ETSY

FEATURE INTEGRATION | IOS

Etsy is an e-commerce app for unique handmade, vintage items, and craft supplies, connecting buyers with distinctive products.

OVERVIEW

Etsy Customize easily identifies sellers who create customized products and allows buyers to request customized products.

METHODS

Surveys, User Interviews, Personas, Sketching, Wireframes, Prototyping, Usability Testing

ROLE

UX Researcher, Interaction Designer, UI Designer

USER RESEARCH

To identify user needs, goals, wants, and behaviors, our team conducted four user interviews with Etsy buyers and sellers. We synthesized the findings through an affinity map, revealing key trends. These insights were distilled into three personas, summarized below.

"There are some products where a little tweak would make it perfect, and some products where it might take more to customize it."

THE PROBLEM

Users visit Etsy in search of unique and specific products but often struggle to find sellers who can meet their exact requirements for customized items.

How might we enhance the process of matching buyers with sellers who can fulfill their specific needs?

DESIGN STUDIO & FEATURE PRIORITIZATION

Our team conducted a design studio session to generate a wide range of potential solutions to the problem. We then used a MoSCoW matrix to prioritize features for development. Key outcomes included:

• Customized Home Screen: Designed to enhance discovery and inspiration for users

• Chat Feature: Facilitates direct communication with sellers, addressing users' need for interaction with artists

• Search Navigation Enhancement: Added a "Customized" filter to help buyers easily find sellers who offer personalized products

"There’s a lot of selection, which is important. I like having choices to look through online."

INTRODUCING CUSTOM REQUESTS

We introduced a feature that enables buyers to submit custom item requests for artists to fulfill to their specifications. This ensures that users can receive products tailored to their unique needs.

Additional enhancements include:

• Customized Home Screen: Designed to facilitate discovery and provide inspiration

• Chat Feature: Allows users to communicate directly with artists, addressing their need for personalized interaction

Sketches from the design studio are provided below.

FUTURE DIRECTIONS

• Manage Request Overwhelm: Assess when buyers might feel overwhelmed by the volume of accepted requests and develop strategies for filtering and managing these results effectively

• Seller Experience: Develop and integrate this feature into the Etsy Seller app. Monitor and evaluate seller responses to ensure it meets their needs and enhances their experience