ClearPath

Employees

Team Program

Scaleup

2020

Wallapop: Buyer & Seller Journey

Wallapop: Buyer & Seller Journey

The challenge

The challenge

Understand why users didn't fully trust the platform and translate those insights into concrete product opportunities to improve the experience for both buyers and sellers.

Understand why users didn't fully trust the platform and translate those insights into concrete product opportunities to improve the experience for both buyers and sellers.

The challenge

Understand why users didn't fully trust the platform and translate those insights into concrete product opportunities to improve the experience for both buyers and sellers.

Wallapop: Buyer & Seller Journey

Wallapop: Buyer & Seller Journey

Projects Developed in Partnership with Memorable

Projects Developed in Partnership with Memorable

A popular online marketplace in Spain where users buy and sell secondhand items locally, fostering sustainable consumer behavior by promoting reuse and recycling.

1.

Buyer & Seller Journey Mapping

Conducted qualitative and quantitative research to understand user concerns around trust on the platform. From those insights, mapped the entire buyer-seller journey to identify critical touchpoints where trust was breaking down, and developed concrete UX product recommendations to improve the experience throughout the app.

2.

Employee Training Program

Facilitated internal workshops to present the research findings and recommendations to the Wallapop team, translating insights into actionable next steps for implementation.

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NPS (Net Promoter Score)

9/10

9/10

Satisfaction Rating

business impact

85% of company objectives achieved.

"The way each interview was conducted, and how the research was presented and translated into tangible ideas, was very impressive."

"The way each interview was conducted, and how the research was presented and translated into tangible ideas, was very impressive."

Project Manager, Wallapop

Project Manager, Wallapop

"The way each interview was conducted, and how the research was presented and translated into tangible ideas, was very impressive."

Project Manager, Wallapop