Meesho

Improving the Seller’s Marketplace Experience

Design System
Product Design

Meet Meesho, a leading e-commerce platform in India that’s all about empowering entrepreneurs to thrive online. We’ve had the privilege of partnering with them on this exciting journey. Meesho simplifies the world of online reselling and shopping, ensuring secure transactions, hassle-free returns, and connecting manufacturers with resellers through their user-friendly app. With a robust network spanning 20,000+ suppliers across 500 localities and a vibrant community of 2 million resellers, Meesho plays a pivotal role in nurturing entrepreneurship in India’s e-commerce landscape..

The Project

Meesho’s seller portal is being used by 2 million resellers for their day to day operations and it required some attention to enhance the seller experience. Sellers had questions about the return process, wanting a clear view from start to finish. Inventory management presented some puzzling aspects, causing occasional inefficiencies in stock updates. Furthermore, the absence of self-serve support for sellers led to an increase in inquiries to Meesho’s support team, affecting operational costs.

These challenges were like speed bumps on the road to a thriving seller ecosystem, and calling for a strategic intervention to tackle these pain points and boost overall operational efficiency and seller satisfaction.

The Solution

Discovery

During a discovery phase, we actively explored the daily operations of Meesho’s sellers. We conducted interviews with sellers, delving into their day-to-day activities, which included managing orders and shipments, handling returns, and updating stocks. Our findings revealed that sellers were relying on manual record-keeping tools like Excel, rather than fully utilizing Meesho’s panel. Additionally, sellers were increasing the prices of their products, under the misconception that their margins were low due to high returns which was actually not true but clear visibility of it was missing.

We also peeked at competitor platforms, like Amazon and Flipkart, to analyze their return and inventory management processes and key performance indicators (KPIs). Armed with these insights, we pinpointed what needed fixing to enhance operational efficiency and seller satisfaction.

Design

Supercharged Return Visibility: Turning above insights into action, we gave the return module a makeover, introducing features like real-time return tracking and displayed KPIs, such as customer/courier return rate and refunds through information architecture, user flows, and wireframes. This made sure that users had the real deal – accurate, real-time visibility into their data. Rigorous real-user testing confirmed the accuracy and user-friendliness of this enhanced feature

A Fresh Take on Inventory Management: Inspired by the success of our return visibility improvements, we extended our design thinking and reinvented inventory management. Fueled by our research insights, we revamped the interface to enable multiple catalogs to simplify stock management, enhanced visibility into low stock items, and ability to pause inventory. Subsequent user testing validated our approach, confirming that we had effectively tackled the challenges faced by sellers. The result? A more efficient, user-friendly inventory management solution that Meesho sellers love.

Birth of the Self-Serve Support Center: We knew that Meesho’s sellers shouldn’t have to rely on calling Meesho’s support team for every little hiccup. So, we designed a solution that lets sellers independently identify and resolve issues, drawing insights from the seller support team. Plus, we turned the spotlight on raised tickets so users always knew what was up. Real-user testing gave it a thumbs-up, and it put the power back in sellers’ hands, streamlining their experience.

The Impact

Our strategic revamp of the seller panel resulted in a resounding surge in user satisfaction. Turnaround time (TAT) for user queries dropped to a mere 5-6 minutes from days of waiting. And there was an impressive 5% reduction in product pricing, plus other substantial improvements. These outcomes were a win-win, not just for the users but for Meesho’s overall experience and efficiency too.

Meesho’s journey is a testament to their resilience, and we’re honored to have played a part in their success, offering a helping hand in overcoming the challenges that come with growth. Together, we’ve elevated the platform, creating a vibrant, user-focused e-commerce space. As we eagerly anticipate the path ahead, we are excited to witness the limitless possibilities for Meesho and the countless entrepreneurs they champion