OVERVIEW
1stdibs a marketplace for rare and desirable objects in furniture, fashion, fine art, and jewelry. 1stdibs connects 4,500 of the world's best Sellers from 40 countries to millions of shoppers. Therefore, the internal tool for Sellers needs to be effective and easy to integrate into their busy routine.
BUSINESS GOAL
Increase percentage of new sellers who have a sale in their first 90 days
MEASURE SUCCESS
20% increase in sale after first 90 days of enrollment with 1stdibs
UNDERSTAND
Before jumping to design I always start with discovery to better understand the current experience to identify pain points and opportunities.
EMPATHIZE
To empathize with users and really understand what they were experiencing, I interview them!
Key Findings from Research
In summary, Sellers are left alone for most of their onboarding experience and feel they do not receive enough guidance and recommendations from 1stdibs. They are also missing the communication provided by Product Marketing via the email series, during the 30 days of their onboarding. Finally, they feel they don’t have an opportunity to build a relationship with their Partner Manager.
IDEATION
The first step of the ideation process was to rethink the entire journey and provide more support
to the sellers during a longer period of time on and off-platform
Rules were defined to guide the new design and new experience
Sellers should never have an empty dashboard
Emails and dashboard should work together
Sellers should always have quick access to webinars
Call with their PM should consistent
Design Studio Workshop
With all our findings in mind, we bring everybody to the table to quickly explore different concepts to explore.
The designer is then able to funnel a few approaches and invite everyone to come back to vote on the design to pursuit.
FINAL DESIGN
The new design included an onboarding module fully integrated into the dashboard,
along with a monthly email digest to help sellers to keep track of their progress.
RESULTS
70% of the Sellers have engaged with the new onboarding module.
OKR: Increase the percentage of new sellers
who have a sale in their first 90 days by 20% lift
ROW from 33% --> 55%
US from 28% --> 68%