Amplifying And Reimagining Marketplace Experiences Using Customer-Centric Practices At Flipkart
crafting and reimagining experiences across sellers, vendors, payments, logistics and operations
CONTEXT
The competitive business environment for an e-commerce company makes being customer centric a forcing function for the consumer side of the business. However the b2b, seller, vendor and logistics side are often more business and operations focussed in their approach.
OUR PROCESS
Pensaar Design worked with the company to coach the product teams on customer obsession skills as well as partner on projects to showcase the impact of a customer backed approach.
Building Capability
Over a period of 3 years, Pensaar Design worked with the internal product teams to help them understand their customers to drive better product decisions. To create an emotional connect with the customer we created opportunities putting together simulated environments to deeply understand the customers challenges in working with their platform.
OUTCOMES
Project 1
Redesigning eCommerce Platforms to Automate Seller Logistics
cONTEXT
E-commerce Platforms liaise with vendors & sellers to provide customers with products at the best price, quality and on-time delivery. In order to do so companies require an intelligent collaborative platform which not only brings their processes and requirements online but also allow vendors to automate and manage their entire operations efficiently.
OUR PROCESS
Pensaar Design carried out in-depth qualitative research with vendors and sellers to redesign the platform and deliver an intelligent, collaborative platform to handle seller logistics
outcome
95% adoption within the first 2 month
Our Findings
OUR SOLUTION
Project 2
Reimagining the E-commerce Payments Experience to Build Seller Trust
CONTEXT
At the core of the marketplace component of an eCommerce Platform are sellers, who interact with the platform to sell their wares to customers. The platform is one of many channels or mediums through which the sellers are running their business, they need the ability to consolidate and reconcile their sales data to be able to make calculative decisions for their business.
OUR PROCESS
Pensaar Design carried out in-depth qualitative research with sellers to across the country to understand pain points and redesign the payment experience to enable confidence in their decision making.
