eBay Post Purchase

Dispute resolution flows, fall 2014 release

Prior to 2014, eBay did not have a post purchase experience on mobile and the desktop experience was severely lacking as it was not retail standard, had a confusing and inconsistent UI, and existed to meet business goals, rather than be driven by a good customer experience. This effort, launched by the Trust organization at eBay, overhauled the desktop experience and launched the post purchase experience on mobile (mobile web and a web view in the native apps). The result was a significant drop in Customer Service calls, and an immediate increase in seller NPS.

My Role

I was part of a team of 4 UX designers, each of whom were responsible for a part of the post-purchase experience, i.e, cancelations, order tracking, returns and partial returns, item not received, and disputes. I was the lead designer for the dispute resolution experience, working directly with the product manager and development team.

The Design

The design is meant to clearly communicate to the user the status of their case at all times. This was critical to establishing trust in an already non-ideal situation. The process of opening and appealing a case was also made fairly straightforward and reflected in the design- in the past, this was a fairly convoluted process that had to go through the eBay Resolution Center. The final design was a huge improvement over the previous experience though it was by no means an ideal solution - there were challenges due technical constraints with the available services and a few compromises had to be made.

Process and iterations

The dispute resolution flow was one of the most complex flows and involved mapping all the use-cases and entry points for the buyer and the seller. After mapping the use-cases, the next step was to start sketching and wireframing the concepts. Consistency was key to the post purchase experience and a template was used across the five areas. There were rounds of user testing and iterations based on feedback. 

Final design

I was not the visual designer on this project, but the visual design was a literal translation of the wireframes using the eBay style guides for mobile and desktop.