Amplifying And Reimagining Marketplace Experiences Using Customer-Centric Practices At Flipkart
crafting and reimagining experiences across sellers, vendors, payments, logistics and operations
the context
The competitive business environment for an e-commerce company makes being customer-centric a forcing function for the consumer side of the business. The b2b, seller, vendor and logistics side of the business are often numbers and operations focussed.
Over a period of 3 years, Pensaar Design worked with the internal product teams to help them understand their customers (SMBs) to drive better product decisions. To help build customer empathy among employees, Pensaar Design created opportunities to have employees to connect with their customers. Even times simulated customer environments to understand the customer’s perspectives deeply.
our process
step 00 - Lead in
Our past work with the leaders
Bootcamp: The Bootcamp inspired and drove leadership to bring us on board and embed customer-first thinking within their teams.
step 01 - PRODUCT THINKING TRANSFORMATION
Stakeholders involved: Product Leadership. Design Team. Engineering Team
Bootcamp With Product Function Coached the product teams on customer
obsession skills with an emphasis on product thinking.
Worked With Cross-Functional Teams: Partnered on different projects to showcase the impact of a customer-backed approach
Cascading Customer Obsession: Short format sessions | Across Functions | Across Organisation
Specific Coaching For The Design Team (Ambassador’s Of Change): This led to the XD team within the organisation driving CO and design thereafter
step 03: CO-DESIGNED THE DESIGN ORG
OUTCOMES
Project 1
Redesigning eCommerce Platforms to Automate Seller Logistics
cONTEXT
E-commerce Platforms liaise with vendors & sellers to provide customers with products at the best price, quality and on-time delivery. In order to do so companies require an intelligent collaborative platform which not only brings their processes and requirements online but also allow vendors to automate and manage their entire operations efficiently.
OUR PROCESS
Pensaar Design carried out in-depth qualitative research with vendors and sellers to redesign the platform and deliver an intelligent, collaborative platform to handle seller logistics
outcome
95% adoption within the first 2 month
Our Findings
OUR SOLUTION
Project 2
Reimagining the E-commerce Payments Experience to Build Seller Trust
CONTEXT
At the core of the marketplace component of an eCommerce Platform are sellers, who interact with the platform to sell their wares to customers. The platform is one of many channels or mediums through which the sellers are running their business, they need the ability to consolidate and reconcile their sales data to be able to make calculative decisions for their business.
OUR PROCESS
Pensaar Design carried out in-depth qualitative research with sellers to across the country to understand pain points and redesign the payment experience to enable confidence in their decision making.
