Case Study
Seller Plus Program
In this case study, I share my design process for creating a sales-enhancing program to help sellers grow their business on Fiverr. This program provides clients with a personal customer success manager (CSM), who designs a business plan specifically crafted for the sellers’ business. In addition, clients get a set of tools to better market their products and services.
Seller Plus is the first dedicated program for sellers on Fiverr that helps them with various aspects of their selling experience.
What’s the problem?
What’s the opportunity?
Currently popular sellers on Fiverr are categorized in “Rising Talent” or “High Value” categories. The sellers automatically appear in the customer success list where managers connect and help them develop their business on Fiverr, improve the quality of services provided, and become more successful. Our CSMs do a lot for our sellers, and we want to monetize this service, given the limited resources and competitiveness of the marketplace.
Our goals for this project were to:
- Improve operational efficiency
- Increase compliance rate
- Appeal to potential new customers
My research process
Desk research
Even though I have done dashboard design in the past, I always find something new in resources like Medium or UX Planet. There are always fresh, more convenient, and functional solutions that need to be taken into account.
Among the many articles on this topic, I would like to highlight the following that gave me a great deal of information:
Market research
During my competitive analysis, I discovered many compliance management tools such as NetVendor, SmartCompliance, Enterprise Risk Control, etc. However, none of them offered the comprehensive solution our users were asking for — automatic and easy to understand data visualization.
Given the lack of innovation in the property technology market, I got inspiration from more modern services like Zendesk and Mixpanel — in search of the perfect dashboard.
SmartCompliance
Enterprise Risk Control
Checkr
NetVendor
Key takeaways:
- The compliance status rate should be shown at two levels - overall and by property
- The collection and compliance rate should be added to the top of the dashboard page
- Property managers should be able to filter compliance rate by property and status
- Expiration month of COIs should be tracked
- Down the line, it’s worth considering dividing the dashboard into tabs
Mini personas
Property owner
about
goals
- Minimize liability
- Increase Net Operating Income
Property manager
about
goals
- Improve operational efficiency
- Increase compliance rate
Wireframing
I started the mapping process by creating the information architecture of the Seller Plus program page and main subpages.
Dashboard information architecture
Once the rough structure and pages were defined, I proceeded to work on a more detailed user flow. I added entry points that lead to the landing page and then began to think through possible scenarios for sellers who have gigs in different categories.
Low-fidelity wireframe
I started working on the design when the user flow and program structure were created, and all technical issues were clarified with the development team. And first of all, I started with the entry points to the landing page.
High-fidelity wireframe
Final UI design
Each entry point in the sellers' interface, as well as the email, leads to the Seller Plus landing page. Clicking on any button on the landing page takes the users to a redesigned payment page, where they can pay for the program with Fiverr Balance or add a credit card details.
“Required attention”
“Compliance status overview”
“Status changes overtime”
The final design
After all the iterations, I ended up removing the "Collected COI vs. Awaiting" widget and slightly reorganized the dashboard to better highlight important metrics.
High-fidelity wireframe
Skeleton loader
Since it takes time to load such a massive amount of data on one page, I created an animated skeleton loader. It mimics the structure and look of the entire page and gives an idea regarding what kind of content is loading in each block.
Skeleton loader
What’s next?
- Tabs for better organization and structure
- More detailed KPIs for Expiration, Coverage and Geography
- Ability to export data
Many thanks for taking the time to read this. Hit me up anytime on p.filichev@gmail.com to let me know what you think, ask questions, talk product, or say hi.
Case Study
Seller Plus Program
In this case study, I share my design process for creating a sales-enhancing program to help sellers grow their business on Fiverr. This program provides clients with a personal customer success manager (CSM), who designs a business plan specifically crafted for the sellers’ business. In addition, clients get a set of tools to better market their products and services.
Seller Plus is the first dedicated program for sellers on Fiverr that helps them with various aspects of their selling experience.
What’s the opportunity?
Currently popular sellers on Fiverr are categorized in “Rising Talent” or “High Value” categories. The sellers automatically appear in the customer success list where managers connect and help them develop their business on Fiverr, improve the quality of services provided, and become more successful. Our CSMs do a lot for our sellers, and we want to monetize this service, given the limited resources and competitiveness of the marketplace.
How will we measure success?
- Adoption (onboarded sellers)
- Monthly active sellers
- Average seller earnings
- Program revenues
- Renewal rate
Video
Desk research
Even though I have done dashboard design in the past, I always find something new in resources like Medium or UX Planet. There are always fresh, more convenient, and functional solutions that need to be taken into account.
Among the many articles on this topic, I would like to highlight the following that gave me a great deal of information:
Market research
What’s a Rich Text element?
During my competitive analysis, I discovered many compliance management tools such as NetVendor, SmartCompliance, Enterprise Risk Control, etc. However, none of them offered the comprehensive solution our users were asking for — automatic and easy to understand data visualization.
Given the lack of innovation in the property technology market, I got inspiration from more modern services like Zendesk and Mixpanel — in search of the perfect dashboard.
SmartCompliance
Enterprise Risk Control
Checkr
NetVendor
Program structure & entry points
High level program structure
I started the mapping process by creating the information architecture of the Seller Plus program page and main subpages.
Information architecture
User flow
Once the rough structure and pages were defined, I proceeded to work on a more detailed user flow. I added entry points that lead to the landing page and then began to think through possible scenarios for sellers who have gigs in different categories.
User flow
Entry points
I started working on the design when the user flow and program structure were created, and all technical issues were clarified with the development team. And first of all, I started with the entry points to the landing page.
Earnings page
Since Seller Plus provides extended features to existing tools, we decided to add banners and locked elements on the relevant pages for sellers and get additional attention to the program.
Analytics page
Seller’s flow
Each entry point in the sellers' interface, as well as the email, leads to the Seller Plus landing page. Clicking on any button on the landing page takes the users to a redesigned payment page, where they can pay for the program with Fiverr Balance or add a credit card details.
Each entry point in the sellers' interface, as well as the email, leads to the Seller Plus landing page. Clicking on any button on the landing page takes the users to a redesigned payment page, where they can pay for the program with Fiverr Balance or add a credit card details.
Seller Plus landing page
Seller Plus program page
After successful payment, the users get access to the program page where they can do the following:
- Choose a manager relevant to the seller's business category and set up an online meeting with him, where they can together create a plan for developing the seller's business.
- Manage coupons and send them to new and repeat buyers.
- Analyze the gigs conversion, track advanced order statistics, and also see what keywords buyers use to find the seller's gig.
- Participate in private events such as webinars and workshops available only to program members.
- Watch videos and read articles created exclusively for the Seller plus program.
Seller Plus program page
The program allows you to unsubscribe at any time.
Manager membership
Also, in addition to the new screens, I redesigned the modal window where the user can change the payment method
Manage payment methods
Many thanks for taking the time to read this. Hit me up anytime on p.filichev@gmail.com to let me know what you think, ask questions, talk product, or say hi.
Case Study
Seller Plus Program
In this case study, I share my design process for creating a sales-enhancing program to help sellers grow their business on Fiverr. This program provides clients with a personal customer success manager (CSM), who designs a business plan specifically crafted for the sellers’ business. In addition, clients get a set of tools to better market their products and services.
Seller Plus is the first dedicated program for sellers on Fiverr that helps them with various aspects of their selling experience.
What’s the opportunity?
Currently popular sellers on Fiverr are categorized in “Rising Talent” or “High Value” categories. The sellers automatically appear in the customer success list where managers connect and help them develop their business on Fiverr, improve the quality of services provided, and become more successful. Our CSMs do a lot for our sellers, and we want to monetize this service, given the limited resources and competitiveness of the marketplace.
What data supports this?
- Customer Success Manager (CSM) user interviews
- Comparison to other analytical dashboards
- Basic means of success on Fiverr that sellers are not aware of, e.g. pricing and metadata.
What is the hypothesis?
If we provide an analytical dashboard where sellers can see opportunities for improvement, in combination with coaching by CSMs, we will see better performance in the marketplace in terms of quality and orders.
How will we measure success?
- Usability of the feature
- Retention in Seller Plus program
- Improvement in performance
Dashboard architecture
💰 Business analytics
Seller statistics compared to the selected group (%). Create FOMO, show how much more I can make. Drive people to action.
📊 Traffic analytics
Show different funnels and programs sellers get their orders from. Educate them how to improve their order funnel.
🔍 Keywords (Search)
Show trend in the subcategory so sellers can get more exposure. For Fiverr, the reason is to fill the right shelves in the marketplace.
I started the mapping process by creating the information architecture of the Seller Plus program page and main subpages.
Performance comparison
Seller’s flow
Each entry point in the sellers' interface, as well as the email, leads to the Seller Plus landing page. Clicking on any button on the landing page takes the users to a redesigned payment page, where they can pay for the program with Fiverr Balance or add a credit card details.
Locked features
All previously locked tabs become available after the user signs up for the program. Each tab contains filters for gigs, as well as a time interval (30-60-90 days). On the Gig performance page, the user gets information about the conversion rate, click-through rate, and a comparison with other sellers in the same business category.
Gig performance
Since Fiver has different channels and labels buyers use to find gigs, I've added relevant widgets to the Orders Breakdown page. If the seller does not have orders from some programs, this should motivate him to participate — for example, Promoted Gigs or Fiverr Business.
Orders breakdown
The third tab, available to Seller Plus members, shows the top key search terms for which users find the seller's gig. For each keyword, the seller can see the number of impressions, clicks, orders, conversion rate, and revenue.
Top keywords
Finally, I updated the UI for the existing homepage in addition to the new analytics categories. I changed and simplified the logic of the Overview widget, added a few filters, and updated the colors so that all the analytics pages look and feel in the same style as the new branding.
Updated overview
Many thanks for taking the time to read this. Hit me up anytime on p.filichev@gmail.com to let me know what you think, ask questions, talk product, or say hi.
Case Study
Seller Plus Program
In this case study, I share my design process for creating a sales-enhancing program to help sellers grow their business on Fiverr. This program provides clients with a personal customer success manager (CSM), who designs a business plan specifically crafted for the sellers’ business. In addition, clients get a set of tools to better market their products and services.
Seller Plus is the first dedicated program for sellers on Fiverr that helps them with various aspects of their selling experience.
What’s the problem?
Currently popular sellers on Fiverr are categorized in “Rising Talent” or “High Value” categories. The sellers automatically appear in the customer success list where managers connect and help them develop their business on Fiverr, improve the quality of services provided, and become more successful. Our CSMs do a lot for our sellers, and we want to monetize this service, given the limited resources and competitiveness of the marketplace.
My goals for this project were to:
Design an application that will allow managers and owners to see the key performance indicators of the restaurant and use this information to grow their business.
Responsibilities:
- Conducting interviews
- Paper and digital wireframing
- Low and high-fidelity prototyping
- Conducting usability studies
- Accounting for accessibility
- Iterating on designs
My research process
I conducted interviews and created empathy maps to understand the users I’m designing for and their business needs. A primary user group identified through research was restaurant owners and shift managers who wants to have clear visibility on the restaurant performance.
I started the mapping process by creating the information architecture of the Seller Plus program page and main subpages.
Personas
Restaurant owner
about
goals
- Keep restaurant full and busy
- Get repeat customers
- Opening new restaurant
Shift manager
about
goals
- Keeping restaurant full and busy
- Personnel performance evaluation
User pain points
Time
Restaurant owners are too busy to think about new ways to increase the revenue.
Visibility
Lack of performance information as there is no single source of data.
IA
A large number of performance indicators and thousands of reports that are difficult to process.
User journey map: Restaurant owner
Goal: A fast and easy way to get an employee performance report on email.
Mapping
I organized and structured data collected from the restaurant's various systems and sources in a way that is easy to understand, access, and use.
Information Architecture
Live dashboard
The dashboard is the home page that summarizes all the main metrics from the categories of sales, products, employees and customers. All performance indicators can filtered by branch.
Live Dashboard
Live Dashboard
Sales & Items
Provides insights into the sales of different menu items or categories. Sales can be filtered by items, shifts, hours, and employees.
Sales & Items
Sales & Items
Employees
The employee profile page includes various metrics such as average order time, customer satisfaction ratings, table turnover rate, and average check size.
Employees
Customers
The customer page reflects all relevant metrics such as frequency of visits, average check size, customer feedback ratings, and customer lifetime value.
Customers
Takeaways
Impact
The restaurant analytics app can bring numerous benefits to restaurant owners and managers. Firstly, it can help them gain a better understanding of their business's performance by providing real-time data and insights on key performance indicators such as sales, revenue, and customer satisfaction.
Secondly, the app can help owners and managers make data-driven decisions when it comes to menu planning, pricing, and promotions. By analyzing customer behavior and preferences, they can tailor their offerings to meet the needs and preferences of their customers, leading to increased customer satisfaction and loyalty.
One quote from business owner feedback:
“The app changed my life completely! it’s so easy to use
and it became my favorite app on my phone”
What’s next?
- Conduct another round of usability studies to validate whether the pain points users experienced have been effectively addressed.
- Conduct more user research to determine any new areas of need
Many thanks for taking the time to read this. Hit me up anytime on p.filichev@gmail.com to let me know what you think, ask questions, talk product, or say hi.
Case Study
Seller Plus Program
In this case study, I share my design process for creating a sales-enhancing program to help sellers grow their business on Fiverr. This program provides clients with a personal customer success manager (CSM), who designs a business plan specifically crafted for the sellers’ business. In addition, clients get a set of tools to better market their products and services.
Seller Plus is the first dedicated program for sellers on Fiverr that helps them with various aspects of their selling experience.
Why redesign?
Currently popular sellers on Fiverr are categorized in “Rising Talent” or “High Value” categories. The sellers automatically appear in the customer success list where managers connect and help them develop their business on Fiverr, improve the quality of services provided, and become more successful. Our CSMs do a lot for our sellers, and we want to monetize this service, given the limited resources and competitiveness of the marketplace.
Goals for this project:
Messaging
Refine messaging to be more in aligned with our values and benefits.
New Pages
Create new pages that are relevant for ICP prospects that might be browsing.
Look & Feel
Refresh the look and feel in accordance with the new brand guidelines.
My design process
Based on the audience research conducted for the website, we have identified several key areas of improvement for our content strategy. Using this information, we have created a content strategy that focuses on producing high-quality, engaging content that meets the needs and interests of our target audience.
Site map
After finalizing the content strategy and new information architecture, our next step was to create wireframes that mapped out the structure of each page for the MVP version of the project.
Wireframes
Design system
Once the wireframes have been created and edited, the next step was to start building the final user interface. The first thing I started with was a design system - a collection of reusable components that can be used throughout the website, ensuring consistency and efficiency in the design process.
I started with primitive elements such as colors, typography styles, buttons, and form fields. These elements were combined to create more complex components such as navigation menus, headers, and footers.
Foundation
Basic colors and typography styles, including headings, body text, lists, and more.
Images
Stylized images and other visual assets for website use.
Forms
Text and drop-down fields for getting the user input.
Cards
Surfaces that display content and actions on a single topic.
Navigation
Тop header navigation (mega menu).
Pages overview
After creating both the primitive elements and more complex structures, I began to assemble the components into pages.
Property managers
Construction
The Jones Network
Performance metrics
The new website is showcasing an improvement in the main KPIs like organic relevant traffic, visitor engagement, and the conversion rate.
Time on page
Тhe average visitor's time on the page increased by 15%
Bounce rate
The number of visitors who left the website after viewing only one page decreased by 10%
Conversion rate
The number of live demo requests on a website increased by 4%
Secondary conversions
The number of secondary conversionssuch as email submissions or downloads increased by 18%
Life after launch
Optimize for conversions
- Add more lead magnet spots on solution pages and home pages
- Send the “half leads” into CRM by connecting CTA to HubSpot
Consolidate high value content on the website
- Case studies hub and pages: B&A, SavCon, Gaedeke
- Blog optimization
- Webinar and Newsletter Hub pages
Accommodate demand gen and content
- Design a LP template for downloads
- Design a campaign template LP
- Design an SEO page LP
Many thanks for taking the time to read this. Hit me up anytime on p.filichev@gmail.com to let me know what you think, ask questions, talk product, or say hi.