THE CHALLENGE
Many Vinted users face problems when preparing their articles to be sent.
As a Vinted user, I usually encounter some difficulties every time someone buys some of my uploaded clothing. I might not have a proper box to prepare the package, I need to ask my boss for some time off to deliver said package to the postal office or delivery point or that office is way too far...
THE RESEARCH
I conducted a survey between over 50 people to check if this problem was only affecting me, or could actually be a pain point for more Vinted users, while also trying to find other pain points throughout the user experience. This survey allowed me to gather some quantitative and qualitative data on possible user frustrations with Vinted.
75% of respondants have felt “lost” when preparing their package. 60% feels they have trouble finding some time to deliver those packages.
I conducted a survey between over 50 people to check if this problem was only affecting me, or could actually be a pain point for more Vinted users, while also trying to find other pain points throughout the user experience. This survey allowed me to gather some quantitative and qualitative data on possible user frustrations with Vinted.
USER PERSONAS AND EMPATHY TOOLS
Through the gathered data, I created a series of user persona that could help me emphatize with the different kind of users that use Vinted with similar goals, yet significant differences. This exercise would be important in order to create and validate a new feature that could be used by all kind of users.
Through the gathered data, I created a series of user persona that could help me emphatize with the different kind of users that use Vinted with similar goals, yet significant differences. This exercise would be important in order to create and validate a new feature that could be used by all kind of users.
I also used Empathy Maps for each of this users and Protojourneys. Both these exercises threw some light on possible pain points of the user experience in Vinted, and how these could mean a frustrating experience in the app.
MAIN TAKEAWAYS
The research phase, with both interviews and empathy tools, helped me drawing 3 big themes around which I could build a new feature for Vinted
Some of the interviewed mentioned this step as a pain point that discouraged them when completing the upload of the product. Sometimes their products would have stretch marks or would not look good on camera, which made interviewers believe they were not going to sell them that easily.
75% of the participants were selling occasionally, and usually faced problems when packaging because they would not keep packaging materials for this occasions. 100% said they had improvised with anything they had at hand (used boxes or plastic bags)
None of the respondants had a Shipping Office nearer than 1 minute away, and that led to some issues when taking the package to said offices. Since most of the interviewed were also working, they mentioned having to “escape” the office to deliver their items, something that made the task a pain point. In addition, buyers are the ones who choose the shipping company, so the seller has to go to a different Shipping Office deppending on the buyer’s choice.
The research phase, with both interviews and empathy tools, helped me drawing 3 big themes around which I could build a new feature for Vinted
1. Taking pictures of the products
Some of the interviewed mentioned this step as a pain point that discouraged them when completing the upload of the product. Sometimes their products would have stretch marks or would not look good on camera, which made interviewers believe they were not going to sell them that easily.
2. Preparing the package
75% of the participants were selling occasionally, and usually faced problems when packaging because they would not keep packaging materials for this occasions. 100% said they had improvised with anything they had at hand (used boxes or plastic bags)
3. Taking the package to the Shipping Office
None of the respondants had a Shipping Office nearer than 1 minute away, and that led to some issues when taking the package to said offices. Since most of the interviewed were also working, they mentioned having to “escape” the office to deliver their items, something that made the task a pain point. In addition, buyers are the ones who choose the shipping company, so the seller has to go to a different Shipping Office deppending on the buyer’s choice.
THE DESIGN
The research phase led to a brainstorming of new features for the app that could solve found user needs. To narrow it down, I created a Value Proposition Canvas and a MOSCOW that could highlight essential features.
The research phase led to a brainstorming of new features for the app that could solve found user needs. To narrow it down, I created a Value Proposition Canvas and a MOSCOW that could highlight essential features.
VINTED COLLECT: A NEW FEATURE PROPOSAL FOR VINTED
I decided to focus on the 2 latter themes to build my proposal. I figured out that one single feature could solve both, so I didn’t have to choose between them after discarding the path of the product photographies.
Vinted Collect came up as the final proposal. This feature would give users the option to have their sold items delivered to the Shipping Offices, instead of taking them themselves, through a team of riders.
Using Figma, I designed and tested wireframes that could point out failures until reaching an optime user flow. I developed a pop up navigation menu and a chat menu, but after testing it with users, the former was the most liked.