Olist
Discovery - Prototyping
CATEGORY
E-commerce - Hackathon
TYPE OF CLIENT
BRIEF
More than 1 million different products are spread out in marketplaces throughout Brazil.
Olist is more than 400 thousand sales per month. Empowering Brazilian small, medium, and large local traders to have more visibility and management of all logistical shipments of all products and entire financial flow transfers. The challenge was to come up with a solution to manage a huge volume of questions about the items, improve the consumer experience and product information, enable decision-making at the time of purchase and provide to seller more fluid and optimized management. The number of orders exceeded 120 million in 2019 and consequently generated this volume of questions. The consumers’ questions are relatively simple. These questions flow on the various marketplaces, not only damage the final consumer experience, get in the way of the logistics of the seller, who needs to keep up with new questions from time to time and may lose the sale timing.
WHAT WE DID
The project is called Stovepipe. Based on the questions received, creates quick responses in such a way that the seller saves time as a result of which upon receiving a simple question, for example, “Is the product still in stock?” in just a click answer with “Of course! We have immediate delivery for the entire Curitiba city!” It works like artificial intelligence, filters received messages into sales channels and divides into five sessions questions related to features, product description, payment, cancellation, and shipping. The goal is to ensure the customer has their questions resolved quickly while providing the sellers more time for other questions, or other management aspects of their company.
RESULT
RESEARCH
The survey was applied to about 160 users who buy at e-commerce.
PERSONA
Then my team concluded that three personas what sellers can answer:
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Mariana, 30, marketing analyst: The addict to buy online.
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Daniela, 25, personal trainer: Buyer who doesn’t have a preference for a seller.
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João, 32, financial analyst: Take advantage of everything offered to him.
USER INTERFACE
In the response page, the questions are divided into the different sessions, where he can see quickly by the number of notifications how many questions need to be answered. The seller can manage how many calls have already been done, which areas most arouse questions among customers, in addition to exporting this data, if necessary. Also provides a periodic report with the most frequent questions on the platform. As a result of which the company has control over what generates a greater question flow, and what can be improved, facilitating the user journey.