Increasing Seller Quality & Trustworthiness with New Shop Score

Increasing Seller Quality & Trustworthiness with New Shop Score

My Role

My Role

Product Designer

Product Designer

Duration

Duration

2 Sprint (4 Weeks)

2 Sprint (4 Weeks)

Platform

Platform

Desktop

Desktop

Overview

Overview

Context

Context

Out of 9.2 millions merchants registered in Tokopedia platforms, only 6.1% regularly transact every month and 80% of transactions are generated only from 0.7% of the merchants. One of the key drivers of this concentration is shop trustworthiness. In making a purchase, shop quality is deemed as the most important factor for buyers, which today is represented by Reputation Badges and Reviews.

Out of 9.2 millions merchants registered in Tokopedia platforms, only 6.1% regularly transact every month and 80% of transactions are generated only from 0.7% of the merchants. One of the key drivers of this concentration is shop trustworthiness. In making a purchase, shop quality is deemed as the most important factor for buyers, which today is represented by Reputation Badges and Reviews.

Problem

Problem

Tokopedia needs a single reference that can fairly represent a good quality merchant and increase trustworthiness. So we propose New Shop Score measurement for better distinguish good quality merchants from the overall merchants pool, with higher score indicating more reliable, trustworthy and better performing merchants.

Tokopedia needs a single reference that can fairly represent a good quality merchant and increase trustworthiness. So we propose New Shop Score measurement for better distinguish good quality merchants from the overall merchants pool, with higher score indicating more reliable, trustworthy and better performing merchants.

Proposed Solution

Proposed Solution

We will implement New Shop Score Schema for seller

We will implement New Shop Score Schema for seller

Impact on User

Impact on User

Shop Score changes will affect to 3 seller subscription types on Tokopedia RM, PM, PM PRO. The affect including minimal shop score requirement, benefit, pricing, etc.

Communication Strategy

Because this is massive changes to our seller, we want to communicate the changes into 3 periods :

Communication Period

Communication Period

As a seller I can get early education and prepare what’s coming to me, based on my actual shop performance, before the transition to new performance schema starts.

Communication period will start 3 day before Transition Period occur. When seller visiting Seller Dashboard or open Seller App they will automatically get redirected to Interrupt Page

Information Architecture - Interrupt Page

Information Architecture - Interrupt Page

Interrupt Page

Interrupt Page

Transition Period

Transition Period

When new schema occur, as seller, i want check my shop performance detail

As a seller, i need guidance to improve & maintain my shop score

Transition period will occur for 90 days. From this period, seller can see their shop score on shop performance page based on new measurement. We also give them guidance so they can mantain and improving their shop score.

Information Architecture - Shop Performance Page

Information Architecture - Shop Performance Page

Shop Performance Page

Shop Performance Page

Endgame

Endgame

After passing 90 days, for the seller that maintain the good score (≥60) we will give them congratulatory pop up as sign that they have passed transition period.

At this period, there’s a chance of downgrading shop from PM to RM for seller that have shop score < 60. We give them early warning, so they can notice and go to Shop Score Page to seek guidance and improve their score later.

Result

Result

After we launched this feature around Q2 2021, we analyze a lot of sellers have been successfully improving their quality across Q4 2021.

672K

Active Seller have shop score >70

Active Seller have shop score >70

Feel free to reach out for collaboration purposes or just a friendly hello 👋🏻

Feel free to reach out for collaboration purposes or just a friendly hello 👋🏻

@ 2023 Randy Varianda

Feel free to reach out for collaboration purposes or just a friendly hello 👋🏻

@ 2023 Randy Varianda