Company
Seller Central & Shipping Teams ——— 2023
Pedir recolección
#200009039321
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25 nov. 15:10 hs
Alejandrina Gutierrez
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ALEGU90
View messages
|
Dispatch rescheduled. Does not affect reputation.
The pickup scheduled from {1} to {2} had an issue and couldn't take the package. You'll need to hand it over to the next pickup that visits you.
New Apple iPhone 14 Pro 128GB - Original warranty
SKU: 29999222_2022
$ 850.000
1 unit
Print label
#200009039321
|
26 nov. 10:45 hs
Alejandrina Gutierrez
|
ALEGU90
View messages
|
Ready for pickup. It's delayed but it didn't affect your reputation.
The package wasn't dispatched on {1} of {November} because the corresponding pickup didn't have space. Please deliver it on the next pickup.
New Apple iPhone 14 Pro 128GB - Original warranty
SKU: 29999222_2022
$ 850.000
1 unit
Print label
✅ communication
✅ Hierarchy
Imagine that you are selling something, how does it work?
🌎 Context
At Mercado Libre, LATAM's largest online marketplace (serving B2B and B2C), sellers must deliver packages on time to avoid penalties. However, if Mercado Libre misses the pickup, sellers aren't penalized.
😖 Problem
Nearly 40% of seller calls were about penalties when Mercado Libre didn't pick up packages on time, leading to an increased workload for the Customer Service team.
🎯 Goals & KPi
Reduce the workload for the Customer Service team by at least 25%.
Improve seller management by providing essential information to reduce uncertainty around sales and performance.
😎 Achievements
-28%
contact rate
35M USD
Saving IN cost
MY ROLE
UX Leader
WHAT I DID
Planned the project (gantt)
Led and worked on the end-to-end process to create proposals.
Facilitated workshops.
Delivered executive presentations to stakeholders.
Collaborated with the Research team.
Documented decisions and agreements.
Managed deliverables.
SQUAD
UX(8), PM(2), Engineers(6), CS(2)
(Shipping & Supplier Teams)
TEAMS SUPPORT
Supplier Engineer, Shipping CX, UXR,
UX (After-sale, Reputation &
others teams of Shipping)
Challenges faced as a leader
01
Aligning GOALS & EXPECTATIONS
02
Enhancing Communication
My squad included members from different countries, which initially made communication challenging. I took steps to make our interactions smoother and more effective.
03
Building bridges FOR better collaboration
We faced technical challenges, I facilitated collaboration between the engineering teams to connected them and to ensure they had the necessary information.
WHAT WAS THE PROBLEM?
70.000 seller contacts with customer service asking about their penalties.
FEB/APR
What was the hypothesis?
Sellers are facing penalties due to late dispatches.
Reframing the Sales panel of quick filters will streamline their operations, reducing the need for Customer Service team.
Current XP
It allows to organize and identify the sales that sellers need to manage.
Opportunities
It has many unprioritized tasks and doesn’t allow to identify penalties or changes in the sales.
40% of the calls belonged to a specific use case and help us to define a better target.
🤓
All sellers value the panel and use it daily.
Trust is undermined by the lack of efficiency.
Impacting efficiency and trust:
The panel's outdated shipping status causes delays and cancellations,
Insufficient information hinders understanding and task prioritization.
Lack of effective communication about the sales detail to have more control.
I participated in setting goals and elaborating questions with UXR.
I conducted 2 workshops that helped us to…
Comprehend the viewpoints of stakeholders and align them.
18 Participants
Prioritize the problems and focus on the most important ones. 10 Participants
What did this analysis help us with?
01
Invalidating redesign hypotheses to focus efficiently our effort
03
Planning deliverables to set expectations
I created a Gantt chart aligned with team showing and it was recognized by the team and took it as an example ⭐️.
Gantt chart screenshot.
01
Our communication was failing users throughout their journey
Hierarchy: the penalty isn’t visible enough.
Communication: sellers don’t know about the penalty modal.
Navigation: take 3 clicks or more to find the information.
Consistency: storytelling of the penalty is inconsistent across the components.
Pedir recolección
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Details of issues with this sale
February 5th
Sold
February 8th #398488415
Delayed | Did not affect your reputation"
You were delayed in dispatching this sale.
PENALTY MODAL
It shows all the sales issues and whether this issue penalizes the seller or not.
⚠️ It can be found at min. of 3 clicks away.
⚠️ It displayed incorrect information.
⚠️ It doesn’t have the same source of data of the row.
⚠️️CONSISTENCY
⚠️NAVIGATION
#200009039321
|
Nov. 25th 15:10 hs
Alejandrina Gutierrez
|
ALEGU90
View messages
|
Rescheduled dispatch
We were unable to collect the package. Please hand it over at the next pickup. This will not affect your reputation.
Nuevo Apple iPhone 14 Pro 128 GB - Garantía original
SKU: 29999222_2022
$ 850.000
1 unit
Print label
SALE ROW
The title shows shipment status, the subheading covers reasons for Mercado Libre collection delays, and resolution steps.
⚠️ Sellers struggle to find penalty details.
⚠️ Data is sourced from various APIs involving multiple teams.
⚠️ communication
⚠️ Hierarchy
Filter and sort
Sort by
Most recent
Charges
To be charged
Charged
Sales status
NF-e not reported
Labels to print
Delivery method
Mercado Envíos
Mercado Envíos pickup
Post office and pickup points
Apply
Clear filters
FILTER
This filter provides greater granularity in the seller's search.
⚠️ It doesn’t include a filter to identify sales that penalize or do not penalize the seller.
⚠️ NAVIGATION
⚠️ CONSISTENCY
02
Collaborating closely led us to solid agreements
This approach allowed us to be as iterative as possible, enabling us to choose the best option aligned with our objectives.
Sneak peak of our process of ideation 😉
03
We shared the final proposal in parts to keep things smooth
My team and I worked on the details of uses cases, handover of desktop/mobile and a presentation with the definitions.
#200009039321
|
25 nov. 15:10 hs
Alejandrina Gutierrez
|
ALEGU90
View messages
|
Dispatch rescheduled. Does not affect reputation.
The pickup scheduled from {1} to {2} had an issue and couldn't take the package. You'll need to hand it over to the next pickup that visits you.
New Apple iPhone 14 Pro 128GB - Original warranty
SKU: 29999222_2022
$ 850.000
1 unit
Print label
#200009039321
|
26 nov. 10:45 hs
Alejandrina Gutierrez
|
ALEGU90
View messages
|
Ready for pickup. It's delayed but it didn't affect your reputation.
The package wasn't dispatched on {1} of {November} because the corresponding pickup didn't have space. Please deliver it on the next pickup.
New Apple iPhone 14 Pro 128GB - Original warranty
SKU: 29999222_2022
$ 850.000
1 unit
Print label
NEW VERSION
✅ communication
✅ Hierarchy
1
2
1
2
#200009039321
|
Nov. 25th 15:10 hs
Alejandrina Gutierrez
|
ALEGU90
View messages
|
Rescheduled dispatch
We were unable to collect the package. Please hand it over at the next pickup. This will not affect your reputation.
Nuevo Apple iPhone 14 Pro 128 GB - Garantía original
SKU: 29999222_2022
$ 850.000
1 unit
Print label
PREvious version
1.Status
Protection of penalties is included in the status (title) in the moments when sellers call Customer Service Team.
2.Explanation
It tells that the company was unable to meet the collection deadline to ensure transparency, and the actionable steps to deliver the package.
Filter and sort
Sort by
Most recent
Charges
To be charged
Charged
Sales status
NF-e not reported
Labels to print
Forma de entrega
Mercado Envíos
Mercado Envíos pickup
Correo y puntos de despacho
Apply
Clear filters
PREvious version
Filter and sort
Sort by
Most recent
Charges
To be charged
Charged
Impact on reputation
Affected
Not affected
Sales status
Delayed
Labels to print
Forma de entrega
Mercado Envíos
Mercado Envíos pickup
Post office and pickup points
Apply
Clear filters
NEW VERSION
✅ NAVIGATION
✅ CONSISTENCY
1
2
1
1.New filter
It helps to categorize any sale that did or did not penalized the seller.
It is placed before the “Sales status” because it filters all sales independently of their status.
2.Consistency filter
The filter "Delayed" was added align with the panel so when the sellers are searching from the modal, they won't have to exit to apply it.
Details of issues with this sale
February 5th
Sold
February 8th #398488415
Delayed | Did not affect your reputation"
We couldn't take it on March 16th because the pickup {had no space}.
1
Details of issues with this sale
February 5th
Sold
February 8th #398488415
Delayed | Did not affect your reputation"
You were delayed in dispatching this sale.
PREvious version
NEW VERSION
✅ CONSISTENCY
✅ NAVIGATION
View detail
Attach invoice
Add note
Add note
Need help
View reputation history
2
1.Explanation
This text explains the reason of the delay to connect the story with the row.
A bug was fixed, so it is taking the information from the right service.
1.Access
By adding the option to open the modal from the three dots on the sale, we help sellers quickly find the penalties history, avoiding the need to navigate to the sections.
How did we improve the experience and metrics?
-28%
Contact rate
35M USD
saving in cost
🤓 “THIS INFORMATION IS GREAT! Now I CAN FOCUS ON OTHER TASKS OF MY BUSINESS”
Mariano ——— bed linen industry seller
🤓 “This is all I need to not get worry”
Sofía ——— technology industry seller
🧐 “IT WAS TIME to have this DATA but we also need to know the name of the driver”
Pablo ——— dietary supplement industry seller
My learnings
01
Define roles to avoid back and forth
Level of involvement from the different teams weren’t clear, this caused anxiety and friction between teams. I learnt to scheduled manager‘s meeting to assign roles in early stages.
02
VISIBILITY TO SET expectations
At the beginning we didn't have a timeline. I created a Gantt chart upfront to understand the actual effort require. I learnt to share this gantt at every opportunity that I have to be align.
03
ensure consistency at all times
I was promoting awareness about the different use cases at all time that allow us to creating a cross consistent experiences. I learnt to be resilient.
@Copyright 2024 Denise Gutierrez