UX research, strategy and product design for Mercari. Initiatives began with detailed assessment of Mercari’s onboarding process, identification of pain points, and the recommendation of moving to a “continuous onboarding” model.
We researched the user experience and created a comprehensive customer journey which identified key touchpoints and areas for improvement.
Utilizing this information we created numerous assets across the Mercari app and responsive web.
A humorous video tutorial to get users kicked off with the selling experience was storyboarded, illustrated and animated.
The listing experience was redesigned to incorporate in-flow guidance to new users.
Emails were fully redesigned to increase user attachment and confidence in the Mercari experience.
Finally, “How-To” tutorial deep-dives were made to provide easy-to-digest help section content for new users.
Ultimately, the client’s chosen metrics were exceeded by our new methods of onboarding and flexible design system.