Address Signal for Cancel
Year
2024
Role
UX/ UI Designer
Team
Post-transaction at eBay
(Protections)
Problem
Misuse of the "Address Issues" cancellation reason code, primarily by sellers seeking to avoid penalties for being out of stock, results in significant GMV forfeitures—an estimated $43 million quarterly.
Opportunity
Opportunity: By enhancing address validation and blocking misuse of the "Address Issues" claim, we aim to protect buyers, reduce seller gaming behaviors, and improve the overall experience.
This format highlights the impact of the issue's financial and user experience while showcasing your role in addressing it.
Understanding the Current Experience:
A Key Step to Driving Improvements
It is crucial to analyze the current experience to identify gaps, pain points, and areas of misuse. By understanding how sellers and buyers interact with the 'Address Issues' process today, we can pinpoint where the misuse occurs and how it impacts stakeholders. This insight is essential for designing solutions that effectively address the root causes while improving the overall user experience.
Collaboration with PMs and Engineers from the Start
Early collaboration with product managers and engineers is essential to align on goals, constraints, and guidelines. By involving these stakeholders early, we can proactively address potential limitations and ensure that design solutions are both feasible and effective. This approach helps streamline the process and reduces the need for major adjustments later on.
Preparing for Weekly Check-Ins
with Stakeholders
During weekly check-in sessions, I share updates on the progress of my work, including the latest developments and potential options or solutions I’ve explored. This preparation facilitates productive discussions with stakeholders, allowing us to align on the desired direction and make informed decisions together.
Preparing for Design Handoff
Once the design and content are approved by stakeholders, I prepare for the handoff by providing detailed annotations and comments, as well as additional materials like prototypes or guidance on how the design works. These resources help ensure a smooth implementation by giving engineers and other collaborators a clear understanding of the intended functionality and interactions.
