Olly Liu - Product (UX/UI) Designer

Sustainability event & digital experience

Trocathlon is an event that promotes sustainable practices among Decathlon Taiwan members by providing a platform to sell their unused sports equipment.

To ensure a seamless physical and digital experience for members during the event, I was tasked with improving the second-hand product pre-deposit and checkout experience on a third-party messenger app.

Goal

Reach a 70% member satisfaction rate during the event

Result

User satisfaction rating 4.8/5

My role

User Interface Design, Information hierarchy, Prototyping, User interview, Usability testing

Tools

Figma, Figjam, Jira, Survey

Duration

4 weeks

Challenges

Survey feedback from event participants and teammates revealed that, while users actively brought second-hand sports items for pre-deposit, the pre-deposit and examination process for these items did not meet team expectations.

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Discovery

After carefully reviewing all feedback from the last event, I gained a clear understanding of user pain points, which helped me prioritise the issues. Upon thorough discussion with the product manager, we narrowed down the key priorities we aim to address in this period.

Digitalisation 2nd hand product deposit process
Previously, the product registration process was quite confusing and unfriendly to users. To join Trocathlon as a seller or buyer, users must sign up for Decathlon membership.
2nd hand product quality check
The manual condition check for second-hand products by our staff has led to an increased workload. ‍
Unclear event information
Ineffective communication and ambiguous event details shared on social media channels caused increased confusion among users.

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Problem Statement

User problem

Gain a clear understanding of the pre-deposit process, making it easy to bring items to the event while also enjoying the experience as buyers

Business Problem

Ensure efficient communication of event information with participants and support participants to facilitate smooth joining of events and completion of item condition check processes.

Usability Test Feedback

Try it out 👉🏼 High fidelity Prototype

What should I write in this block? - Participant

Users get confused when there is a lot of information that requires their attention. However placeholder text gives users motivation and some hints to input the basic information of the 2nd hand product they intend to deposit.

What if the handles on my old bike are broken!? - Participant

The checklist serves as a comprehensive guide, allowing users to assess and confirm the condition of the chosen product accurately.

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Outcome‍

Our team achieved a remarkable 4.8 overall rating, indicating a resounding success. Moreover, over 98% of users expressed their desire to participate in the next Trocathlon event. Despite these accomplishments, we remain committed to further enhancing the product deposit process for a smoother user experience.