eBay Resolution Center

One-stop hub for all post-transaction buyer and seller problems

Description
There are several problems that buyers and sellers might face after a transaction on eBay. For example:

• Seller did not receive the payment from the buyer
• Buyer did not receive the item after payment
• Item was damanged during shipping
• Buyer received an item that he is not happy with

Unlike other e-commerce sites with a standard return policy, eBay does not have one. Research revealed that a very significant percentage of buyers and sellers are not sure of the steps to take should a problem arise. This project aims at improving the buyer and seller protection processes - and give the distressed buyers and sellers a streamlined user experience to file complaints, negotiate and resolve disputes.

Role
I worked closely with the product managers and design teams at eBay and PayPal on the overall Resolutions strategy. As the lead interaction designer on this project: I helped define the product requirements, developed detailed process flows, and designed the end-to-end product experience.

Duration
6 months