eBay Resolution Center
One-stop hub for all post-transaction buyer and seller problems
Description
There are several problems that buyers and sellers might face after the closing of a successful listing, like seller did not receive the payment for an item won, buyer did not receive the item won or received an item that he is not happy with etc. However, a very significant percentage of buyers are not familiar with these processes suggesting a lack of awareness and confusion with how the process is surfaced to users. The redesign of
eBay's Dispute Console and its processes aims at improving the ability of users to file complaints and resolve disputes, and hence in driving the business need to increase transactions and trustworthiness of eBay.
Role
As the lead interaction designer on this project, I worked very closely with the product manager and the larger UX team to help the business unit propose the Resolutions strategy. This particular project is an offshoot of this larger strategy where I led the design process by defining the product requirements, coming up with detailed process flows and wireframes of individual screens. These were rapidly iterated upon based on the feedback received from the users.
This project is not yet Live To Site.
Duration
6 months
Buyer Journey
Clickthrough