Improving the customer experience by giving sellers on Motorway visibility of where their vehicle enquiry is in the sale process.

BACKGROUND

When sellers have completed profiling the vehicle they intend to sell on Motorway, they are prompted to call the CS team to start the sales process. From this stage onwards, the experience relies heavily on email and text message communication that gets lost in the noise. Updates and changes that occur could fly under the seller's radar due to the lack of visibility. This includes:

•  Knowing whether or not their vehicles have passed checks

•  When their car is listed for sale and has sold (or hasn't)

•  If any outstanding information is missing or needs to be rectified on their vehicle profile. 

The lack of visibility leads to sellers calling the customer service team for updates which is often slow, inefficient, and costly in time for both parties. 

THE CHALLENGE

We wanted to develop a central touchpoint- a timeline, where sellers can self-serve throughout their vehicle sale process and keep track of their sale progress and onward steps. This would aim to reduce the number of calls to the CS team that generally occurs throughout the sale progress and give sellers clarity on the status of their vehicle enquiry.

 

MY ROLE 

Working with the product manager and engineers in the vehicle profiling squad, I focused on designing the UI/UX for the seller timeline in multiple releases phased out by the PM. I also liaised with the party responsible for the CS internal dashboard to ensure that the seller-facing scenarios corresponded to the vehicle statuses that would occur in the CS workflow. I set up and maintained documentation to ensure smooth collaboration cross-functionally between copywriting and design-dev handoff. I also documented the user journey and user flows for this feature to establish a source of truth that informs the wider team.

Left: Seller timeline phased into down into releases. Right: Sales enquiry statuses used on the internal CS dashboard 

APPROACH

I began by understanding how the customer service workflow worked, all the statuses that would apply to a vehicle enquiry, and how they were used in the internal CS dashboard. From there, I map out how the seller-facing experience would correspond.

I designed the feature in phases so any updates could be shipped promptly. This also helps my team ensure all the possible scenarios that could be covered were covered and address any gaps.

I also collaborated closely with the UX copywriter to ensure clear and concise messaging.

Release 1

The first release was a static page showing all steps. As an initial release, the aim was to educate sellers about the overall process that follows when they confirm their vehicle profile. 

Release 2

The second release involved updates on checks being performed. This meant informing sellers when the CS team was checking their enquiries and any information that needed to be resubmitted and rectified. Sellers would also be informed of additional details about the sale and their highest offer. Edge cases were also handled. 

DESIGN SYSTEM DOCUMENTATION 

Keeping in line with the design system, I made sure the components created were in alignment with what was already established to maintain consistency across the experience. This included following the established styles and utilising existing components such as buttons and text styles which reduced the need for additional variants.  To further ensure smooth implementation with handoff to devs, thorough documentation and annotations were done.

IMPACT

• Allow sellers to see where their vehicle enquiry is at in the sales journey, ensuring the experience aligns with the backend process in the sales dashboard

• Reduce seller enquiry contact points from 9 to 2 for remaining 50% of cars

• Added moments of delight for seller milestones such as creating a celebratory experience when the seller's highest offer exceeds their reserve price.

• Documentation of flows and scenarios and how it impacts other touchpoints