Vestiaire Collective Seller Experience
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CHALLENGE AND GOAL
One of the critical challenges facing Vestiaire Collective, the world's leading pre-owned luxury goods marketplace, revolves around maintaining a consistent and increased supply of sellers listing their products on the platform. The product listing funnel serves as a pivotal pathway, yet it encounters obstacles at various stages. Instances arise where sellers abandon the funnel during its progression, and sometimes, even after completing the online steps, the subsequent offline process of sending in the physical product remains incomplete.
Our goal is to enhance the seller journey and empower them with an effortless, efficient, and assisted listing experience that leads to successful and complete listings, translating into positive business outcomes.
Our goal is to enhance the seller journey and empower them with an effortless, efficient, and assisted listing experience that leads to successful and complete listings, translating into positive business outcomes.
PROCESS
The design process for crafting the optimal listing experience for Vestiaire Collective sellers is meticulously data-driven and user-focused. It begins with extensive data analysis, examining seller behavior, drop-offs, and patterns to uncover valuable insights. This quantitative foundation informs our approach.
In parallel, we engage in qualitative research, interviewing a targeted user group and conducting surveys to gather in-depth perspectives. Customer service interactions further enrich our understanding. These insights form the basis of our design strategy.
Next comes the ideation phase, bolstered by workshops involving carefully selected power users. We rapidly prototype and test with real users, conducting guerilla tests in diverse settings like pop-up stores, tube stations, and cafes. Additionally, in-person tests are organiSed at our office. A continuous feedback loop drives iterative improvements until confidence is attained.
The implementation phase follows a well-planned trajectory, executed in stages. A methodical rollout strategy is devised, first targeting specific platforms before a global expansion. Close monitoring of data and client service inquries that results align with expectations.
Ultimately, this comprehensive approach – rooted in data analysis, qualitative insights, user collaboration, iterative testing, and phased implementation and rollpout – culminates in crafting a smooth and enhanced listing experience, elevating seller participation and driving platform success.
In parallel, we engage in qualitative research, interviewing a targeted user group and conducting surveys to gather in-depth perspectives. Customer service interactions further enrich our understanding. These insights form the basis of our design strategy.
Next comes the ideation phase, bolstered by workshops involving carefully selected power users. We rapidly prototype and test with real users, conducting guerilla tests in diverse settings like pop-up stores, tube stations, and cafes. Additionally, in-person tests are organiSed at our office. A continuous feedback loop drives iterative improvements until confidence is attained.
The implementation phase follows a well-planned trajectory, executed in stages. A methodical rollout strategy is devised, first targeting specific platforms before a global expansion. Close monitoring of data and client service inquries that results align with expectations.
Ultimately, this comprehensive approach – rooted in data analysis, qualitative insights, user collaboration, iterative testing, and phased implementation and rollpout – culminates in crafting a smooth and enhanced listing experience, elevating seller participation and driving platform success.
Seller listing experience screens samples
OUTCOME
Improved seller deposit conversion rate by 20%.
Reduced seller non shipping rate by 8%.
Improved seller NPS by 15 points.
Reduced seller non shipping rate by 8%.
Improved seller NPS by 15 points.