Contextual User Ratings that Focus on 'The Good Things'
VarageSale is a buy and sell app that highlights and enhances the value of your local community with trust and safety at the heart of every interaction.
Connecting members looking for a great deal with members looking to de-clutter items no longer needed, VarageSale is trusted by millions to keep them safe both digitally and in-person.
Connecting members looking for a great deal with members looking to de-clutter items no longer needed, VarageSale is trusted by millions to keep them safe both digitally and in-person.
Product
VarageSale • 2016
Role
User Research, Usability Testing, UI Design, UX Design
Platforms
iOS, Android
The Problems
Can we improve giving feedback with a focus on encouraging positive behaviour?
Despite the popularity of the Praise system, VarageSale members consistently requested improved user ratings. While the open text field allowed users to express themselves freely, many found it challenging to provide meaningful feedback.
To address this, could we create a system that encourages contextual ratings and promotes desired behavior?
To address this, could we create a system that encourages contextual ratings and promotes desired behavior?
Can we incentivize our members to mark their items as sold?
This problem is two-fold. Marking an item as sold allows the VarageSale system to remove items no longer available and it's also a very important metric that VarageSale wants to keep track of to understand the overall health of the platform.
Opportunity
Strengthen the Praise system and educate members on being good VarageSale users. Collect member feedback after each transaction to gauge sentiments. Address the issue of missed transactions, which remains a significant pain point beyond our app's control.
The Goals
- Promote positive behaviour on and off the platform
- Keep members accountable for their actions on and off the platform
- Provide incentive to mark items as sold and leave feedback
- Keep it fun and light - no wasting time with long reviews
User Interviews
User Interviews revealed the important values of a 'good buyer' and a 'good seller'
'Good Buyer'
- Attentive (Responded quickly to messages)
- Punctual (Met on time for the meetup)
- Friendly (Pleasant to deal with)
- Fair (Reasonable and accommodating)
'Good Seller'
- Attentive (Responded quickly to messages)
- Punctual (Met on time for the meetup)
- Friendly (Pleasant to deal with)
- Fair (Reasonable item price and accommodating)
The Solution
An easy and intuitive system for members to provide fast and contextual feedback to the members they've met