Defined the input validation guidelines for eBay's Simplified Listing Flow, a new experience aimed to radically simplify the listing process for sellers.
Client
eBay
Timeline
2022
Contribution
Lead designer for input validation patterns and edge cases, driving the MVP release of the new listing tool.
(Legacy listing flow)
As a seller, when I change the package weight and dimensions to zero, and submit, I see that the values I just entered did not save and reverted back to the original.
Background
eBay's Simplified Listing Flow was initiated to address key customer pain points identified through feedback and research. Sellers were overwhelmed by the complexity of the process, with too many details required and insufficient guidance, making it both tedious and time-consuming.
The MVP release aimed to radically change the listing flow, first addressing the needs of C2C sellers on native platforms and focusing on the sneakers category due to its high engagement on eBay. As part of the release, we needed to design the input validation patterns and solve for edge cases.
Although we initially planned to use existing patterns built in production, an audit revealed they were creating poor user experiences. Consequently, we had to redefine the input validation patterns and guidelines to support the new flow.
Simplified Listing flow
Design process
We approached this challenge by addressing the what, how, and when. We began by identifying the potential errors a seller might encounter in the listing flow, followed by selecting suitable patterns from our design system and determining the appropriate moments to surface errors.
What
What types of errors will prevent sellers from listing an item?
How
How will sellers be informed of errors and take steps to resolve them?
When
When will sellers identify errors and learn when they have been resolved?
What types of errors will prevent sellers from listing an item?
We identified the potential errors and edge cases sellers could encounter in the Simplified Listing Flow: Missing inputs, Minimums and Maximums, Character count, and loading failures caused by events such as network errors.
How will sellers be informed of errors and take steps to resolve them?
Efforts centered on understanding best practices through eBay's playbook, analyzing current patterns from other eBay experiences, conducting competitive and comparative audits outside of eBay, and reviewing relevant articles.
The patterns we adopted for the new listing tool included:
Helper text for in-line messaging
Enabling and disabling CTAs
Snackbars (or Toasts)
Alert dialogs
Real-time
On-blur
On submission
When will sellers identify errors and learn when they have been resolved?
A considerable amount of time was focused on the right moments for sellers to identify errors and resolutions. As noted earlier, the team opted against using existing legacy error-handling patterns in production due to usability issues, enabling us to create a new framework and guidance for the listing tool.
Impact
The new listing tool launched showed 22% improvement in Customer Satisfaction (CSAT), mainly for newer sellers. In a user study, sellers expressed that the new flow streamlines the listing process and easier to use compared to the older listing flow. However further need for improvement on specific features were indicated in the study improve flexibility and control of their listings.
Defining a framework for input validations for the Simplified Listing Tool was just one piece of a larger project. However, it became a blueprint for subsequent initiatives across the selling experience, easing the process of addressing future edge cases.
Listing a sneaker in the Simplified Listing tool (January 2024)
Listing a sports trading card in the Simplified Listing tool (January 2024)
One of Nikki’s standout traits is her attention to detail—she diligently designed for numerous edge cases and error states for an entirely new flow, demonstrating incredible patience and persistence through multiple rounds of iteration. She is proactive, organized, and communicates exceptionally well, making her a joy to collaborate with.
— John DeFrance (Staff Product Designer)