OneNow marketplace
OneNow is a buy-and-sell e-commerce marketplace offering authentic direct-from-Thailand products to consumers worldwide.
The marketplace was designed to bridge the language gap between countries in South East Asia by providing in-app translation features and fully integrated fulfilment services in partnership with DHL.
The marketplace was designed to bridge the language gap between countries in South East Asia by providing in-app translation features and fully integrated fulfilment services in partnership with DHL.
The Problem
Merchants lose sales as interested buyers are unsure how to transport large products home
Customers, especially foreign tourists were interested in purchasing large products like art and decor pieces, but were unable to figure out how to transport or ship them back home. To learn more about OneNow’s range of products, see the catalogue images.
Language and technical barriers to selling online
Merchants expressed interested in selling their products online but were not proficient in English and did not know how to set up a website, or handle
fulfilment.
The solution
Fully integrated shipping services
The OneNow program takes care of fulfilment for merchants. Once an order is received, merchants can schedule a pickup time that suits their schedule, and OneNow’s courier partner will pickup the order. With integrated fulfilment features, both merchants and buyers are able to to track and monitor the shipping progress of each order.
In-app translation features
Merchants can list their products on the OneNow platform in their native language, and the product listing will be machine-translated into English.
User research findings
Pain point #1
Mobile devices were more frequently used by merchants selling in popular markets. Smaller screen sizes meant listing or backtracking became difficult with too many steps
Merchants selling at popular markets like Chatuchak often sold their wares in simple shops and did not have a computer or laptop set up. From what I observed, almost every merchant uses the OneNow web app through their mobile phones.
As screen sizes were smaller on mobile, it became cumbersome to go through too many steps or type out long descriptions when listing an item. It was also became more difficult to backtrack and fix mistakes made in input fields.
Pain point #2
Confusion between merchant and buyer account registration
Merchants would register from the OneNow store with a shopper’s account and in doing so, fail to locate the merchant features.
Pain point #3
Registration issues
Using the language switcher halfway during the registration process impacted content within input fields. To ensure this issues do not arise, original values had to be maintained while switching from Thai to English and vice versa.
During the account creation process, merchants were unable to proceed if they tried to register with a “taken”, or already existing store name on the platfom with no explicit explanation on why they could not proceed. Signals and informative text were introduced to fix this.
Product features after iteration
Faster and more efficient listing
The listing feature enables sellers to list items items for sale. The process begins with selecting a product category.
Sellers would then confirm other defining product characteristics, provide a product description, and input the stock quantity for record keeping in the CMS.
Listing modes
There are 2 listing modes; Quick List and List Variations.
Quick List for items with only one variation (aka one size, one color)
List Variations for items with color and size variations, commonly use for clothing items.
Product details
Form fields are customised in detail for each category, enabling sellers to list quicker and produce better listings with adequate information for consumers to reference while browsing.
The listing tool also enabled sellers to list items with colour and sizing variations, with separately designed listing steps.
Photos and shipping details
At the final step, the site collects information needed to determine shipping costs and handling practices required in order to properly execute fulfilment.
Inventory management with integrated order fulfilment, and seller chat
OneNow takes care of order fulfilment for sellers.
The order management pages are organised according to order status, to keep managing orders easy and efficient.
The process also informs us when all stock quantities will be delivered exactly, with customer service protocols in place in case of unexpected stock deficiency or non-fulfilment.
Snapshots
Snapshots of inspiring people I’ve encountered during my journey.
