“It took [Patagonia’s] resale brand, Worn Wear, only one year to become bigger than eBay’s secondhand Patagonia business.”
Yerdle Re-commerce partners with big named brands to help resell their used items.
Brands incentivize customers to return their used goods to their respective stores/gathering facilities. They then collect those goods and ship them to be cleaned/repaired before being delivered to Yerdle.
Each month Yerdle can expect anywhere from 5,000-20,000 new inventory items per brand. Processing includes itemizing, inspecting, photographing, and storing. It takes a well oiled machine to keep up with backlog and get new and fresh inventory on the site and available for purchase. Unfortunately, processing items quickly can lead to mistakes, and should a user receive an item not as described, it creates a poor user experience.
Solution: Design Additional QA
It simply isn’t feasible to have someone looking over every processors’ shoulder to make sure they input data correctly, catch every blemish on an item, photograph the item true to color, etc. So how can errors be minimized and mistakes caught before an incorrect item is shipped to the customer?
Answer: Add additional QA throughout the operational flow.
By adding additional checks and balances throughout the operational flow, it puts the onus on the entire team to catch mistakes.
My design aimed at implementing these additional checks into the stock and pick flows. Each time an item was scanned in the application, the user could physically view the item in hand and compare it to the details shown on the screen, encouraging users to flag an item if it did not match the physical item.
This design resulted in catching 3X’s more mistakes before purchase and reducing the count of dissatisfied customers due to receiving an incorrect item by 60%.
In Other News…
Yerdle was selected to participate in a Customer Highlight video for our recruiting partner BlueCrew. While this video aims to talk about how our partnership helps to scale Yerdle’s operations, it also gives some insight as to the various aspects of operation that I had the pleasure in being apart of.