OfferUp – Where is my money?
Solve the Top 1 complaint came from sellers
OfferUp is the largest mobile marketplace. People can buy and sell locally easily. OfferUp shipping provides an alternative way for people to buy and sell nationwide. “Where is my money” is the feature to address the top 1 complaint from nationwide sellers. They ship the item but don’t know when and how they will get paid. This feature was firstly launched for OfferUp shipping, but also applied to OfferUp in-person payment experience.
2018/07 – 2018/12
Remote user testings
Who I work with
Product manager / Engineers / UX researcher
Customer experience team / Legal team
“Largest mobile marketplace”
“App of the year (Geekwire)”
“Top 3 shopping app”
The current design didn’t inform sellers when and how they are going to get paid, which became the top 1 driver for CX (customer experience) tickets.
- For items less than $50, 1% tickets are asking “where is my money”
- For items more than $50, 15% tickets are asking “where is my
- Reduce the number of tickets asking “where is my money”
- Inform sellers in a simple way, but hide the complex process behind the deposit issues
1. No content writer for this project
The No.1 challenge is we didn’t have a content writer in our team. I have to work with UX researcher, PM, help article writer, customer experience, and legal team to figure out all content. To keep all of them in the loop, I need to help them understand the logic behind this project, then gather all content feedbacks. I created a Google sheet for people to show and update all content.
2. The complexity behind the deposit process
The payment-related feature has more complicated logic behind the simple presentation. I created the following diagrams to help everyone in the team to understand the logic.
There are multiple elements to answer a simple question”Where is my money”:
- The item price: More than $50, the money will be deposited after the item delivered. Less than $50, the money will be deposited once the package shipped.
- Super shipper program: for sellers who are Super Shipper, the money will be deposited once the package scanned no matter the price of the item.
- Fast Deposit: this service is supported by Stripe. Seller will be charged 1% if they enabled it. Once enabled, Stripe will help us to deposit the money faster to seller’s bank account.
- Required personal info: to deposit successfully, Stripe asked for personal info from sellers once they hit a certain amount of money, including birth date and address, last 4-digit SSN, and even valid ID.
Quick fix – V1 Adding a link to a help article in system message
This quick fix helped to reduce the tickets from sellers from 30% to 15% for items more than $50. For item less than $50, people didn’t create lots of tickets because we disburse the money after the item scanned by USPS.
- Why the entry point — OfferUp sellers used to track the status of each order by using chat thread.
- Why use “Where is the money” — We want to use users’ own language to describe the feature.
- The help article is complicated, not personalized.
- Still 15% tickets from “Where is my money”.
Exploration: What doesn’t work
I explored the idea of showing the subway stop in the receipt page so people can track the item and track their money at the same time.
- Tapping receipt to answer the question “Where is my money” is not intuitive for people
- The receipt page has too much irrelevant info
- The receipt page is an HTML page so it takes time to load. It’s also hard to implement.
So, “Where is my money” deserves a stand-alone page.
I worked with UX researcher to run several user testings through usertesting.com and share the insights out with our team. To make sure we cover all the scenarios, we tested 4 different prototypes:
- Less than $50 item, Fast Deposit Not enabled
- Less than $50 item, Fast Deposit enabled
- More than $50 item, Fast Deposit Not enabled
- More than $50 item, Fast Deposit enabled
How to communicate a complicated feature with all stakeholders
What I did
- Simplify the complicated deposit process and present to sellers
- Define the happy path and also design for error cases
What I learned
- Manage complex logic behind simple design and communicate that with all stakeholders
What to improve in the future
- Visualize the deposit process for sellers
- Simplify the deposit process (beyond what Stripe provided)
Date: April 15, 2019