Client
Reverb.com
Type of Project
Flow Design & Tech Integration
My Role
Lead Designer
We asked users...
What's the biggest barrier to selling?
They said...
Shipping.
Sprig survey, all Reverb users
Okay, what about shipping is so hard?
Choosing the rate.
This involves knowing the weight of your gear, the dimensions of the box, how you get that box, where you can take it, what your pricing options are... and so on.
Sprig survey, part two
Which brings us to our...
Hypothesis:
Implementing smart shipping recommendations will reduce the cognitive load for sellers during the listing process, leading to an increase in listing completions.
Smart shipping recommendations are powered by data that only Reverb could have.
Shipping data that our own sellers provided, built up over several years.
The "before" experience required...
8+ clicks
...to continue to the next step (and that's not including keystrokes). Nothing upon page load is pre-selected, and the user is required to consider much more than necessary. Very high cognitive load.
The "before" shipping step of the sell flow
Summary of the design process in Figma
But after a little design work...
The process for this effort started with discovery and led to some pretty wide exploration. Iterating on page structure, UI updates, interaction patterns, copy, all of it. After a few rounds we really whittled down what the point of our experiment was, and came to the simplest solution we could.
The shipping experience now requires...
1 click
...to simply move onto the next step. Reverb's done the heavy lifting, users can move onto more important things.
The "after" experience
One component at the center of it all.
There's a little more to it than that to be fair.
Smart & streamlined
Another win on the board for "keep it simple, stupid."
Impact
Related Project
Here's one that happens to take place on the very next step of the sell flow.
