Facilitating buyer decision-making
Lead designer in revamping the entire product listing editor experience, resulting in improved user retention and a decrease in support claim tickets handled by our internal admin team.
Project Overview
Create an effortless vendor experience that enables self-service value to create new product listings and edit existing ones. To achieve the milestone, I led the design track to launch the new product listing editor, resulting in an effortless vendor portal experience proven by a Customer Effort Score (CES) of 5 or higher.
Outcome
My work involves two sides: (1) Vendor facing and (2) Admin facing. The design facilitates collaboration between vendors on TrustRadius and our internal admin team. This streamlined system enables vendors to effortlessly create new listings and modify existing ones. Simultaneously, the internal admin team can efficiently approve requested changes and perform one-to-one comparisons of edits. The new experience will improve user retention, maintained up to date product profiles, and a reduction in support claim tickets managed.
My Responsibilities
I organized usability testing sessions to validate designs and held frequent meetings with stakeholders to gather requirements. I collaborated with my Product Manager and maintained regular communication with the Development Team to grasp technical limitations and gather feedback.
My process to revamp an end to end user experience
Gathering requirements and understanding user flow
Vendor experience
To interact with the Product Listing Editor, Vendors kickoff by navigating to their product portfolio. Within this interface, vendors can either initiate a new product listing or revise an existing one. Depending the section, the Admin team at TrustRadius must approve the modification and all new listings before publication.
Admin experience
Admin's role is to approve, reject, or edit the submitted requests and brand new listings for publication. Admins view the list of requests in a table and from there can make a variety of decisions.
Vendor Experience: From draft state to edit individual sections
The current version of the Product Listing Editor required vendors to save in a draft state. It became unobvious and confusing which sections were changed and how to track which sections were approved by the admin team.
Therefore, the decision was made to switch to an edit state structure. Sections that do not need approval are automatically published and sections that do are given a status bar for full transparency.
