Users frequently contacted customer service to cancel deals, which could be easily accomplished without their assistance. Our overarching goal was to understand why this was happening and to create a more user-centric solution.
We needed to understand the specific circumstances surrounding these cancellations.
We needed to ease the workload for our customer service team by reducing the number of customer service tickets associated with deal cancellations.
I recognized that our existing Help Center was inadequate and often left users without the assistance they needed.
01. Implement an automated customer service message visible to both buyers and sellers.
02. Introduce a confirmation screen during the cancellation process, offering information and education regarding the 24-hour and 5-day refund policy.
03. Educate users on the "cancel deal" process, clarifying it as a request for cancellation, with sellers given 24 hours to take action.
04. Establish mechanisms to measure user engagement with Help Center articles.
05. Add a call to action within Help center articles to guide users towards appropriate actions.
Most recent reasons why buyers are contacting Shpock
Most recent reasons why buyers are contacting Shpock
user empathy maps
experience map
01. Diverse user behaviour
Users on Shpock exhibit diverse behaviors, from caution and skepticism to proactive engagement. Understanding these differences is crucial in tailoring the platform's features to meet various user needs.
02. Trust and Usability
Users prioritize both trust and usability. Balancing these aspect is essential to ensure our users feel secure in their transactions while also enjoying a smooth and straightforward experience.
03. User protection
Many users express a desire for user protection features, including dispute resolution mechanisms. Ensuring a sense of security and reliability on the platform is a priority.
04. Efficient Issue Resolution
Users value speedy issue resolution. They expect timely assistance and clear guidance on how to cancel deals or resolve problems.
Users have the freedom to cancel deals independently via cancel deal which gonna lead to the cancel deal form.
The cancel deal card is in the Help Center article to help the user to cancel the deal on their own or easily get the assistance they need.
The request has been sent and the buyer/seller just need to validate.
01.
Significant reduction in customer service tickets related to deal cancellations.
02.
Increased user satisfaction due to clearer communication and enhanced control over transactions.
03.
Positive user feedback, confirming an improved sense of trust and security on the platform.
04.
Established Shpock as a leader in user-centric service within the online marketplace sector.
