Project: Research ebay seller shopping cart extensions
When: Nov 2012 to Jan 2013
Ebay was looking to develop an extension that would allow small businesses to more easily integrate their backend systems with their ebay shop.
Ebay needed to understand the key pain points for small businesses in managing orders online.
In-depth interviews with online merchants
Presentation of report findings
Actions I took
Developed research approach and questions.
Conducted ten in-depth interviews with small business owners.
Reported insights to Ebay M2E extension team and made recommendations of functionality that should be included.
The insights from this research enabled the Ebay extensions team understand the limitations of automation for small businesses.
There were a number of parts of the order process that small businesses did not want to automate as this would impact their personalized customer service - a key competitive advantage against larger competitors.