https://yangli.co.uk Yang Li - End-to-End Product Design Thu, 07 Sep 2023 21:33:28 +0000 https://yangli.co.uk en https://yangli.co.uk/Lofti-Property-Management-SaaS Mon, 14 Aug 2023 11:18:54 +0000 Yang Li - End-to-End Product Design https://yangli.co.uk/Lofti-Property-Management-SaaS Product Design Lofti Property Management SaaS <img width="1201" height="1201" width_o="1201" height_o="1201" data-src="https://freight.cargo.site/t/original/i/119671bf788b7d60ec5acf174b7500d61718b5d0e2c34475b51a3dab659e70f3/20220524Thumbnail.png" data-mid="188219764" border="0" src="https://freight.cargo.site/w/1000/i/119671bf788b7d60ec5acf174b7500d61718b5d0e2c34475b51a3dab659e70f3/20220524Thumbnail.png" /> PROBLEM SPACE The world of property management services may appear age-old, yet upon closer inspection, the prevailing norm reveals a landscape where managing agents and landlords navigate through paper trails, spreadsheets, or a maze of disjointed software systems. Extracting meaningful insights from the vast reservoir of data generated by their day-to-day activities remains an uphill task. Moreover, seamless communication between agents, landlords, and contractors often falls through the cracks, while integration with third-party services proves to be anything but smooth and efficient. Agents and landlords yearn for a user-friendly and consolidated solution to efficiently oversee critical processes, engage with diverse stakeholders, effortlessly access data analytics for informed decision-making, and optimise overall operations. Meanwhile, tenants and contractors seek a practical platform to track rental applications, seamlessly sign and review rental documents, promptly report issues, and stay updated in real time. PROCESS The key points of my design process are as follows: User-Centric Research: I kick off my design process by diving deep into user research. Through interviews, surveys, and keen observations, I gain invaluable insights into user behaviors and pain points.Crafting detailed user personas helps me keep real people at the center of my design decisions, ensuring that every choice I make resonates with their needs and motivations.Data-Driven Insights: I embrace the power of data to guide my design journey. By analysing analytics, user feedback, and market trends, I unlock quantitative insights that illuminate user interactions and product performance.These data-driven insights provide a solid foundation for making informed design choices that not only meet user expectations but also align with the overarching business strategy.Ideation and Conceptualisation: Armed with user insights and data, I enter the ideation phase. I let creativity flow as I brainstorm design concepts that directly address user needs and leverage data trends.The fusion of user-centric thinking and data analysis results in innovative ideas that have the potential to revolutionize the user experience.Prototyping and Testing: Taking my concepts to the next level, I create interactive prototypes that simulate the user journey. This allows me to visualise the design in action and uncover potential pain points.Through rigorous usability testing, I gather feedback directly from users, utilising their insights to iteratively refine and improve the design, creating an experience that's not only user-friendly but also backed by real-world testing.Iterative Design Refinement: Feedback, both qualitative and quantitative, is the lifeblood of my iterative process. I carefully analyse user testing results and data patterns to identify areas for enhancement.Armed with this knowledge, I roll up my sleeves and dive into refining the design, ensuring that each iteration brings me closer to a solution that's both user-centered and data-informed.Data-Informed Implementation: Collaboration with the development team is key as I translate refined designs into reality. Data insights guide every step, ensuring that the development process remains aligned with the user experience I've envisioned.I keep a watchful eye on the implementation, using data to validate that the design and functionality are seamlessly integrated, delivering on both user needs and business objectives.User Testing and Validation: Just before launch, I subject the design to further user testing to validate its effectiveness. Real users provide critical insights that confirm whether the design meets their needs and expectations.Data analytics come into play again, helping me measure user engagement and interactions, allowing me to confidently assess the design's impact and success.Launch and Monitoring: As the design goes live, I embark on a journey of monitoring and analysing KPIs and user behavior. Data-driven insights help me understand how the design resonates with users and identify any areas needing attention.With my finger on the pulse of user engagement, I'm equipped to respond quickly and effectively to ensure a smooth post-launch experience.Ongoing Iteration and Improvement: The journey doesn't end with launch; in fact, it's just the beginning. I thrive on a continuous feedback loop, using user feedback and data insights to drive ongoing iterations and improvements.Regular reviews of KPIs and user engagement metrics inform my design decisions, making sure that the product evolves in response to user needs and remains aligned with the ever-changing landscape. This immersive process, blending user-centricity, data analysis, and iterative refinement, is my recipe for creating impactful designs that resonate deeply with users and drive tangible results. <img width="1224" height="721" width_o="1224" height_o="721" data-src="https://freight.cargo.site/t/original/i/bf358b28c9a4c93c1622319ba39139a6ba79a803f07229bea70a58d04617dbb6/Lofti2.png" data-mid="188032261" border="0" data-scale="79" alt="Lofti web and mobile apps" data-caption="Lofti web and mobile apps" src="https://freight.cargo.site/w/1000/i/bf358b28c9a4c93c1622319ba39139a6ba79a803f07229bea70a58d04617dbb6/Lofti2.png" /> <img width="1779" height="1147" width_o="1779" height_o="1147" data-src="https://freight.cargo.site/t/original/i/5144033ff62d5ed51882b182ef71501755ce1c891606608f3d9321a73e3b84c1/Frame-27Lofti.png" data-mid="188032652" border="0" data-scale="58" alt="Lead creation integrated with major property portals" data-caption="Lead creation integrated with major property portals" src="https://freight.cargo.site/w/1000/i/5144033ff62d5ed51882b182ef71501755ce1c891606608f3d9321a73e3b84c1/Frame-27Lofti.png" /> <img width="1752" height="1275" width_o="1752" height_o="1275" data-src="https://freight.cargo.site/t/original/i/3551e291ec655cc44af00bbd7897cd1fe6d0dade6449a4896832be4c02c662a7/Frame-2310Lofti.png" data-mid="188032653" border="0" alt="Integrated tenant referencing service" data-caption="Integrated tenant referencing service" src="https://freight.cargo.site/w/1000/i/3551e291ec655cc44af00bbd7897cd1fe6d0dade6449a4896832be4c02c662a7/Frame-2310Lofti.png" /> <img width="2193" height="1625" width_o="2193" height_o="1625" data-src="https://freight.cargo.site/t/original/i/d325c894e2cf92221b448d1663968d46302ebe5d360bd20a8c45fc4fb86cf4c5/Mortgage.png" data-mid="188468017" border="0" alt="Mortgage" data-caption="Mortgage" src="https://freight.cargo.site/w/1000/i/d325c894e2cf92221b448d1663968d46302ebe5d360bd20a8c45fc4fb86cf4c5/Mortgage.png" /> <img width="1683" height="1218" width_o="1683" height_o="1218" data-src="https://freight.cargo.site/t/original/i/5f227080ba8bdf358e67a8fd8d98609620639ca9f9ad6f0e265a35f60b091650/Frame-2359Lofti.png" data-mid="188032659" border="0" alt="Cross-device notifications" data-caption="Cross-device notifications" src="https://freight.cargo.site/w/1000/i/5f227080ba8bdf358e67a8fd8d98609620639ca9f9ad6f0e265a35f60b091650/Frame-2359Lofti.png" /> <img width="1752" height="1259" width_o="1752" height_o="1259" data-src="https://freight.cargo.site/t/original/i/e55479a27cb089074060364ea599e0a78395ce0f837313c43e39357f03aff809/Frame-2358Lofti.png" data-mid="188032658" border="0" alt="Messaging" data-caption="Messaging" src="https://freight.cargo.site/w/1000/i/e55479a27cb089074060364ea599e0a78395ce0f837313c43e39357f03aff809/Frame-2358Lofti.png" /> <img width="1752" height="1182" width_o="1752" height_o="1182" data-src="https://freight.cargo.site/t/original/i/02b354bcb5d9c9820bc145c3edd47911f4e9295da984bf02d5be8847aa8f59ac/Frame-2357Lofti.png" data-mid="188032657" border="0" alt="Maintenance made easy" data-caption="Maintenance made easy" src="https://freight.cargo.site/w/1000/i/02b354bcb5d9c9820bc145c3edd47911f4e9295da984bf02d5be8847aa8f59ac/Frame-2357Lofti.png" /> <img width="1866" height="1056" width_o="1866" height_o="1056" data-src="https://freight.cargo.site/t/original/i/89ce71b1c301c88f120753a9140617c22854cef2d602ec161520f9c9a2fb8f0e/Frame-2360Lofti.png" data-mid="188032660" border="0" alt="Analytics dashboard" data-caption="Analytics dashboard" src="https://freight.cargo.site/w/1000/i/89ce71b1c301c88f120753a9140617c22854cef2d602ec161520f9c9a2fb8f0e/Frame-2360Lofti.png" /> <img width="1752" height="1161" width_o="1752" height_o="1161" data-src="https://freight.cargo.site/t/original/i/bbcd09fd9877a4c0d7f66a00fdac07ac9c29ffadd0d314e26f86dca835788db4/Frame-2356Lofti.png" data-mid="188032656" border="0" alt="Integrated E-signature solutions" data-caption="Integrated E-signature solutions" src="https://freight.cargo.site/w/1000/i/bbcd09fd9877a4c0d7f66a00fdac07ac9c29ffadd0d314e26f86dca835788db4/Frame-2356Lofti.png" /> <img width="1752" height="1224" width_o="1752" height_o="1224" data-src="https://freight.cargo.site/t/original/i/2414bfbf3d54150cef49b7290aec098751f2db49e44d1e40ceeb9f023a8c26c3/Frame-2355Lofti.png" data-mid="188032655" border="0" alt="Viewing stage of the streamlined onboarding process" data-caption="Viewing stage of the streamlined onboarding process" src="https://freight.cargo.site/w/1000/i/2414bfbf3d54150cef49b7290aec098751f2db49e44d1e40ceeb9f023a8c26c3/Frame-2355Lofti.png" /> Screens above are only a small selection of the Lofti SaaS product including Web App for managing agents &amp; landlords and mobile app for tenants and contractors. DESIGN SYSTEM Over the span of two and a half years, I meticulously crafted and evolved the Lofti design system in parallel with the development of its features. This dynamic process was driven by a commitment to coherence, efficiency, and a user-centric approach. I initiated the journey by establishing a foundational design language that encapsulated the brand's identity and resonated with the target audience. By meticulously defining typography, colour palettes, iconography, and UI components, I laid the groundwork for a consistent and visually harmonious user experience. As the product's features unfolded, I seamlessly integrated them into the evolving design system. Each new addition underwent a meticulous alignment with established design principles, ensuring a seamless and intuitive interaction for users across the entire ecosystem. The design system became a living entity, adapting and expanding as new challenges emerged and user needs evolved. Collaboration was at the core of this endeavor, as I engaged cross-functional teams, including developers and stakeholders, in refining and iterating upon the design system. Regular design reviews, user testing, and feedback loops informed continuous refinements, leading to a system that not only encapsulated aesthetic appeal but also enhanced usability and accessibility. This holistic approach not only streamlined development processes but also facilitated a cohesive user journey, where each feature seamlessly integrated with the overall product experience. The culmination of this iterative and user-centered process is a robust and adaptable design system that stands as a testament to the product's evolution over time, resulting in a harmonious blend of innovation and design consistency. <img width="3968" height="2630" width_o="3968" height_o="2630" data-src="https://freight.cargo.site/t/original/i/134ddd35de17408e585111b6b40487e2af3eca28d3c6596ba198580e8e3c3d6a/LoftiDesignSystem.png" data-mid="188036400" border="0" src="https://freight.cargo.site/w/1000/i/134ddd35de17408e585111b6b40487e2af3eca28d3c6596ba198580e8e3c3d6a/LoftiDesignSystem.png" /> <img width="3576" height="2421" width_o="3576" height_o="2421" data-src="https://freight.cargo.site/t/original/i/a4d88c2d26734d078080d329e866fb424440a3148907f4c8f01ab02e218b4754/Colour.png" data-mid="188070532" border="0" src="https://freight.cargo.site/w/1000/i/a4d88c2d26734d078080d329e866fb424440a3148907f4c8f01ab02e218b4754/Colour.png" /> <img width="4453" height="2657" width_o="4453" height_o="2657" data-src="https://freight.cargo.site/t/original/i/78db374b67442cc90aa50f847b44d9d924775f086ee316ec34fbdb948ed86afe/Logo.png" data-mid="188072581" border="0" src="https://freight.cargo.site/w/1000/i/78db374b67442cc90aa50f847b44d9d924775f086ee316ec34fbdb948ed86afe/Logo.png" /> <img width="3350" height="2918" width_o="3350" height_o="2918" data-src="https://freight.cargo.site/t/original/i/1adf48237a2cb6c0426f992d39caa936c0641dbcfd80523abfa216dc8e7111a6/Components.png" data-mid="188072580" border="0" src="https://freight.cargo.site/w/1000/i/1adf48237a2cb6c0426f992d39caa936c0641dbcfd80523abfa216dc8e7111a6/Components.png" /> <img width="2096" height="2506" width_o="2096" height_o="2506" data-src="https://freight.cargo.site/t/original/i/65493a68ef62f0d27cb4cf2d1d593bbd6b1180ff56a11213f3a4d4373704caee/Iconography.png" data-mid="188070539" border="0" src="https://freight.cargo.site/w/1000/i/65493a68ef62f0d27cb4cf2d1d593bbd6b1180ff56a11213f3a4d4373704caee/Iconography.png" /> OUTCOME Built MVP in 1.5 years and convinced a number of agencies, including one of London’s top Rent-to-Rent players, to adopt/migrate to Lofti SaaS. Accompanying Cozee Properties’ international growth. Reduce onboarding admin time by 70%.Reduce tenant referencing operation cost by 50%.Tenant satisfaction increased by 20%.* * Based on user research and interviews before and after adopting Lofti.&nbsp; https://yangli.co.uk/Lofti-Crafting-a-Tenant-Onboarding-Experience-from-Scratch-for Thu, 07 Sep 2023 14:43:40 +0000 Yang Li - End-to-End Product Design https://yangli.co.uk/Lofti-Crafting-a-Tenant-Onboarding-Experience-from-Scratch-for Case Study Lofti: Crafting a Tenant Onboarding Experience from Scratch for Efficiency <img width="1713" height="1353" width_o="1713" height_o="1353" data-src="https://freight.cargo.site/t/original/i/48e423f517ae3cf6591584ced6b718ca9ff0298a12d086128192075ce73bedb3/Lofti-Front.png" data-mid="191451900" border="0" src="https://freight.cargo.site/w/1000/i/48e423f517ae3cf6591584ced6b718ca9ff0298a12d086128192075ce73bedb3/Lofti-Front.png" /> PROBLEM For property letting managers, tenant onboarding is a critical upstream workflow, starting with the tenant's initial enquiry and concluding upon their actual move-in.Existing market solutions often present challenges in terms of complexity and cost, requiring substantial upfront investments. Users are compelled to navigate a multitude of software tools in conjunction with offline tasks.Enter Lofti, a Property Tech company introducing a Property Management SaaS product. BUSINESS VALUE For our target users, the tenant onboarding flow is instrumental in driving letting revenue and transforming leads into valued customers. It stands as a top-tier business priority in their operations.For Lofti, it's a make-or-break matter. When prospective users assess property management systems, the quality of the onboarding experience is front and centre. If it’s not fantastic, we won’t attract users and there will be no business for Lofti. SCOPE Create a new streamlined full onboarding experience from scratch to empower letting managers to onboard tenants from enquiry to move-in. <img width="1038" height="512" width_o="1038" height_o="512" data-src="https://freight.cargo.site/t/original/i/4b87e3fbeff6db783f07cce683a6a5850e671d83ccf71c5f18d79d8dde83925f/OnboardingScope.png" data-mid="190056092" border="0" src="https://freight.cargo.site/w/1000/i/4b87e3fbeff6db783f07cce683a6a5850e671d83ccf71c5f18d79d8dde83925f/OnboardingScope.png" /> This is a component of the growing Lofti platform, which encompasses other modules within the SaaS web application and mobile apps. ROLE, TEAM, RESPONSIBILITY I am the Product Design Lead at Lofti.For this project, I:conducted end-to-end design;took on product management responsibilities before the arrival of a dedicated product manager;led a team of four engineers, consisting of two backend and two frontend engineers, to deliver the desired experience. TIMELINE March 2021: Research phase commenced March to June 2021: Conducted workshops and concept developmentJune to August 2021: Prototyping and usability testing completed, followed by the start of implementation January 2022: Successfully launched the MVP January 2022 to Present: Continuously iterating and improving the product PRODUCT DISCOVERY We initiated our research by seeking answers to the following pivotal questions: Current Workflow: What is the existing process or workflow that users follow? User Profiles: Who are the primary users? What are their roles, demographics, and characteristics?Tech Proficiency: How tech-savvy are the users? Are they beginners, intermediate, or advanced users?Usage Patterns: What are their typical usage habits? How often do they interact with the product? Pain Points: What pain points or challenges do users currently experience with the product or workflow? USER JOURNEY Conducting in-depth interviews with real-life target users allowed us to gain a comprehensive understanding of their journey. <img width="1324" height="982" width_o="1324" height_o="982" data-src="https://freight.cargo.site/t/original/i/359ed61c0b298d0f2072b0446bd87011b08b939b7c63087171daf5e1a19f4f6b/UserJourney.png" data-mid="190057670" border="0" src="https://freight.cargo.site/w/1000/i/359ed61c0b298d0f2072b0446bd87011b08b939b7c63087171daf5e1a19f4f6b/UserJourney.png" /> Additionally, we acquired valuable insights into our target users: Users primarily engage with the core flow on desktop.Users represent diverse age groups and backgrounds, with a generally moderate level of tech proficiency.Functionality and ease of use are their top priorities.They typically have a moderate to low sensitivity to design aesthetic. DEFINE MVP SCOPE We mapped the user journey to 6 groups of user stories, and used the ICE framework to assess and prioritise. The 6 groups correspond to the 6 stages: Manage EnquiriesCoordinate ViewingProcess holding deposit and booking Order tenant referencingDraft &amp; sign tenancy agreementCollect funds &amp; prep move-in<img width="845" height="581" width_o="845" height_o="581" data-src="https://freight.cargo.site/t/original/i/f8a57850ebaf5d61a2b39a8aa6a2b4f1a4e213148973ab7060b313f3482eddc5/Prioritisation.png" data-mid="190058160" border="0" src="https://freight.cargo.site/w/845/i/f8a57850ebaf5d61a2b39a8aa6a2b4f1a4e213148973ab7060b313f3482eddc5/Prioritisation.png" /> SUCCESS METRICS We established KPIs that are meaningful, relevant, and measurable: Onboarding admin timeTenant referencing cost reductionTenant satisfaction BENCHMARK &amp; INSPIRATION We conducted research on competitors, players in adjacent verticals, and analogous leading SaaS companies in other industries. <img width="1884" height="717" width_o="1884" height_o="717" data-src="https://freight.cargo.site/t/original/i/59aa4d2b1652f0e5441668dd53bf4ec80e2cc424b2df98214898a3569cefb25a/Bnechmark.png" data-mid="190059050" border="0" src="https://freight.cargo.site/w/1000/i/59aa4d2b1652f0e5441668dd53bf4ec80e2cc424b2df98214898a3569cefb25a/Bnechmark.png" /> <img width="1395" height="1064" width_o="1395" height_o="1064" data-src="https://freight.cargo.site/t/original/i/bad473e6e2cc4d97f64cb85e2d988d360ca62b7508e5fbb03da90722c902d30b/BenchmarkScreenshots.png" data-mid="190080288" border="0" src="https://freight.cargo.site/w/1000/i/bad473e6e2cc4d97f64cb85e2d988d360ca62b7508e5fbb03da90722c902d30b/BenchmarkScreenshots.png" /> DESIGN PRINCIPLES After thorough research and analysis, we've distilled our findings into a set of design principles that guide our project: Prioritise information hierarchyBalance necessity and visual simplicity while organising and displaying information thoughtfully and at the right time.Streamline user flowKeep property managers focused on task completion by minimising unnecessary choices.Provide user assistanceEstablish seamless links between property, tenancy, and tenant as needed. Leverage familiar mental modelsProperty managers often rely on Excel and tables as their default format. Align with their existing preferences. Pay special attention to different statesGiven the numerous use cases, it's crucial to handle various states meticulously.Establish a design system from the beginningImplementing a design system early on can promote consistency, enhance user familiarity, and streamline design and implementation efforts for the team. EXPLORATION &amp; IDEATION With these design principles as our compass, the creative exploration and ideation process began. Approach: Translate ideas into design proposals with interactive prototyping for rapid feedback from target users.Adapt to the user audience: Recognising user difficulties in transitioning from wireframes to final visual flows, I introduced visual design to simplify and expedite the process.Early design system build-up: Additionally, I initiated the development of our design system early, providing ample time for refining key components and ensuring consistency throughout the project. PROTOTYPE &amp; VALIDATION We created an interactive prototype of the entire onboarding flow in Figma and conducted usability tests with five target users to validate our solution and collect feeback. <img width="1903" height="1497" width_o="1903" height_o="1497" data-src="https://freight.cargo.site/t/original/i/cd7e06a1da2f232b1d1ca7e3ef08d8a20ca7c02826f9a73e15473ec5115c1db9/Lofti-DeviceMockUp.png" data-mid="191451899" border="0" src="https://freight.cargo.site/w/1000/i/cd7e06a1da2f232b1d1ca7e3ef08d8a20ca7c02826f9a73e15473ec5115c1db9/Lofti-DeviceMockUp.png" /> DELIVERY Global progress proceeded as planned.Engineers requested design detail changes along the way, which were collaboratively implemented to strike a balance between technical complexity and UX/business value.We encountered some delays related to managing document templates with third-party e-sign solutions, revealing complexity during implementation. OUTCOME KPIReduce onboarding admin time by 70%.Reduce tenant referencing operation cost by 50%.Tenant satisfaction increased by 20%.Qualitative feedback‘It’s easy to use.’‘Time saver!’‘It could be better if we have our office calendar and email directly in it.’ Feedback informs our roadmap and with further research we continue iteration on the product since its launch. LEARNINGS Our team has gained valuable insights from this project, and here are some key learnings to share: In a complex problem space, thorough research and understanding are essential. It's a dynamic field, and there's always something new to learn. No single product can satisfy every user completely. Striking a balance between product positioning, design principles, and flexibility is crucial. B2B clients often seek tailor-made solutions. Modular, brand-configurable solutions offer a practical approach. Tech and operational complexity should not be underestimated. Hidden costs, such as managing agreement templates, can be significant. https://yangli.co.uk/Vestiaire-Collective-Enhancing-Seller-Experience-to-Drive-Marketplace Thu, 07 Sep 2023 21:33:28 +0000 Yang Li - End-to-End Product Design https://yangli.co.uk/Vestiaire-Collective-Enhancing-Seller-Experience-to-Drive-Marketplace Case Study Vestiaire Collective: Enhancing Seller Experience to Drive Marketplace Supply <img width="1500" height="1125" width_o="1500" height_o="1125" data-src="https://freight.cargo.site/t/original/i/13ba97d226cef35988d6072726ef9271d47a4edfad766cad143c7ce29daaba86/iPhone-13-Pro-1.png" data-mid="190135511" border="0" src="https://freight.cargo.site/w/1000/i/13ba97d226cef35988d6072726ef9271d47a4edfad766cad143c7ce29daaba86/iPhone-13-Pro-1.png" /> PROBLEM On the world leading marketplace for pre-owned luxury goods Vestiaire Collective, seller supply encounters difficulties: listings are unfinished, successfully listed items and even sold items are never shipped, and sales have to be cancelled and refunded. BUSINESS VALUE Marketplaces thrive and expand when they have a steady and growing supply. In a highly competitive landscape, continuous growth is crucial and staying stagnant can lead to a decline in business performance. SCOPE Identify the reasons that hinder the increase in the seller supply success, from the beginning of the user listing process to the successful reception of listed items and payment.Recommend and implement improvements to increase seller supply and enhance the seller experience, including the option for a revamp if necessary. ROLE, TEAM, RESPONSIBILITY I was the Senior Product Manager at Vestiaire Collective.For this project I did product management and UX design:data analysis and user research to find the root causes of the problemdesign sprints to tackle every causewireframing and prototypingusability testinglow-fidelity designI worked closely with a diverse team consisting of one UX/UI designer, two backend developers, one web developer, one iOS developer, and one Android developer to achieve the final outcome. TIMELINE Sep 2016: Discovery started Nov 2016: Delivery started Feb 2017: LaunchedMar-May 2017: Post-launch data monitoring, analysis, and further iterations PRODUCT DISCOVERY Key questions: What is the complete seller journey? Where are the touch points? Where could possibly go wrong?What is the current state of seller listing and shipping performance?Approach:Conduct user research to understand the full journey and
pain pointsVerify every step, touch point, procedure and interface to 
identify opportunitiesUse both data and qualitative insights to identify attack points SELLER USER JOURNEY By conducting thorough interviews with actual sellers, we acquired a holistic comprehension of their entire experience. <img width="2833" height="1753" width_o="2833" height_o="1753" data-src="https://freight.cargo.site/t/original/i/db34f7ef87c640d42001156c98181ab87ee8f0678304650ac4018ddc3738b27c/SellerJourney.png" data-mid="190087874" border="0" src="https://freight.cargo.site/w/1000/i/db34f7ef87c640d42001156c98181ab87ee8f0678304650ac4018ddc3738b27c/SellerJourney.png" /> DATA INSIGHTS Upon analysing the available data, we uncovered the following insights:<img width="655" height="623" width_o="655" height_o="623" data-src="https://freight.cargo.site/t/original/i/c55c78b76e84ae53e31d1d57f60f9c49db68c1f679c769a4a96bb384cbe86d15/Data.png" data-mid="190087981" border="0" src="https://freight.cargo.site/w/655/i/c55c78b76e84ae53e31d1d57f60f9c49db68c1f679c769a4a96bb384cbe86d15/Data.png" /> On YoY buyer side refund amount has increased.The majority of listings are done on mobile.iOS is the top seller device, then Android, then desktop.B2C seller unshipping rate is very fluctuating but still outperforms C2C, below global level.Users with 2+ successful sales have a lower unshipping rate. ATTACK PLAN Thoroughly investigating each user journey step and touchpoint, along with data analysis and user interviews, informs our strategic planning. <img width="1772" height="1348" width_o="1772" height_o="1348" data-src="https://freight.cargo.site/t/original/i/c54a6106fdb061e8e057ee8e9c3259f6e5b45ed835ab984e5a35475bacd71be5/AttackPlan.png" data-mid="190088170" border="0" alt="Our attack plan by batch" data-caption="Our attack plan by batch" src="https://freight.cargo.site/w/1000/i/c54a6106fdb061e8e057ee8e9c3259f6e5b45ed835ab984e5a35475bacd71be5/AttackPlan.png" /> Additional ideation sources include brainstorming sessions, desk research, email surveys, customer service feedback, app store comments, and social network insights. SUCCESS METRICS We defined our KPIs from the outset. Listing conversion rate - to increaseNon-shipping rate - to reduceSeller NPS - to improve DESIGN GOALS We realised and aligned our primary design goals after conducting research. Assist users contextuallyOffer clear visual assistance throughout the listing funnel as needed.Be considerate and educativeAddress user challenges by providing helpful responses. Recognise that people may forget or misunderstand, and aim to improve reminders and educational elements.Prioritise cross-platformPrioritise platforms based on usage—iOS, Android, and web, in that order. Mobile first, as it accounts for over 80% of listings. FINAL DESIGNS&nbsp; Here are the key highlights of our final designs: <img width="1614" height="680" width_o="1614" height_o="680" data-src="https://freight.cargo.site/t/original/i/86cd0aaff92b8755b35d674b1364fe834796b1e0b94db4f3e7091211d8d1168b/Frame-2327.png" data-mid="190088801" border="0" alt="New Listing Funnel with Enhanced Visual Assistance" data-caption="New Listing Funnel with Enhanced Visual Assistance" src="https://freight.cargo.site/w/1000/i/86cd0aaff92b8755b35d674b1364fe834796b1e0b94db4f3e7091211d8d1168b/Frame-2327.png" /> <img width="1614" height="680" width_o="1614" height_o="680" data-src="https://freight.cargo.site/t/original/i/7fcde686b591b5dfd862762b0f68abeee15cf5747ab64a67f27c7cd26d3d7db4/Frame-2328.png" data-mid="190088805" border="0" alt="New Listing Funnel with Enhanced Selling Guidance" data-caption="New Listing Funnel with Enhanced Selling Guidance" src="https://freight.cargo.site/w/1000/i/7fcde686b591b5dfd862762b0f68abeee15cf5747ab64a67f27c7cd26d3d7db4/Frame-2328.png" /> <img width="1410" height="793" width_o="1410" height_o="793" data-src="https://freight.cargo.site/t/original/i/f2e30075155ab5b25513810dda8ca68c0156b53092042f8bd6de888f911b384d/Frame-2342.png" data-mid="190088807" border="0" alt="Shipping Reminder and Follow-Up" data-caption="Shipping Reminder and Follow-Up" src="https://freight.cargo.site/w/1000/i/f2e30075155ab5b25513810dda8ca68c0156b53092042f8bd6de888f911b384d/Frame-2342.png" /> <img width="1399" height="636" width_o="1399" height_o="636" data-src="https://freight.cargo.site/t/original/i/b9890484511b17c359b05a456417f9cb021c9d4b362f4b0a115bb0c95448eced/Frame-2348.png" data-mid="190088809" border="0" alt="The Good Seller Guide - An Educative Initiative" data-caption="The Good Seller Guide - An Educative Initiative" src="https://freight.cargo.site/w/1000/i/b9890484511b17c359b05a456417f9cb021c9d4b362f4b0a115bb0c95448eced/Frame-2348.png" /> We also A/B tested various designs to optimise conversion. EXAMPLE 1<img width="1115" height="654" width_o="1115" height_o="654" data-src="https://freight.cargo.site/t/original/i/6b8b9040c747524a989b9a2307cf97bd1477987bc67903690dabe263b88be219/Frame-2349.png" data-mid="190088810" border="0" alt="Sample size 10k visits." data-caption="Sample size 10k visits." src="https://freight.cargo.site/w/1000/i/6b8b9040c747524a989b9a2307cf97bd1477987bc67903690dabe263b88be219/Frame-2349.png" /> Hypothesis: If we remove exit points in the header we can increase listing funnel conversion rate. Result:&nbsp;Conclusive, V2 +3.4% listing conversion vs original.&nbsp; Sample size - 10k visits. EXAMPLE 2 <img width="560" height="630" width_o="560" height_o="630" data-src="https://freight.cargo.site/t/original/i/c9cd3e974acca938cbf3edc7badc342137136064d2582915213cd5a6a556e42e/Frame-2350.png" data-mid="190088811" border="0" data-scale="57" src="https://freight.cargo.site/w/560/i/c9cd3e974acca938cbf3edc7badc342137136064d2582915213cd5a6a556e42e/Frame-2350.png" /> Hypothesis: If we optimise content design, more 1st time users will consult the contextual how-to-sell help article. Result: Conclusive, V1 +51.8% 1st time seller clicks on the article vs original. Sample size - 10k visits. EXAMPLE 3 <img width="990" height="598" width_o="990" height_o="598" data-src="https://freight.cargo.site/t/original/i/af3da3a7d43ce51fdfe5c3720506f0adb17392b412d78da972813a4eeb7a37e3/Frame-2351.png" data-mid="190088812" border="0" src="https://freight.cargo.site/w/990/i/af3da3a7d43ce51fdfe5c3720506f0adb17392b412d78da972813a4eeb7a37e3/Frame-2351.png" /> Hypothesis:&nbsp;If we modify the place of the CTA ‘Sell another item’, we can increase the volume of repeat listings. Result: Conclusive, V1 +13.9% clicks on the ‘Sell another item’ button vs original. Sample size - 35k visits. VALIDATING SOLUTIONS Created interactive prototypes using Sketch, InVision, or Marvel (days before Figma). <img width="368" height="719" width_o="368" height_o="719" data-src="https://freight.cargo.site/t/original/i/7135022daf2dae820464abfac58958d82d4d39c9fb703625c901b0bceba7e18f/Mobile-Prototype.png" data-mid="190089315" border="0" data-scale="42" src="https://freight.cargo.site/w/368/i/7135022daf2dae820464abfac58958d82d4d39c9fb703625c901b0bceba7e18f/Mobile-Prototype.png" />Conducted usability tests with a dedicated group of super user sellers who actively participted in interviews and prototype testing.Performed guerrilla testing for the new deposit funnel at pop-up stores and cafés. DELIVERY AB test approach:Roll out on selected device, country. Monitor data closely.Once a significant result comes out, we keep the winning variant and enlarge roll-out audience. Some challenges:Parallel progress with other key initiatives can lead to prioritisation dilemmas during roll-out.Dependencies on the operations system for some improvements.Economic pressure for immediate results. OUTCOME KPI:Improved seller listing conversion rate by 20%.Reduced seller non-shipping rate by 8%.Improved seller NPS by 15 points.C2C features have a significant influence on 
new seller behaviour.Qualitative feedback ‘I like the new listing flow on app; it’s clearer and nicer.’ ‘If you could collect items in front of my door that’d be top!’ ‘Finally the post office follow up info is there!’ KEY LEARNINGS Deep data mining and gathering qualitative feedback from all available channels, including client service, provide valuable user insights.Avoid assumptions; always verify even the smallest details. (e.g., one voucher's copy can create confusion).Close collaboration with super users yields highly rewarding outcomes. https://yangli.co.uk/Revolut-People-Platform Tue, 15 Aug 2023 22:02:27 +0000 Yang Li - End-to-End Product Design https://yangli.co.uk/Revolut-People-Platform Product Management, Product Design Revolut People Platform <img width="1781" height="852" width_o="1781" height_o="852" data-src="https://freight.cargo.site/t/original/i/034d6fa52d294ab120e8c8d23e68592924239d43ac4a53247d669ac347631ce6/Revolut-IntroVisual.png" data-mid="188439013" border="0" src="https://freight.cargo.site/w/1000/i/034d6fa52d294ab120e8c8d23e68592924239d43ac4a53247d669ac347631ce6/Revolut-IntroVisual.png" /> Please note that project details have been intentionally limited in this due to the sensitive nature of the work and specific confidentiality requirements. I appreciate your understanding and discretion regarding the restricted information. Thank you. CHALLEGES As the FinTech unicorn keeps growing and expanding in lightening speed, it faces two major challenges.&nbsp; Challenge 1: Attracting and Recruiting Top Talent In the competitive landscape of the fintech industry, Revolut faces a significant challenge in consistently attracting and recruiting the best talent to fuel its innovative growth. The rapid evolution and disruption within the financial technology sector demand a workforce that is not only highly skilled but also adaptable and forward-thinking. However, as the demand for top talent intensifies, Revolut must navigate several complexities - talent shortage and competition,&nbsp;cultural alignment, diverse skill set etc. - to ensure it remains a destination of choice for potential candidates. Challenge 2: Measuring and Managing Employee Performance In a dynamic and fast-paced environment like Revolut, accurately measuring and managing employee performance is essential to drive both individual growth and company success. However, the unique nature of the fintech industry, coupled with Revolut's disruptive approach, presents intricate challenges in establishing effective performance measurement frameworks. Navigating these challenges demands a strategic and nuanced approach that aligns talent recruitment and performance measurement with Revolut's innovative mission and business objectives. Addressing these hurdles effectively will enable Revolut to not only attract and retain top talent but also foster a culture of continuous improvement and exceptional performance. PROCESS In leading the design process for Revolut's People Platform, my focus was on transforming the recruiting and performance review processes to meet the unique demands of our dynamic fintech environment. With a lean and agile in-house team, we embarked on a journey of rapid iteration to deliver impactful solutions within an incredibly short deadline, all while navigating the complexities of strong-opinioned stakeholders. Deep Dive into User Needs: We kicked off by immersing ourselves in understanding the pain points and aspirations of recruiters, managers and employees. Through intensive workshops and stakeholder interviews, we gained firsthand insights into the challenges they faced and the improvements they sought.Rapid Prototyping and Testing: Given our tight timeframe, we swiftly translated these insights into interactive prototypes. These mockups allowed us to rapidly test and refine design ideas with real users, capturing their feedback and iteratively improving our solutions.Balancing Stakeholder Opinions: The diverse range of opinions among stakeholders posed a challenge, but we turned this into an opportunity. We facilitated frequent design review sessions that encouraged open dialogue and consensus-building, channeling strong opinions into constructive discussions that ultimately shaped our design direction.Iterative Design Cycles: Our lean team thrived on iterative cycles, constantly refining our prototypes based on user feedback and stakeholder input. We prioritised features based on impact and feasibility, ensuring that our solutions were not only innovative but also achievable within our aggressive timeline.Streamlined User Experience: Knowing that time was of the essence, we streamlined the user experience by simplifying complex processes and eliminating unnecessary steps. We designed intuitive interfaces that empowered recruiters, managers and employees to navigate the platform effortlessly, enhancing their interactions with it.Data-Driven Decision Making: Data was our compass throughout the design process. We analyzed existing recruitment and performance data to inform our design decisions, ensuring that our solutions were not only user-centric but also aligned with measurable business objectives.Testing Under Real Conditions: As we neared the finish line, we conducted realistic simulations to test the platform under real-world conditions. This allowed us to iron out any last-minute issues, ensuring a seamless launch despite the challenging timeframe.Stakeholder Buy-In and Communication: Communication was key in managing stakeholder expectations. We maintained an open channel for regular updates, showcasing our progress and demonstrating how the design solutions addressed their concerns and feedback.Successful Deployment: Against all odds, we successfully launched the revamped People Platform within the aggressive deadline. Our lean team's dedication, combined with our user-centric approach and ability to navigate strong opinions, led to a solution that not only met stakeholder expectations but also transformed recruiting and performance review processes for the better. In the end, our lean and agile design process for Revolut's People Platform was a testament to our ability to thrive in high-pressure situations, harness strong opinions for constructive outcomes, and deliver impactful solutions that empower both our users and our business. OUTCOME Built two key people processes into product from scratch in house extremely fast (hiring within 6 months, performance review within 3 months). These products have become vital to Revolut’s people management. https://yangli.co.uk/Product-Manual-Website Mon, 14 Aug 2023 11:18:55 +0000 Yang Li - End-to-End Product Design https://yangli.co.uk/Product-Manual-Website Product Design Product Manual Website<img width="1274" height="1784" width_o="1274" height_o="1784" data-src="https://freight.cargo.site/t/original/i/2ac8516022c2e57c7ee40d041142c5192f1097a637d54a6a2ec6651a451da188/ProductManual2.png" data-mid="187976713" border="0" data-scale="100" src="https://freight.cargo.site/w/1000/i/2ac8516022c2e57c7ee40d041142c5192f1097a637d54a6a2ec6651a451da188/ProductManual2.png" /> PROBLEM School students, budding product professionals at junior and intermediate levels, as well as individuals across various fields seeking a career transition, are inundated with a vast expanse of information pertaining to product management and design across the online landscape. This abundance can be bewildering. What they truly require is a comprehensive grasp of the entire spectrum of product management and design as professions, a curated repository of top-tier learning materials, and seamless access to systematically organized and regularly updated information – all available without any cost. PROCESS We adopted an exceedingly streamlined approach, emphasizing swift iterations. Our initial step involved conducting interviews with 20 target users to grasp their pain points, desires, and needs. Following this, we conducted an in-depth analysis of various online catalogues across different categories and the educational vertical. Through this analysis, we arrived at a pivotal design principle for our product: Ensuring a well-structured and comprehensible information architecture to facilitate easy scanning and understanding of a vast range of content. Additionally, we aimed to minimize interactions to only the most essential ones. Keep the number of interactions limited and essential. Our process included formulating the information architecture using a spreadsheet and sketching out the user journey on paper before translating these concepts into wireframes for user evaluation. Multiple rounds of prototyping and feedback refined the design, ultimately leading us to a point where we felt confident in progressing to implementation. Upon launch, we successfully debuted our product on Product Hunt. We diligently employed Google Analytics to monitor usage patterns and coupled this with qualitative insights from Product Hunt and social media for ongoing refinements. This iterative approach allowed us to continually enhance our product's performance and user experience. <img width="4320" height="2082" width_o="4320" height_o="2082" data-src="https://freight.cargo.site/t/original/i/cbdc8047fa22cd49cdd218ec0a3b32fabc9db08e32e887e2e3825e71f4ee8070/ProductManualWireframe.png" data-mid="188093011" border="0" alt="Wireframe" data-caption="Wireframe" src="https://freight.cargo.site/w/1000/i/cbdc8047fa22cd49cdd218ec0a3b32fabc9db08e32e887e2e3825e71f4ee8070/ProductManualWireframe.png" /> <img width="1500" height="1350" width_o="1500" height_o="1350" data-src="https://freight.cargo.site/t/original/i/c853242a9085b51d75f6296fffbdb65d07134e5467f5c62cd36e7f50f9d87a54/PMMobile.png" data-mid="188094135" border="0" alt="Mobile screens" data-caption="Mobile screens" src="https://freight.cargo.site/w/1000/i/c853242a9085b51d75f6296fffbdb65d07134e5467f5c62cd36e7f50f9d87a54/PMMobile.png" /> <img width="2160" height="1350" width_o="2160" height_o="1350" data-src="https://freight.cargo.site/t/original/i/ffc66fbe8d3be84da4458d2276c678da2cbcb8c6d9e3e6eb33f81c24f930a602/PMDesktop.png" data-mid="188094132" border="0" alt="Desktop screens" data-caption="Desktop screens" src="https://freight.cargo.site/w/1000/i/ffc66fbe8d3be84da4458d2276c678da2cbcb8c6d9e3e6eb33f81c24f930a602/PMDesktop.png" /> OUTCOME Served 80K+ users internationally. Feedback from the Product community is highly positive. Ranked No. 1 Product of the launch day and among products of the year on Product Hunt with 2,200+ upvotes. <img width="4320" height="2244" width_o="4320" height_o="2244" data-src="https://freight.cargo.site/t/original/i/86f2612a0b1f7f37b31bc5cb06d968e945a00f35b3a4b69fee11ab8276edb999/PMFeedback.png" data-mid="188094133" border="0" src="https://freight.cargo.site/w/1000/i/86f2612a0b1f7f37b31bc5cb06d968e945a00f35b3a4b69fee11ab8276edb999/PMFeedback.png" /> https://yangli.co.uk/Papernest-Product-Portfolio Mon, 14 Aug 2023 11:18:56 +0000 Yang Li - End-to-End Product Design https://yangli.co.uk/Papernest-Product-Portfolio Leadership, Product Management, Product Design Papernest Product Portfolio <img width="3111" height="2497" width_o="3111" height_o="2497" data-src="https://freight.cargo.site/t/original/i/e4fb88ae630ad6d13ac74c43834ba0e762005aca3e3f984bfc591f77d12de2cc/Papernest-IntroVisual.png" data-mid="188404247" border="0" src="https://freight.cargo.site/w/1000/i/e4fb88ae630ad6d13ac74c43834ba0e762005aca3e3f984bfc591f77d12de2cc/Papernest-IntroVisual.png" /> MISSION Upon joining Papernest, a pioneering contract management start-up at its third year of inception, I undertook a transformative mission as the Chief Product Officer. My objective was to spearhead the expansion and cultivation of a team comprised of highly motivated junior to mid-level product managers and designers, propelling the evolution of Papernest's diverse product portfolio. This multifaceted challenge encompassed several key facets. First, I directed the refinement of a B2C web application, focusing on optimising its key funnel for higher conversion rate. Simultaneously, I orchestrated the lean and cost-effective inception and development of a ground-up B2B product, harnessing innovation to craft a compelling and resource-efficient offering. In addition, I assumed responsibility for overseeing a diverse array of acquisition assets, nurturing their growth with our acquisition squad and the marketing crew. The emphasis on SEO and SEA excellence emerged as a pivotal driving force behind Papernest's success. Furthermore, I led an Operations squad skilled in Salesforce integration, ensuring seamless cohesion across the product spectrum. This entailed ongoing flow optimisation to boost operational efficiency, solidifying Papernest's industry leadership. PROCESS In a dynamic team structure encompassing four distinct squads—B2C, B2B, Acquisition, and Operations—the product design process is thoughtfully tailored to accommodate the unique challenges presented by each group. While varying problem sets, objectives, team compositions, tech stacks, and agile methodologies exist, a resolute outcome-driven mindset is woven into the fabric of our approach, ensuring that the entire product team engages in product discovery with an unwavering commitment to user-centricity and data-driven decision-making. Adaptable Framework and Outcome Focus: Acknowledging the diverse needs of each squad, the product design process is meticulously adapted to address specific requirements. The focus remains resolutely on tangible outcomes, aligning problem-solving methods, objectives, and technology choices accordingly.Unified Mindset: Irrespective of the squad's focus, a user-centric and data-driven mindset serves as the cornerstone of the entire product team's approach. This ensures that user needs remain central to every decision, while data insights drive iterative improvements.Cross-Squad Collaboration: Despite the unique challenges faced by each squad, a culture of collaboration is fostered. Regular cross-squad interactions and knowledge sharing sessions facilitate a holistic understanding of the product ecosystem, promoting innovative solutions and preventing silos. User Research Integration: Each squad integrates user research as an essential component of their respective product design processes. This entails collecting user feedback, conducting usability tests, and leveraging analytics to drive informed decisions.Iterative Testing and Feedback Loops: Continuous feedback loops are established, enabling iterative testing and refinement of prototypes, designs, and features. This iterative approach thrives on learning from user interactions and adapting solutions accordingly.Regular Sync-ups and Design Reviews: Scheduled cross-squad sync-ups not only provide a platform for discussing challenges, sharing insights, and aligning strategies but also include dedicated design review sessions. These collaborative gatherings foster an environment of creativity and innovation, reducing knowledge gaps, enhancing overall coordination, and ensuring that design considerations remain integral to our outcome-driven approach.KPI Alignment and Transparency: Collaboratively defined key performance metrics ensure consistent success criteria across squads, enabling meaningful comparisons and informed decisions. These KPIs are regularly communicated throughout the company, fostering team accountability and reinforcing our outcome-driven approach.Documentation and Knowledge Sharing: Best practices, lessons learned, and successful strategies are documented and shared across squads. This knowledge repository serves as a valuable resource, aiding in efficient problem-solving and solution development.Continuous Learning Culture: A commitment to continuous learning is nurtured, encouraging team members to explore new tools, methodologies, and industry trends. This proactive approach enriches the team's skillset and maintains a culture of innovation. In this complex team setup, the product design process harmoniously combines tailored approaches and unified principles, facilitating an efficient journey to create exceptional user-centered, data-driven products. <img width="1920" height="1080" width_o="1920" height_o="1080" data-src="https://freight.cargo.site/t/original/i/b471e833abb9ddfacaa9a52ca6f14c56053e23608af4d8260a0394e0a8749f2e/Papernest-B2C-ConversionOptimisation.001.001.png" data-mid="188158497" border="0" src="https://freight.cargo.site/w/1000/i/b471e833abb9ddfacaa9a52ca6f14c56053e23608af4d8260a0394e0a8749f2e/Papernest-B2C-ConversionOptimisation.001.001.png" /> <img width="1920" height="1080" width_o="1920" height_o="1080" data-src="https://freight.cargo.site/t/original/i/fa062fb95ca822ff2b1adfbe6c7abfd05b8a501d6710d16da4f70ffac883b743/Papernest-B2C-ConversionOptimisation.001.png" data-mid="188158498" border="0" src="https://freight.cargo.site/w/1000/i/fa062fb95ca822ff2b1adfbe6c7abfd05b8a501d6710d16da4f70ffac883b743/Papernest-B2C-ConversionOptimisation.001.png" /> <img width="1920" height="1080" width_o="1920" height_o="1080" data-src="https://freight.cargo.site/t/original/i/5d794dc14aabef9d983fbeff4b7e63186543b5efacd2fd2ecce86f5d144813cd/Papernest-B2C-CRO.001.png" data-mid="188158501" border="0" src="https://freight.cargo.site/w/1000/i/5d794dc14aabef9d983fbeff4b7e63186543b5efacd2fd2ecce86f5d144813cd/Papernest-B2C-CRO.001.png" /> B2C Web App Conversion Funnel Optimisation Opportunities OUTCOME Improved B2C app funnel conversion rate by 30% with an NPS at 60 high through 60+ AB tests in 10 months. Built the B2B app and grew B2B revenue by 500% and increased 3-month retention by 25% with an NPS at 50 high. Ensured Papernest’s leading on-line Acquisition position against competition. Reduced main subscription flow Operations time by 20%. https://yangli.co.uk/What-is-Where-App Tue, 15 Aug 2023 22:27:59 +0000 Yang Li - End-to-End Product Design https://yangli.co.uk/What-is-Where-App Product Design What is Where App PROBLEM Our life is filled up with material things, we lose track of what we have and where they are, and we end up losing time, getting frustrated not finding things, and buying new things unnecessarily. PROCESS A human-centred design approach combining Design Thinking and Lean UX methdology was adopted. User Interviews To understand users’ needs and define the user outcomes from the start, interviews have been conducted to find out the answers to three key questions:1. What is the user trying to accomplish? - Always know what items are where, and can find things easily and quickly - Not buy unnecessary things- Reduce clutters in the house- Get rid of things that are not useful anymore, give them a second life if possible 2. How does the user want to feel during and after this process? - One is in total control and efficient- Everything is organised and in order- Peaceful and self satisfied having done the conscious thing- Home is comfortable and lovely- Have the sense of belonging to a community and being helpful 3. How does our product get the user closer to a life goal or dream? To get closer to a life goal:- Live consciously and consume and recycle responsibly- Do one’s bit for the well-being of our mother earth Personas <img width="1399" height="1195" width_o="1399" height_o="1195" data-src="https://freight.cargo.site/t/original/i/6cd2862aa58ecd71e6931ed4efe01899c2675217f65bacb6aa002bed1b3c55ea/PersonJames.png" data-mid="188221072" border="0" src="https://freight.cargo.site/w/1000/i/6cd2862aa58ecd71e6931ed4efe01899c2675217f65bacb6aa002bed1b3c55ea/PersonJames.png" /> <img width="1399" height="1195" width_o="1399" height_o="1195" data-src="https://freight.cargo.site/t/original/i/d005d045cde5ef9b04b3d9db04a2eb496ce543bd30cc1f0ce50349e08bce9eb8/PersonaLeo.png" data-mid="188221069" border="0" src="https://freight.cargo.site/w/1000/i/d005d045cde5ef9b04b3d9db04a2eb496ce543bd30cc1f0ce50349e08bce9eb8/PersonaLeo.png" /> <img width="1399" height="1238" width_o="1399" height_o="1238" data-src="https://freight.cargo.site/t/original/i/a80afbb108af9e5b2459ef24a4d3947d67ac362688968e52c92d3bc4b1d3371f/PersonaYuan.png" data-mid="188221071" border="0" src="https://freight.cargo.site/w/1000/i/a80afbb108af9e5b2459ef24a4d3947d67ac362688968e52c92d3bc4b1d3371f/PersonaYuan.png" /> <img width="1360" height="1160" width_o="1360" height_o="1160" data-src="https://freight.cargo.site/t/original/i/7a90b3af9019ebd6df8ac0c68e4d83ecdab5a9ae7a5cd1ebf9469752623cedfa/PersonaSarah.png" data-mid="188221070" border="0" src="https://freight.cargo.site/w/1000/i/7a90b3af9019ebd6df8ac0c68e4d83ecdab5a9ae7a5cd1ebf9469752623cedfa/PersonaSarah.png" /> Product Research Numerous organising, decluttering, and cleaning apps exist on the market and they have different focuses.What existing products/services fail to deliver is a streamlined experience including easy inventorying, decluttering suggestions, and concrete recycling solutions. <img width="2220" height="1902" width_o="2220" height_o="1902" data-src="https://freight.cargo.site/t/original/i/8c4260b1e33c65077d71338541f560b8febabba732225d4cc81e50b860e5b812/Product-ResearchWiW.png" data-mid="188221832" border="0" src="https://freight.cargo.site/w/1000/i/8c4260b1e33c65077d71338541f560b8febabba732225d4cc81e50b860e5b812/Product-ResearchWiW.png" /> Wireframes User flows are visualised in low definition wireframes and tested early without implementation.The wireframes also help planning on what components should be created for later UI design phase. <img width="2736" height="1938" width_o="2736" height_o="1938" data-src="https://freight.cargo.site/t/original/i/0de0c13853697954d7ecf68de9046fe6e0d7ad3c4d4c183c12d10b5c25fc600a/WiWWireframe.png" data-mid="188222557" border="0" src="https://freight.cargo.site/w/1000/i/0de0c13853697954d7ecf68de9046fe6e0d7ad3c4d4c183c12d10b5c25fc600a/WiWWireframe.png" /> Design System <img width="1866" height="2133" width_o="1866" height_o="2133" data-src="https://freight.cargo.site/t/original/i/734b664949c088cc376ff8fe062c71b1714a853fd25bc23877bd447425ec6ac6/Frame-1872.png" data-mid="188223109" border="0" src="https://freight.cargo.site/w/1000/i/734b664949c088cc376ff8fe062c71b1714a853fd25bc23877bd447425ec6ac6/Frame-1872.png" /> <img width="2925" height="1833" width_o="2925" height_o="1833" data-src="https://freight.cargo.site/t/original/i/989a415ba6042133b0e2df644fefa0e46d0fefc7b12258e28a9ccb8fe3f03c48/Frame-1856.png" data-mid="188223108" border="0" src="https://freight.cargo.site/w/1000/i/989a415ba6042133b0e2df644fefa0e46d0fefc7b12258e28a9ccb8fe3f03c48/Frame-1856.png" /> <img width="4352" height="2232" width_o="4352" height_o="2232" data-src="https://freight.cargo.site/t/original/i/e34ec81eb92d8d6e08898a8580b013322afa680bdfb5a307430f35aa7991ff31/Frame-1888.png" data-mid="188223110" border="0" src="https://freight.cargo.site/w/1000/i/e34ec81eb92d8d6e08898a8580b013322afa680bdfb5a307430f35aa7991ff31/Frame-1888.png" /> Screen Designs<img width="2751" height="2745" width_o="2751" height_o="2745" data-src="https://freight.cargo.site/t/original/i/b795182993857e2b4a895d7355f65181baea629319cee333d4ff3da685962f4e/WiW-Screens.png" data-mid="188224136" border="0" src="https://freight.cargo.site/w/1000/i/b795182993857e2b4a895d7355f65181baea629319cee333d4ff3da685962f4e/WiW-Screens.png" /> https://yangli.co.uk/Ace-Holidays-Website Fri, 18 Aug 2023 10:48:20 +0000 Yang Li - End-to-End Product Design https://yangli.co.uk/Ace-Holidays-Website Product Design Ace Holidays Website <img width="1600" height="1370" width_o="1600" height_o="1370" data-src="https://freight.cargo.site/t/original/i/1959fc6fed80393ed14ba2279ff2d44a78bd4852c29972f68db982cdb94d46da/AceHolidays.png" data-mid="188266049" border="0" src="https://freight.cargo.site/w/1000/i/1959fc6fed80393ed14ba2279ff2d44a78bd4852c29972f68db982cdb94d46da/AceHolidays.png" /> PROBLEM Tennis fans have difficulty finding holiday tours which perfectly combine tennis tournaments, linguistic stay, and deep travel, allow high level of personalisation, and promote immersive discovering and learning, for both adults and children. PROCESS User Interviews To understand users’ needs and define the user outcomes from the start, interviews have been conducted to find out the answers to three key questions:1. What is the user trying to accomplish? - Visit world class tennis tournaments and watch top level matches - Tour the host countries and discover different cultures- Learn to play or improve tennis with professional coaches during holidays- Learn/improve languages in the native countries and in an immersive way 2. How does the user want to feel during and after this process? - Excited, eys and mind opened, curiosity satisfied - Great to have experienced what many have not- Joy of playing and improving tennis game- Happy to explore new countries/cultures and connect to new people 3. How does our product get the user closer to a life goal or dream? - Be a person highly knowledgeable, having lots of experienced and travelled around the world- Develop a great body and live a healthy lifestyle by playing tennis- Connect to other people in different cultures, enrich social experience User Journey Mapping <img width="1030" height="1486" width_o="1030" height_o="1486" data-src="https://freight.cargo.site/t/original/i/4947c32c2acbbdabda7406b1b5a2c05da4a7ba2d08d3ac244854fa95f866320a/User-Journey-Map-4Ace.png" data-mid="188266795" border="0" src="https://freight.cargo.site/w/1000/i/4947c32c2acbbdabda7406b1b5a2c05da4a7ba2d08d3ac244854fa95f866320a/User-Journey-Map-4Ace.png" /> <img width="1029" height="1486" width_o="1029" height_o="1486" data-src="https://freight.cargo.site/t/original/i/1caad2708d88c143e28e84d8e6116ee735bf434b635022672afa0643505720bd/User-Journey-Map-3Ace.png" data-mid="188266794" border="0" src="https://freight.cargo.site/w/1000/i/1caad2708d88c143e28e84d8e6116ee735bf434b635022672afa0643505720bd/User-Journey-Map-3Ace.png" /> Product Research There are a number of tennis tour organisers addressing different market segments. What existing organisers fail to deliver is personalised holiday experiences promoting learning for tennis fans, adult and children.Ace Holidays centres holidays on the best tennis in Europe, makes packages highly personalisable, and promotes various options of learning experiences. <img width="2621" height="1969" width_o="2621" height_o="1969" data-src="https://freight.cargo.site/t/original/i/7cbe0a54d384cfd67c11655fbfe53550f8fe06a949b2b61239125950d32765c7/AceHolidays2.png" data-mid="188267085" border="0" src="https://freight.cargo.site/w/1000/i/7cbe0a54d384cfd67c11655fbfe53550f8fe06a949b2b61239125950d32765c7/AceHolidays2.png" /> Wireframes My approach for responsive website design is as follows.First wireframe on desktop to include all relevant information - this avoids missing any useful info during ideation.Then design UI on mobile first from the desktop wireframes - this forces prioritisation and pushs further reflection on information architecture as mobile screens have more constraints.From left to right, top to bottom: home page, product category page, product page, booking, and confirmation. <img width="3003" height="2596" width_o="3003" height_o="2596" data-src="https://freight.cargo.site/t/original/i/d700425bd917eabfe060efbaccfe51edeec650e2a422caf1b3f120250b8085f2/AceHolidays3.png" data-mid="188267211" border="0" src="https://freight.cargo.site/w/1000/i/d700425bd917eabfe060efbaccfe51edeec650e2a422caf1b3f120250b8085f2/AceHolidays3.png" /> Design System <img width="2025" height="2277" width_o="2025" height_o="2277" data-src="https://freight.cargo.site/t/original/i/998040e23605e515cbe6d469ccc63251538da8eceb294bcf85e405a1a1cd66f0/Frame-1872AceHolidays.png" data-mid="188267809" border="0" src="https://freight.cargo.site/w/1000/i/998040e23605e515cbe6d469ccc63251538da8eceb294bcf85e405a1a1cd66f0/Frame-1872AceHolidays.png" /> <img width="2925" height="2658" width_o="2925" height_o="2658" data-src="https://freight.cargo.site/t/original/i/047cb489fb550a22f9e99afd7ff565c41d2d89a26e9929c0c81ea1dc72b28075/Frame-1856AceHolidays.png" data-mid="188267808" border="0" src="https://freight.cargo.site/w/1000/i/047cb489fb550a22f9e99afd7ff565c41d2d89a26e9929c0c81ea1dc72b28075/Frame-1856AceHolidays.png" /> <img width="2925" height="2928" width_o="2925" height_o="2928" data-src="https://freight.cargo.site/t/original/i/3898012bfca53d23ea2949d912d58bf390bc372b648346ff58558d8370a67738/Frame-1896AceHolidays.png" data-mid="188267812" border="0" src="https://freight.cargo.site/w/1000/i/3898012bfca53d23ea2949d912d58bf390bc372b648346ff58558d8370a67738/Frame-1896AceHolidays.png" /> Screen Designs<img width="4320" height="2700" width_o="4320" height_o="2700" data-src="https://freight.cargo.site/t/original/i/7b3a95429d391354cade226dc570f11a1f3baab6d60ec9bc771480b7e26fadf6/Screen-VisualsAceHolidays.png" data-mid="188268096" border="0" src="https://freight.cargo.site/w/1000/i/7b3a95429d391354cade226dc570f11a1f3baab6d60ec9bc771480b7e26fadf6/Screen-VisualsAceHolidays.png" /><img width="4320" height="2700" width_o="4320" height_o="2700" data-src="https://freight.cargo.site/t/original/i/de60d4141745c7b5b2b33eb6881aeb83e2509e2130a24bb2779c8cf528456b1e/Screen-VisualsAceHolidays-1.png" data-mid="188268094" border="0" src="https://freight.cargo.site/w/1000/i/de60d4141745c7b5b2b33eb6881aeb83e2509e2130a24bb2779c8cf528456b1e/Screen-VisualsAceHolidays-1.png" /><img width="4320" height="2700" width_o="4320" height_o="2700" data-src="https://freight.cargo.site/t/original/i/402a7acd5750c1d94ed4586ccf04e3c6e3e35d2c503584955882cb69c12e4418/Screen-VisualsAceHolidays-2.png" data-mid="188268095" border="0" src="https://freight.cargo.site/w/1000/i/402a7acd5750c1d94ed4586ccf04e3c6e3e35d2c503584955882cb69c12e4418/Screen-VisualsAceHolidays-2.png" /> https://yangli.co.uk/Vestiaire-Collective-Seller-Experience Tue, 15 Aug 2023 22:27:18 +0000 Yang Li - End-to-End Product Design https://yangli.co.uk/Vestiaire-Collective-Seller-Experience Product Management, Product Design Vestiaire Collective Seller Experience <img width="2342" height="2530" width_o="2342" height_o="2530" data-src="https://freight.cargo.site/t/original/i/e5b913c1b6fdceb543dea01ba7eafa3fe3155e747943865e54a11ee7202a9990/VC-IntroVisual.png" data-mid="188404258" border="0" src="https://freight.cargo.site/w/1000/i/e5b913c1b6fdceb543dea01ba7eafa3fe3155e747943865e54a11ee7202a9990/VC-IntroVisual.png" /> 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. 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. <img width="750" height="1624" width_o="750" height_o="1624" data-src="https://freight.cargo.site/t/original/i/2509666d3751ca69426c0bb2d3940979f8df17e860296728eae3ef96eb5cb8e5/00---Nouveau-dpt.png" data-mid="188165851" border="0" src="https://freight.cargo.site/w/750/i/2509666d3751ca69426c0bb2d3940979f8df17e860296728eae3ef96eb5cb8e5/00---Nouveau-dpt.png" /> <img width="750" height="1624" width_o="750" height_o="1624" data-src="https://freight.cargo.site/t/original/i/3e3847fd879df872ca3a7da04f84cd4e3d1ddea534243db2b16f637d57876f46/01---Liste-dpt-Copy.png" data-mid="188165852" border="0" src="https://freight.cargo.site/w/750/i/3e3847fd879df872ca3a7da04f84cd4e3d1ddea534243db2b16f637d57876f46/01---Liste-dpt-Copy.png" /> <img width="750" height="1624" width_o="750" height_o="1624" data-src="https://freight.cargo.site/t/original/i/1028104dc9550d2d70c5f352724c0ecfcb45f572ed6d43e9501010f557c248f8/03---Catgories.png" data-mid="188165859" border="0" src="https://freight.cargo.site/w/750/i/1028104dc9550d2d70c5f352724c0ecfcb45f572ed6d43e9501010f557c248f8/03---Catgories.png" /> <img width="750" height="1624" width_o="750" height_o="1624" data-src="https://freight.cargo.site/t/original/i/d734c3e9fec5d1b60cd116d536970fce7a53735bf5b1eeecda5ed952c108fab7/04---Sous-catgorie.png" data-mid="188165867" border="0" src="https://freight.cargo.site/w/750/i/d734c3e9fec5d1b60cd116d536970fce7a53735bf5b1eeecda5ed952c108fab7/04---Sous-catgorie.png" /> <img width="750" height="1624" width_o="750" height_o="1624" data-src="https://freight.cargo.site/t/original/i/378dd6e8c1da3481b7a4063ec743c212b53bf241b23e95c91eececb2858f5427/05---Marques.png" data-mid="188165870" border="0" src="https://freight.cargo.site/w/750/i/378dd6e8c1da3481b7a4063ec743c212b53bf241b23e95c91eececb2858f5427/05---Marques.png" /> <img width="750" height="1624" width_o="750" height_o="1624" data-src="https://freight.cargo.site/t/original/i/b28b75ec8dc9d9a2dee7f0aa02227060b5d30e3c0082fdd09c1912e17c5d41cb/06---Modele-A.png" data-mid="188165871" border="0" src="https://freight.cargo.site/w/750/i/b28b75ec8dc9d9a2dee7f0aa02227060b5d30e3c0082fdd09c1912e17c5d41cb/06---Modele-A.png" /> <img width="750" height="1624" width_o="750" height_o="1624" data-src="https://freight.cargo.site/t/original/i/3c6ca444c262028b24b4c60c024a1cd4da7f1a59a411130213e635b3e3497bd3/07---Modele-B.png" data-mid="188165872" border="0" src="https://freight.cargo.site/w/750/i/3c6ca444c262028b24b4c60c024a1cd4da7f1a59a411130213e635b3e3497bd3/07---Modele-B.png" /> <img width="750" height="1624" width_o="750" height_o="1624" data-src="https://freight.cargo.site/t/original/i/0d4b14abd08d98c343934bbc72bc08bfd27505463cbbd47cb86d49f052eeee4d/08---Dimensions---hauteur.png" data-mid="188165873" border="0" src="https://freight.cargo.site/w/750/i/0d4b14abd08d98c343934bbc72bc08bfd27505463cbbd47cb86d49f052eeee4d/08---Dimensions---hauteur.png" /> <img width="750" height="1624" width_o="750" height_o="1624" data-src="https://freight.cargo.site/t/original/i/22e604d3f52cbee8bfd7d7b66d4eed7d2cfce2368a15fc8ea2a3dcd507a01b84/12---Couleur-selected.png" data-mid="188165884" border="0" src="https://freight.cargo.site/w/750/i/22e604d3f52cbee8bfd7d7b66d4eed7d2cfce2368a15fc8ea2a3dcd507a01b84/12---Couleur-selected.png" /> <img width="750" height="1624" width_o="750" height_o="1624" data-src="https://freight.cargo.site/t/original/i/46bc32902c2ab3135628fce91d60d3d3a92dd83e19c9c629a68fb206fda0f33c/10---Matiere.png" data-mid="188165882" border="0" src="https://freight.cargo.site/w/750/i/46bc32902c2ab3135628fce91d60d3d3a92dd83e19c9c629a68fb206fda0f33c/10---Matiere.png" /> <img width="750" height="1624" width_o="750" height_o="1624" data-src="https://freight.cargo.site/t/original/i/ae83cbfa6ccd68fd8739bd7e609d072530674c964afcc9b6f58af786032b7ed4/14---Dfauts-Copy-2.png" data-mid="188165889" border="0" src="https://freight.cargo.site/w/750/i/ae83cbfa6ccd68fd8739bd7e609d072530674c964afcc9b6f58af786032b7ed4/14---Dfauts-Copy-2.png" /> <img width="750" height="1624" width_o="750" height_o="1624" data-src="https://freight.cargo.site/t/original/i/7c10b9922e362f42498cba6fd6293c8f075365ac6eaefaf1fc213ecb9c1eefb9/18---Description-selected.png" data-mid="188165900" border="0" src="https://freight.cargo.site/w/750/i/7c10b9922e362f42498cba6fd6293c8f075365ac6eaefaf1fc213ecb9c1eefb9/18---Description-selected.png" /> <img width="750" height="1624" width_o="750" height_o="1624" data-src="https://freight.cargo.site/t/original/i/b918c516ab7eb3131ee2ff00b9764a0f7cdbc79ba1a5b8c3a361e4affb7dbf67/18---Photos---Bibliothque-0-Copy.png" data-mid="188165908" border="0" src="https://freight.cargo.site/w/750/i/b918c516ab7eb3131ee2ff00b9764a0f7cdbc79ba1a5b8c3a361e4affb7dbf67/18---Photos---Bibliothque-0-Copy.png" /> <img width="750" height="1624" width_o="750" height_o="1624" data-src="https://freight.cargo.site/t/original/i/c5cc9e34116720526b6339f5c40d51b3866bfde40d740dd2ef2d48a401cc5a32/19---Prix-Copy.png" data-mid="188166420" border="0" src="https://freight.cargo.site/w/750/i/c5cc9e34116720526b6339f5c40d51b3866bfde40d740dd2ef2d48a401cc5a32/19---Prix-Copy.png" /> <img width="750" height="3184" width_o="750" height_o="3184" data-src="https://freight.cargo.site/t/original/i/0ed0c08aea988c2c62fe18c77280dd7e6bbcae8c7ff48b3deb928b32ccdaf8ec/20---Rsumer-du-dpt.png" data-mid="188165913" border="0" src="https://freight.cargo.site/w/750/i/0ed0c08aea988c2c62fe18c77280dd7e6bbcae8c7ff48b3deb928b32ccdaf8ec/20---Rsumer-du-dpt.png" /> <img width="750" height="1624" width_o="750" height_o="1624" data-src="https://freight.cargo.site/t/original/i/9337d364bc30d87412fb09d84b5b5a69a45483f711ae11d9991b8676047eddb2/20---Rsumer-du-dpt-Copy.png" data-mid="188165912" border="0" src="https://freight.cargo.site/w/750/i/9337d364bc30d87412fb09d84b5b5a69a45483f711ae11d9991b8676047eddb2/20---Rsumer-du-dpt-Copy.png" /> 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. https://yangli.co.uk/Roland-Garros-Digital-Products Tue, 15 Aug 2023 22:27:39 +0000 Yang Li - End-to-End Product Design https://yangli.co.uk/Roland-Garros-Digital-Products Product Management, Product Design Roland Garros Digital Products <img width="740" height="741" width_o="740" height_o="741" data-src="https://freight.cargo.site/t/original/i/5d0c7c0079db2f8c9497d31586ec9c708fcb1d1039b5de3b0eef13b04b16e7bd/Portfolio-YangLi-8Thumbnail.png" data-mid="188219911" border="0" data-scale="88" src="https://freight.cargo.site/w/740/i/5d0c7c0079db2f8c9497d31586ec9c708fcb1d1039b5de3b0eef13b04b16e7bd/Portfolio-YangLi-8Thumbnail.png" /> MISSION During the early phases of my product management and design journey, I undertook a transformative mission: to conceptualise and manage a comprehensive suite of digital products for the renowned French tennis grand slam event, Roland Garros. This encompassed a ticketing website, a dedicated tournament media platform, and customised mobile apps for spectators. At its essence, our mission aimed to create a seamless and captivating tennis fan experience, spanning pre-event anticipation to post-tournament reflection. We focused on spectators, transforming their dreams of a flawless grand slam journey into a vibrant reality. PROCESS Due to the unique nature of the Roland Garros tournament, occurring only once a year over a span of three weeks, our product iteration cycle couldn't be shortened. This meant that any identified improvements would have to wait for implementation until the following year, demanding a dedicated and thorough approach. Despite the limited iteration scope, our commitment to excellence remained unwavering. We conducted in-depth research through focus groups, user interviews, and surveys to meticulously map the user journey. Teaming up with specialised agencies, we orchestrated a thoughtfully planned sequence of workshops encompassing strategy, ideation, design review, regular progress updates, and sync sessions to enhance our approach.Prototyping and testing were integral at various stages, ensuring robust products ready for the tournament's demands. Managing stakeholders was a delicate yet crucial aspect. Balancing the business interests of media, partnerships, and ticketing departments with the preferences of spectators and brand image required careful consideration. Prioritisation, though challenging, was approached with a collaborative spirit. While our in-house product team was compact, it offered ample opportunities for broad learning. I delved into user research, journey mapping, wireframing, and prototyping. Visual design was elevated by a comprehensive and modular graphic chart. I played a direct role in crafting a diverse range of visual assets, aligning each creation with the chart's guiding principles. Throughout the tournament, we gathered firsthand feedback by engaging various user groups through interviews. Post-tournament, we leveraged surveys and group panels to distill insights. Rigorous data collection across the product line complemented this qualitative approach, providing a well-rounded basis for analysis. Both qualitative and quantitative insights shaped the course for the following year, forming a comprehensive and lengthy annual iteration cycle tailored to the distinctive nature of the event. OUTCOME Roland Garros’ mobile apps and media content website served 15+ million unique visitors per year and user engagement improved by 15%. The Roland Garros apps keep improving and are rated 4.6 on the App Store and 4.7 on the Play Store. The Roand garros ticketing website won a design award, served 2+ million users with 400,000+ annual ticket sales, with 10%+ annual revenue increase.