Mercari is a consumer-to-consumer e-commerce app with 100 million installs globally. I am currently a designer at Mercari focusing on research and conceptualizing the user experience for various functions and features. Below is a sample of work that I've designed end-to-end.
The save search feature provides users with a quick way to redo frequent searches as well as receive updates when there are new listings.
The design features a couple of UX improvements:
To promote partnership with Apple as well as to provide a transaction process with less friction for our users, we designed and implemented Apple Pay into our payment process.
As part of the new design, we also conceptualized a new guest check-out process which allowed trusted users to purchase items without a Mercari account.
Try out the prototype to see how easy it is for:
Check out my live prototype!
To help with regulating appropriate user and listing behavior, we designed 'Report Item' and 'Report User' functions integrated with our help center and ticket system.
Over time, the Mercari settings pages became a frankenstein of different interactions, header treatment, and table-cell styles. We decided to revamp the design so that there would be a consistent experience in terms of look, feel, and interactions across the various screens and flows.
See a sample of the new design below:
The new design features:
To achieve business goals of reducing fraud rate and help-tickets per transaction, we designed KYC and payment verification features that would be served to customers identified as high-risk users.
Before these features were designed, high-risk users were either suspended, banned, or blocked from purchasing. After initial roll-out of the feature, over 60% of high-risk users served the features actually completed the verification process and were allowed to purchase, thereby increasing GMV (Gross Merchandise Value) and STR (Sell-through Rate) while also bettering the user-experience.
A significant portion of users were not turning on push notifications for Mercari. Push notifications, when used sparingly, meant having the ability to get new and old users back into the app, thereby increasing user adoption and retention.
In the new flow, we focused on serving the request modal contextually as well as communicating the value of push notifications to the user.
Users were served the request modal after these first-time actions:
Further, when users did not initially allow push-notifications when prompted, a modal message will appear in the inbox to ask again contextually.
