The first automated tool designed at Mercado Libre, created to streamline the refund process for buyers by reducing the need for resolution, negotiation, and preventing the return of already shipped products
Team + My Role
For this project, we were a strong team of three: a project leader, a designer, and myself as the UX writer. I was responsible for writing all the content you see here (and more), which contributed to the success of our team and fostered synergy with other teams.
C H A L L E N G E
Motivate sellers to automate refunds and offer personalized options to reduce complaint queues, lower costs, and improve reputation through timely responses.
Motivate sellers to automate refunds and offer personalized options to reduce complaint queues, lower costs, and improve reputation through timely responses.
Sellers
GMV: Recovery – Optimizing GMV through sales and customer engagement.
Effort in resolution: Long complaint queues raise management costs.
Reputation: Significant impact in cases where timely responses are not provided.
Buyers
Dissatisfaction: Due to not receiving timely responses to their complaints, even with the barrier of time zones.
E X P E R I E N C E G O A L
E X P E R I E N C E G O A L
To encourage sellers to automate their refunds and tailored refund offers to better address the buyers needs.
To encourage sellers to automate their refunds and tailored refund offers to better address the buyers needs.
UNDERSTANDING PHASE
B E N C H M A R K
First, we led a workshop with the stakeholder triad to understand business needs, establish user personas, prioritize value propositions, and develop the communication strategy.
First, we led a workshop with the stakeholder triad to understand business needs, establish user personas, prioritize value propositions, and develop the communication strategy.
Persona: Mid & Large Sellers
Persona: Mid & Large Sellers
Experienced Users: Know the platform well; main pain point is handling complaints efficiently. Quick Complaint Management: Struggle to resolve all complaints, risking their reputation. Reputation Priority: A healthy reputation is crucial for business survival. Control Over Offers: Want autonomy in managing automatic refunds. Recover Sale Percentage: Aim to retain part of the sale to cover costs.
Experienced Users: Know the platform well; main pain point is handling complaints efficiently. Quick Complaint Management: Struggle to resolve all complaints, risking their reputation. Reputation Priority: A healthy reputation is crucial for business survival. Control Over Offers: Want autonomy in managing automatic refunds. Recover Sale Percentage: Aim to retain part of the sale to cover costs.
BENCHMARK
BENCHMARK
UNDERSTANDING PHASE
Amazon
Amazon's returns module includes quick menu access, configurable refund rules, settings for name, category, return reason, marketplace, and the option to download reports.
Walmart's returns module offers automatic or manual refunds, return rules by category and item, Excel downloads by SKU, and a rule to keep the item when returned to minimize costs.
We found that most competitors use automatic rules to optimize processes and improve response times, effectively reducing workload and enhancing seller efficiency. We leveraged these tools as the foundation to create a module tailored to meet the specific needs of our users.
We found that most competitors use automatic rules to optimize processes and improve response times, effectively reducing workload and enhancing seller efficiency. We leveraged these tools as the foundation to create a module tailored to meet the specific needs of our users.
We found that most competitors use automatic rules to optimize processes and improve response times, effectively reducing workload and enhancing seller efficiency. We leveraged these tools as the foundation to create a module tailored to meet the specific needs of our users.
PHASE 1: M V P
We improved the buyer's refund request process
We ran an MVP design to encourage sellers to create automation rules
We added a quick auto-refund option, saving buyers from negotiating full refunds with sellers—saving them time and effort.
These rules set a product price range and refund percentage, linking to the offer buyers see during the complaint process.
We ran an MVP design to encourage sellers to create automation rules
We improved the buyer's refund request process
These rules set a product price range and refund percentage, linking to the offer buyers see during the complaint process.
We added a quick auto-refund option, saving buyers from negotiating full refunds with sellers—saving them time and effort.
This design includes module access, an automatic refunds section, a rule configuration modal, and success components.
This design includes module access, an automatic refunds section, a rule configuration modal, and success components.
PHASE 1: Friends and family test
We tested the tool’s usability, focusing on its usefulness and improvement opportunities.
We tested the tool’s usability, focusing on its usefulness and improvement opportunities.
Highlighted Quotes
Pedro
"I feel like I understand it without even reading it."
Juanita
"While using it, it was easy, intuitive, and functional. I didn’t need to read much to understand how it works."
Paula
"It's clear that I'll be at ease with the products I request a refund for. With the rules in place, I can relax."
Highlighted Quotes
Pedro
"I feel like I understand it without even reading it."
Juanita
"While using it, it was easy, intuitive, and functional. I didn’t need to read much to understand how it works."
Paula
"It's clear that I'll be at ease with the products I request a refund for. With the rules in place, I can relax."
PHASE 1: Communications
Main Objective:
Enable sellers to automate their refund offers according to their budgets and product values.
Experience goal:
Enable sellers to activate the functionality and start adding automation rules for their business.
Our communication strategy aimed to prioritize the operational value propositions that would assist in managing claims. Under the matrix, we categorized the most important points. The larger the space for communication, the more value propositions we added to the messages.
Our communication strategy aimed to prioritize the operational value propositions that would assist in managing claims. Under the matrix, we categorized the most important points. The larger the space for communication, the more value propositions we added to the messages.
Our communication strategy aimed to prioritize the operational value propositions that would assist in managing claims. Under the matrix, we categorized the most important points. The larger the space for communication, the more value propositions we added to the messages.
ONBOARDING
Key Messages to Communicate:
There’s a way to optimize your business.
"Save time and maintain your reputation with this new tool".
We improved the MVP by adding configuration options like logistics and complaint reason to create more tailored rules for users' needs.
We improved the MVP by adding configuration options like logistics and complaint reason to create more tailored rules for users' needs.
FALLBACKS
PHASE 2: Communications END GAME
PHASE 2: Communications END GAME
We create communication touchpoints to highlight new tool features and provide onboarding content to guide sellers.
We create communication touchpoints to highlight new tool features and provide onboarding content to guide sellers.
EMAIL
Subject: New settings to customize your refund rules Prehader: Optimize your complaint resolution process with Automatic Refunds
Subject: New settings to customize your refund rules Prehader: Optimize your complaint resolution process with Automatic Refunds
ONBOARDING
FAQ
HOTJAR RESEARCH
RESULTS
Disclaimer: This project was created as part of my role at Mercado Libre. All rights to the work and associated materials belong to Mercado Libre. My contribution focused on UX Writing and Content Strategy. This project is shared for portfolio purposes and does not represent the full scope of work completed by the team.
Disclaimer: This project was created as part of my role at Mercado Libre. All rights to the work and associated materials belong to Mercado Libre. My contribution focused on UX Writing and Content Strategy. This project is shared for portfolio purposes and does not represent the full scope of work completed by the team.
Automatic Refunds Mercado Libre
The first automated tool designed in Mercado Libre, created to streamline the refund process for buyers, reducing the need for resolution, negotiation, and preventing the return of already shipped products.
Team + My Role
For this project, we were a strong team of three: a project leader, a designer, and myself as the UX writer. I was responsible for writing all the content you see here (and more), which contributed to the success of our team, synergy with other teams
