Case Study Detail
Case Study Index
Increasing Seller Quality & Trustworthiness with New Shop Score
Increasing Seller Quality & Trustworthiness with New Shop Score
Increasing Seller Quality & Trustworthiness with New Shop Score
My Role
Product Designer
Duration
Duration
2 Sprint (4 Weeks)
Platform
Platform
Desktop
Desktop
Discovery
Context
Context
Out of 9.2 millions merchants registered in Tokopedia platforms, only 6.1% regularly transact every month and 80% of transactions are generated only from 0.7% of the merchants. One of the key drivers of this concentration is shop trustworthiness. In making a purchase, shop quality is deemed as the most important factor for buyers, which today is represented by Reputation Badges and Reviews.
Out of 9.2 millions merchants registered in Tokopedia platforms, only 6.1% regularly transact every month and 80% of transactions are generated only from 0.7% of the merchants. One of the key drivers of this concentration is shop trustworthiness. In making a purchase, shop quality is deemed as the most important factor for buyers, which today is represented by Reputation Badges and Reviews.
Benefit
Benefit
After assessed this further with Product team and catalog team, there's major benefit of it, such as:
After assessed this further with Product team and catalog team, there's major benefit of it, such as:
Problem
Problem
Tokopedia needs a single reference that can fairly represent a good quality merchant and increase trustworthiness. So we propose New Shop Score measurement for better distinguish good quality merchants from the overall merchants pool, with higher score indicating more reliable, trustworthy and better performing merchants.
Tokopedia needs a single reference that can fairly represent a good quality merchant and increase trustworthiness. So we propose New Shop Score measurement for better distinguish good quality merchants from the overall merchants pool, with higher score indicating more reliable, trustworthy and better performing merchants.
Proposed Solution
Proposed Solution
Revamping seller performance assessment to build a single reference across the platforms will fundamentally increase overall trustworthiness to Tokopedia.
Revamping seller performance assessment to build a single reference across the platforms will fundamentally increase overall trustworthiness to Tokopedia.
Expected Impact
Expected Impact
Provide fair and single currency performance assessment for seller
Provide fair and single currency performance assessment for seller
Provide single currency for Tokopedia to find high quality sellers
Provide single currency for Tokopedia to find high quality sellers
Re-establish Power Merchant value as a single credibility factor for buyers, while providing clear value proposition value of Power Merchant by filtering non performing seller and increase its exclusivity
Re-establish Power Merchant value as a single credibility factor for buyers, while providing clear value proposition value of Power Merchant by filtering non performing seller and increase its exclusivity
Our Strategy
Our Strategy
Integrate shop Score & Reputation
Integrate shop Score & Reputation
Parameters to define new shop score schema
Parameters to define new shop score schema
Drive more sustainable growth for Power Merchant Seller
Drive more sustainable growth for Power Merchant Seller
Defining STRATEGY
Communication Strategy
Communication Strategy
Because this is massive changes to our seller, we want to communicate the changes into 3 periods :
Because this is massive changes to our seller, we want to communicate the changes into 3 periods :
DESIGN EXPLORATION
Communication Period
Communication Period
USER STORY
As a seller I can get early education and prepare what’s coming to me, based on my actual shop performance, before the transition to new performance schema starts.
Timer & Video Guidance
Benefit
New Adjustment
Testimonial
Seller New Shop Score (Estimation)
Transition Period
Transition Period
USER STORY
‘’As a seller, I can check my new shop score, and i’d like to have guidance to improve & maintain my shop score.’’
Utilize seller tools to improve shop score
Utilize seller tools to improve shop score
Upselling Power Merchant
Upselling Power Merchant
Personalized Message
Personalized Message
End Game
End Game
USER STORY
‘’As a seller I can get information of my shop score after 90 days of transition page & what my shop impact will be for buyer’’
Final Design & TAKEAWAYS
Design Impact
Design Impact
After we launched this feature around Q2 2021, we analyze a lot of sellers have been successfully improving their quality across Q4 2021.
After we launched this feature around Q2 2021, we analyze a lot of sellers have been successfully improving their quality across Q4 2021.
672K
672K
Active Seller have shop score >70
Active Seller have shop score >70
Designed & Developed by Randy Varianda
CASE STUDY INDEX
CASE STUDY INDEX
CASE STUDY INDEX