Understanding pain points and hidden nuances from the perspective of buyers as well as sellers
- Evaluate customer experience on the platform across the industry and identify areas of improvement
- Develop understanding of customer thought-process, preferences, and perceived quality of delivered services
- In-depth interviews (N = 30) with 2 Target company sellers and customers split by product categories, etc. to understand the value proposition, pain points, brand awareness, customer stickiness, tech adoption, customer support, etc.
- Conducted customer surveys (N = 50) to understand the quality, availability, pricing and payments, consistency, category depth, customer support, etc.
- Conducted web scrape for various platform across 5-6 categories
Impact / Outcome
- Suggested areas of improvement recommended for improved navigational trend around the platform and better differentiating factors among various players in the market.