DEALER JOURNEY FOR ONLINE INVENTORY (DRAFT) … · DEALER JOURNEY FOR ONLINE INVENTORY (DRAFT)...
Transcript of DEALER JOURNEY FOR ONLINE INVENTORY (DRAFT) … · DEALER JOURNEY FOR ONLINE INVENTORY (DRAFT)...
Frequency of actions:
Least Most
Dealer
1stdibs
1stdibs Dealer Dashboard
Biggest Pain Points
Page
Photograph
Button
LEGEND
Buyer
Trigger/Intention
Large Inventory
Small InventorySI
LI
~ 40%
1-3 employees
Post 2-3 times a month
~ 15%
1-2 employees
Post 1-2 times a month
~ 35%
2 or more employees
Posts every week --- (often 4 or more items)
May have their own marketing tools.
~ 10%
2-5 employees
Posts 2-4 times a month
Usually younger or with younger employees -- (Often under 50yrs)
Often use additional tools: mailer, print, email, etc.
Happy to hear about new changes and features --- even if they don't plan on using for their own account.
Easily comprehend/learn new tools -- may not always agree with their benefits (i.e. OMT).
1stdibs may not be their main priority, but they understand the use and want to get as much out of it as possible.
Tools could be more clear -- not as "advanced" as they could be. Dashboard is probably a secondary management tool for them, but would like it to function better for their purposes -- including better ways to search inventory (i.e. reduced price items, etc.)
Usually older; may have some help from younger/parttime employee. -- (Often older 45-70 yrs)
Rarely, if ever, use additional tools: mailer, print, email, etc. -- (2-3 per year)
Less happy about new changes and features --- too much to take in or they may just not use.
Do not easily comprehend/learn new tools or their benefits. Need repeated explanation of new tools.
1stdibs is most likely not their main priority, but is also probably their only online presence.
Post less items and less frequently ---- often all at once rather then spreading throughout the month.
They usually search for items visually by browsing the lists.
Usually post on a weekly basis.
They usually search for items through the search box.
Would appreciate better ways to manage their large inventory.
SMALL INVENTORY (<150)
LARGE INVENTORY (>150)
ACTIVE / SAVVY DEALER LESS ACTIVE / LESS SAVVY DEALER
COMMON
COMMON
DEALER JOURNEY FOR ONLINE INVENTORY (DRAFT)
Dealer Personas Dealer Journey (next page)
UPLOAD NEW ITEMSLI : Every week SI : 1-3 times a month
Problems : � Overwhelmed and confused by dashboard and link names. � No alerts.� "Grid looks like an excel sheet, hate it!"� Starting point not clear because of the 2 step process.� No bulk upload through a CSV file (large inventory dealers upload 30+ items at one go).� Irrelevant actions such as "mark as sold", “email item”, etc.� No entry fields for relevant information such as trade price, cost, insurance, etc� Item upload sections' order leads to the same information being entered twice (first in item decription and then later in forms).� The creator entry section is confusing. “What does ‘pending’ mean?”
Opportunities : � Have a single link for item upload.� Simplify and redesign the dashboard. � Allow bulk upload through CSV file upload.� Remove irrelevant actions.� Introduce missing fields such as trade price, cost, etc.� Reorder item upload sections. � Make the creator section clearer.
1stdibs Goals: � �
New refurbished items Fill the spots of sold items on 1stdibsUtilize 1stdibs contract
upload yourown photos
1stdibsImaging Request
add text (yourown photos)
add text (1stdibsimaging)
Save
Add Text Fill informationby referring to
notebook/excel/inventory software
Images
or
Add Text toListing
Save
Feelings: Overwhelmed, confused, annoyed
REVIEW ITEM INFORMATIONRarely
Problems : � Item information within the edit text form can be difficult to read.
Opportunities : � Have a modal displaying all the item information entered for quick review.
1stdibs Goals: � �
Make sure information is correctMake the release deadline
work inprogress
Add Text toListing
Save
Edit Text
Review informationin list view
Review information& make changes
SUBMIT FOR PUBLISHINGSame frequency as uplaoding new items
Problems : � Different terminologies used for the same action: "post" in item list pages and "publish" in item upload form.� Items with non-photoshopped images show up on Storefront immediately.� No notification if dealer has gone over the upload limit.
Opportunities : � Decide on 1 term for publishing action: "post" or "publish"� Dont publish to storefront until image is processed.� Alert the dealer if he is going over his uplaod limit."
1stdibs Goals: � �
Make the release deadline
work inprogress
“post to”options Confirm
Post Item
Visually confirm thesubmission of the item
posting to1stdibs
Feelings: Confused
CHECK RELEASEWednesdays and Saturdays
1stdibs Goals: � �
Check if items have been published to 1stdibs
posted1stdibs
Search for thepublished items
Contact AM ifunable to find the item
rejectedpostings
Save
Contact SupportUnderstand reason
for rejection &Contact Support
if not able toAdd Text to
Listing
Make changes
Contact AM ifno response
Edit Item
Feelings: Frustrated, upset and confused
Problems : � Some items are delayed by us and remain in "posting to 1stdibs" causing confusion.� Dont know where the item was posted because 1) Few items get lost due to bugs in the dashboard and do not show up in the "posted 1stdibs" section. 2) "Posted to" labels (present only in list view) are sometimes incorrect.3) No "posted to" label for saturday sale and dealers really care about whether their items were posted in saturday sale or not.4) Label language is confusing. Eg "Posted on 1stdibs" for items posted to category search.5) "Posted 1stdibs" count is often wrong.� Reason for rejection is not available 20% of the time. � Contact Support emails get lost sometimes.� Dealer is afraid to click "repost item" after making amends. � Irrelevant actions in "posting to 1stdibs" such as "Place on hold", "Mark as Sold".
Opportunities :
� Have another category for delayed items. � Make sure items can be found in the right buckets with correct counts.� Make it clear where items have been posted. Need a new "posted to" label for "saturday sale".� Email dealers telling them that their items were released and where they were released.� Inform why an item was rejected.� Make sure "Contact Support" emails dont get lost.� Remove irrelevant actions.
MARKET THE ITEM~30% of dealers do it every 2 months
Problems : � Dealers dont know if reposting is worth their money without analytics.� No analytics to help market item better.� Lack of item publishing history, past holds. � "Post item" terminology for republish button is technically incorrect and can be confusing.� Unpublish option is hard to find.� Cannot import their contacts into the mailer.� Inconsistent terminology: “email this item” in thumbnail view and “email item” in list view.
Opportunities : � Include helpful analytics such as item views, search results, prints, etc.� Show an item's publishing history, past holds.� "post item" should be renamed to "republish".� "print format" should be renamed to "print".� Change “email this item” to “email item”.
1stdibs Goals: � �
Sell the items Encouraging emails from AMs
posted1stdibs
Add toMailer
AdminHome
sendmailer
posted1stdibs
PostItem
post tooptions
Republish toNew Listings orSaturday Sale
posted1stdibs
EditText
Add Textto Listing
Unpublish itemsnot selling or
being refurbished
storefrontreorder
Reorder itemsto increase their
visibility
posted1stdibs
Email thisItem
emailitem
Use their ownemail marketing
softwareor
UPDATE ITEM INFORMATION10-20%: 3-4 times a week, 80-90%: Twice a week
Problems : � Dealers dont care about updating an item.� Only AMs can change the creator of a published item but there is no indication of this.� Dealers dont understand how to use bulk actions. Need to be taught and some will still not use it.� Few dealers forget the changes they make and blame AM for making those. � While reviewing, Item information within the edit text form can be difficult to read.� Irrelevant bulk actions such as "Mark as Sold", "Place on hold" as those are always performed on an item individually.
Opportunities : � Show "last modified" timestamp to encourage updates. Also show who modified it.� Come up with a new category aside from "hold" for items being edited that can be hidden.� Make bulk action's use clearer.� Have an item information modal for quick review.� Remove irrelevant bulk actions.
1stdibs Goals: � �
Contact AM for problems in changing
creator/ bulk edits/other edits
Victoria & dealers pointing out incorrect information. AM request to update shipping.Update creator and other information.
posted1stdibs
Add Text toListing
Place on Hold
Hide items on holdon 1stdibs
Research therequested information
InventorySettings
on hold EditText
Make changes
Feelings: Confused
ANSWER CUSTOMER QUERIESLI : 10-15 per week, SI : 1-2 per week
Problems : � Difficult to answer trade queries due to absence of trade price, old price, insurance, cost, associa-tion to other items.� Large item cards in list view make finding an item quickly difficult due to endless scrolling. Dealers dont like scrolling.� Item card in list view does not show all item information� "Print format" terminology for print action is unclear.� Cannot export list as CSV for their own records.
Opportunities : � Allow entry of and display of trade price, old price, insurance, cost, association to other items.� Include more items on the screen in list view to enable quick browsing.� Have item information modal for quick access.� Change "print format" to "print".� Allow CSV export.
1stdibs Goals: � �
Contact Dealer emailsDirect customer contact
posted1stdibs
Print Format
Keyword or Ref#(search)
Browse through thumbnailview to find the item
or
Look at the information in the list viewand answer queries
Get missing information from his own record(notebook/excel/inventory system)
Email Itemor
Feelings: Confused
MANAGE ORDERSLI : per week, SI : per week
Problems : � Not able to republish an item in case a sale dies.� Unpublish option is hard to find.
Opportunities :
1stdibs Goals: � �
Act on orders and update itemstatus T2 emails
OrderManager
Place on/Release Hold
Act onorders
posted1stdibs
Updateitem status
Mark as Soldor
posted1stdibs
EditText
Add Text toListing
Unpublish item on designer’srequest to hide price
ANALYZE SALES10% of dealers
Problems : � Can't differentiate between items sold on 1stdibs vs somewhere else.� Dont know what price the item was sold at.� No Analytics� Irrelevant actions such as "edit text", "edit images" in thumbnail view.
Opportunities : � Indicate items sold on 1stdibs and the price they were sold at.� Analytics on sales� Remove irrelevant actions
1stdibs Goals: � �
Improve sales
sold
Use quickbooks or othersoftware to analyze sales
or