Etsy
Redesigning Etsy's rating system to build a balanced approach benefitting both buyers and sellers.
Overview
Understanding the Project Context
My Role
UX Research: Secondary Research, User Interviews, User Surveys, User persona development, User Scenario Storyboard, Affinity Diagramming, Video-making UX Design: Ideation, Lo-fi Wireframes, Mid-fi Mockups, User Testing, Hi-fi Prototypes, Video making
Project DEtails
Duration: 1 months, Aug '23 - Sept '23 Type: Product Design Project
Team: Harshavardhan Thokala, Graham Allgood, Prithvi Manjunatha, Sowymyashree Bharathan
Project OVERVIEW
Revamping the 5-star evaluation process for sellers providing services on online platform, as an academic project for UX Design Grad Studio. The goal was to create a fair and balanced evaluation system that benefits both buyers and sellers, by reimagining the conventional 5-star rating system. The project's scope enabled us to introduce features for sellers to present improvements based on shoppers feedback.
The main objectives of this project were to ensure potential sellers understand the seller’s journey. Design a evaluation system to assess sellers’ work fairly and enable them to use ratings for improvement and demonstrate progress to potential future sellers.
Opportunity
How Might We Improve the Evaluation Process on Etsy to Ensure Gig Workers Receive Fair Assessments of their Service?
People are increasingly accepting the idea of availing services from sellers through online platforms. However, the method of evaluating sellers through reviews and ratings appears inconsistent, lacks detail, and does not accurately reflect the received service, thereby impacting the sellers' business.
The goal was to evaluate and propose a redesign of the effort required of the buyers to review sellers fairly while still providing constructive and accurate information about their service. Additionally, there is a need to anticipate how the shared information could potentially be exploited against the sellers.
Solution
How the Sellers and Buyers Benefit from the Revamped 5-Star
Rating System?
People are increasingly accepting the idea of availing services from sellers through online platforms. However, the method of evaluating sellers through reviews and ratings appears inconsistent, lacks detail, and does not accurately reflect the received service, thereby impacting the sellers' business.
The goal was to evaluate and propose a redesign of the effort required of the buyers to review sellers fairly while still providing constructive and accurate information about their service. Additionally, there is a need to anticipate how the shared information could potentially be exploited against the sellers.
Link to YouTube Video of the Project
Comprehensive Rating Breakdown enhances users' experience of providing feedback by introducing sub-categories within ratings.
Comprehensive Rating Breakdown
The goal of the 'Guided Feedback' feature is to educate users about the vital role their reviews play in the Etsy community.
Guided Feedback
This feature creates a toolkit within Etsy platform to offer comprehensive guidance and strategy to help sellers enhance their ratings.
Rating Optimization
The goal of this feature is to demonstrate the improvement in a seller's ratings over time.
Performance Progress Banner
Design
Redesign Suggestions Based on User Tests
Feature 1: Comprehensive Rating Breakdown
The goal of the "Comprehensive Rating Breakdown" feature is to elevate the feedback experience by introducing sub-categories within ratings for purchases. These sub-categories encompass critical elements of the buying process such as Product Description, Shipping, Product Quality, and Customer Service.
Feature 2: Guided Feedback
he goal of the "Guided Feedback" feature is to educate and empower users about the vital role their reviews play in the Etsy community aiming to steer buyers towards a more thoughtful and precise evaluation of their purchases. By providing clear and contextual guidelines for each rating level within the feedback pop-up.
Feature 3: Rating Optimization
The goal of this feature is to create a toolkit within the Etsy platform that offers comprehensive guidance and strategies to help sellers enhance their ratings. This toolkit could include tips on improving product quality, enhancing customer service, optimizing shipping processes, and engaging effectively with buyers. Additionally, it could provide insights into interpreting customer feedback to identify areas for improvement, empowering sellers to take targeted actions and ultimately boost their ratings on Etsy.
Feature 4: Performance Progress Banner
The goal of this feature is to exhibit the improvement in a seller's ratings over time. For example, it highlights enhancements in shipping ratings from for instance 3 to 4 over a designated time span. When a buyer views a product from that seller, a banner will display the shipping rating improvement achieved within the last 6 months, showcasing the seller's commitment to enhancing their service.
