Customer Centricity: the role of User Experience in the online auction market
summary
A mobile‑first redesign for an online auction marketplace used interviews, workshops, A/B tests and user tests to deliver specific UX fixes: a step‑bar flow, swapped CTAs, optional registration and a new assisted‑offer service. Measured results include mobile conversion rising from 0.02% to 0.9% (+350%), qualified‑buyer rate to 0.21% (+425%), 93% completion for assisted offers, a 36% drop in customer care calls from a knowledge base, and 72% of inquiries handled autonomously by a third‑party chatbot.
AI-written summary · about
chapters (16)
- 0:00Real estate auction UX
- 3:02Customer centricity in UX
- 4:25Online auction flow
- 7:15Cognitive guidance
- 9:05Portal integration
- 11:14Human-assisted offers
- 12:38Customer care knowledge base
- 15:47Chatbot metrics
- 16:52Performance shock analysis
- 17:55Customer journey insights
- 18:36Mobile conversion
- 20:21A/B testing results
- 21:02Removing registration barriers
- 22:49Redesign limitations
- 23:30Customer care collaboration
- 24:35Q&A
related talks
41mDesigning UX for Conversions
59mUser Experience for Professionals
40mUser experience , what matters
38m10X Product
34mEnterprise UX: Complex Interfaces for the Business World
34mWorking with User Experience to Maximize User Success
01h 14mLive UX Audit
01h 02mMobile & UX: Inside the Eye of the Perfect Storm