E-commerce | Shopstar
Shopstar.pe is Peruvian e-commerce supported by Interbank, one of the most important banks in Peru. The goal of Shopstar.pe is to be the most preferred marketplace by Peruvian citizens. It unites all retailers and brands that belong to the Intercorp Group. Moreover, it has integrated small and medium-sized businesses while providing exclusive benefits for its clients.
The Challenge
One of the challenges for Shopstar.pe, was to improve the checkout process and the shopping experience.
Phase 1: Research
Goals
To be the preferred marketplace by Peruvian citizens.
Competitive Analysis
As an e-commerce we conducted a secondary research with our close competitors.
User interviews & Surveys
I conducted in-person interviews and online surveys to understand the user workflow and their experience visiting the website. These methods were conducted every 3 to 4 months. We found out that their major pain point was the online chat and the checkout process.
Most users were not familiar with online shopping and the customer support was not well prepared to guide the user during the process of acquiring a new product(s). In addition, some users experienced problems adding their credit card making them leave and not finishing their order.
User Flow
Then I created a user-flow, addressing their pain points and obstacles.
Lastly, as a team we asked ourselves ''What does the user expects from Shopstar.pe?'', ''What does the call center expects from Shopstar.pe?'' and ''What does the Shopstar team expects from the website?''
Users expects:
- Variety
- Transparency
- Benefits
- Offers/sales
- Empathy
- Simplicity
- Product description
- Stock Availability
- Easy and user-friendly checkout process
- Safe purchase
Call center:
- Offers/Sales information
- Campaigns information
- Detailed product description
- Stock Availability (Real time)
Team Shopstar:
- Increase sales
- Clear information for the user
- User's permanency at the website
- No errors in the banners
- User's loyalty
- Be the preferred marketplace for peruvian citizens
Wireframes
Tools Used: Figma, Invision App Freehand, Marvell App, Adobe XD, Hotjar, Google Analytics