Creating experiences for key stakeholders in the marketplace
With the onset of consumers increasingly changing behaviour to buy products online, e-commerce has allowed SMBs in India, the ability to expand their reach across India. SMBs are now expected to communicate with large audiences and manage their operations using technology alone. One of the largest e-commerce players in India, Flipkart, brings together on their platform, customers, sellers and, large company vendors.
Pensaar Design was brought in to redesign several aspects of the Seller portal so that Sellers across India have a great experience selling through Flipkart and can actively grow their businesses on the platform. Pensaar Design conducted research with sellers and vendors across different cities, literacy levels and tech prowess. Contextual Inquiries allowed us to observe and understand challenges and needs ranging from their business and money management, to onboarding and order management.
Over a period that spanned many months, Pensaar Design user experience designers and interaction designers had the opportunity to work with the internal product teams to use the research insights to design Seller experiences that were intuitive and usable. We helped the internal teams understand their customers better, even put together simulated environments to deeply understand the Seller challenges in working with the platform.
The designs once developed increased Seller confidence in working with the Seller portal to manage and grow their business. We saw a significant drop in calls to customer service, a great indicator of confidence amongst the Sellers to use the Seller Portal to run and grow their business.