Reviews Overhaul Release – 4.24.2014

Buyers complained about uSell reviews. And rightfully so:

• Low quantity of feedback• Only ~3.5% of orders get reviewed• Since ratings affect a buyer’s Best Match ranking, buyers want to

get more ratings from customers

• Difficult for buyers to prompt customers to leave feedback

• “The seller was in the wrong, and I’m being unfairly punished”• Buyers want to respond to customer reviews publicly, defending

their side of the story.• Buyers frequently requesting that we edit or remove negative

ratings

Plus, more stuff we knew was broken with uSell reviews

• Users were technically rating buyers, not orders• As a result, each user was only allowed to rate each buyer once.

• Rating reminder email so bad it looked like it could have been sent by Grimlock• To make matters worse, rating reminder

email was single entry point for rating

• Multiple order customers received several rating reminders

• Rating flow not mobile optimized

• Your Ratings account page was ugly / broken

• Reviews not styled consistently across site

• Buyer profile page needed some design/UX love

Design decisions aimed at addressing buyer complaints

• Low quantity of feedback• Provide as many paths for users to rate on the site as possible• Improve quality of rating reminder email• Stop requiring user to login/signup to post feedback• Mobile, mobile, mobile

• Difficult for buyers to prompt customers to leave feedback• Make buyer profile the go-to link that buyers want to share

• “The seller was in the wrong, and I’m being unfairly punished”• We don’t want to allow buyers to respond for fear of the eBay

retaliatory feedback problem, so we chose to show order and requote details instead

• Encourage users to contact buyer before posting bad reviews in order to reduce potential for negative feedback

OUT WITH THE OLD

Old rating reminder email

• Sent 10 days after finalorder status

• “Our records indicate that…” someone shouldnot be a copywriter

OUT WITH THE OLD

Old rating page

• No order details• Comments were optional

OUT WITH THE OLD

Old rating page

• Legendary error text

OUT WITH THE OLD

Old rating page

• User had to login to post

OUT WITH THE OLD

Old rating page

• Struck fear in the hearts of mobile devices

OUT WITH THE OLD

Old reviews display

• No order context• Username shown was frequently

email prefix• Blank comments due to optional

OUT WITH THE OLD

Old buyer profile page

• Great for SEO, not so much for users, buyers, or the eyes

IN WITH THE NEW

DRUMROLL PLEASE

NEW RATING REMINDER EMAIL

• Written for humans• Includes order context• CTA is now “Leave

Buyer Feedback”• Still sent 10 days after

order reaches final status• Mobile responsive

Standard desktop look

Mobile look

NEW RATING REMINDER EMAIL – IN CASES OF MULTIPLE ORDERS

• Users get one emailreminder instead of several

• Sent when customerhas more than 1 orderreach a final status on thesame day (this happensmore than you wouldthink ~13% of paid customers)

Standard desktop look

Mobile look

NEW RATING FLOW

• Shows order details to help user rate more accurately• Comments required

NEW RATING FLOW

• If user selects 1 or 2 stars, user prompted to contact buyer to resolve potential issuesbefore leaving feedback

NEW RATING FLOW

• After form submission, user rating captured without requiring login.• Security token in email link keeps things secure

• Logged out user sees thank you page with “See Your Reviews” link• Logged in user gets taken to Your Ratings page

NEW RATING FLOW – NOW ALSO ON MOBILE

• Symmetrical flow to full site

1 2 3

“Your Ratings” page in uSell account

• User sees both orders awaiting feedback and historical ratings on Your Ratings page• Awaiting feedback items show as soon as an order has reached final status

• User can click to Edit historical ratings• Buyers and Customer Care can refer users to Your Ratings when ratings need to be

changed• Order context shown with each rating• Mobile and full site versions

Track Order QuickView prompt to leave feedback

• Once an order has reached a final status, user will see a notification to “Leave buyer feedback” when she visits Track Order QuickView• Notification is only displayed if user clicked from an email to get to the

Track Order Quickview. It’s not displayed if user reached via Track Order access form (i.e. usell.com/track.htm)

Track Order logged-in view prompt to leave feedback

• Once an order has reached a final status, user will see a notification to “Leave buyer feedback” if she goes to Track Order page within her account

Your Orders page prompt to leave feedback

• For orders in a final status, link to “Leave Buyer Feedback” appears on account Your Orders page

Reviews shown with order context and requote details

• Review module now shows product sold along with stars, customer first name last initial, and comments

• If for a requoted order, review displays a Revised Offer designation with wrong product and/or wrong condition labels• Adds color to customer’s low rating if they were at fault, i.e. sending

wrong model• Tooltip on hover of Revised Offer explains to customers what revised offer

means

Reviews shown with order context and requote details

• Distribution of customer reviews visualized• User can click to see only 5 star reviews, 4 star, 1 star, etc• Persistent prompt to Leave Buyer Feedback – pushes user to login to Your

Ratings• Paginated reviews and even better for SEO

But wait, there’s more!

iPod Cleanup

iPod drilldown now has images for generations

http://www.usell.com/sell/ipod/nano/http://www.usell.com/sell/ipod/classic/http://www.usell.com/sell/ipod/touch/http://www.usell.com/sell/ipod/shuffle/

Affected iPod generation pages:

Projected iPod Conv % bump

BEFORE:

NOW: