Optimizing Important Calls To Actions
VarageSale is an app that facilitates the connection of buyers and sellers with the goal of completing a successful exchange of goods for money.
It's inherently important for potential sellers to know how to post an item and it's equally important that potential buyers know how to get in touch with those sellers.
It's inherently important for potential sellers to know how to post an item and it's equally important that potential buyers know how to get in touch with those sellers.
Product
VarageSale • 2016-17
Role
User Research, Usability Testing, UI Design, UX Design
Platforms
iOS, Android
The Problems
Why were so many users writing into help desk asking how to post an item?
The key to a thriving buy-and-sell platform is inventory, which relies on members posting items. With VarageSale's growing monthly active users (MAU), we've seen an increase in inquiries about posting procedures. While scripted responses help, answering these queries remains time-consuming. Ensuring clarity on the platform's primary function is essential for both new and existing members.
Why were so many users writing into help desk asking how to get in touch with the seller?
Potential buyers encountered issues akin to sellers—many were getting stuck at the initial transaction step, struggling to contact sellers. This frequent query contradicted VarageSale's focus on seamless buying and selling. Ensuring a smooth transaction necessitates both parties can effortlessly complete required tasks.
Could updating the UI to clarify this process decrease support tickets?
Could updating the UI to clarify this process decrease support tickets?
The Goals
- Increase posted items
- Increase member messages
- Increase items sold
- Decrease help desk tickets
The Solutions
Larger CTA's that grab your attention with increased clarity and intuitive messaging.
Results
- 2x increase in posted items
- 135% increase in member messages
- 47% increase in items sold
- 90% decrease help desk tickets