Marketplace Seller Experience

  • Project Industry: Retail

  • Functional topic: Process digitization

  • Collaborators: Account executive, Solution engineer, Architect specialist, Customer executive sponsor

  • Duration: 3 months

  • My role: Lead engagement manager, Innovation specialist, Team lead

00. Context

LatAm largest marketplace addresses the opportunity emerging in e-commerce due to the pandemic with the relaunch of its offering.

01. Project objective

Rethinking the e-commerce advisor journey by optimizing acquisition, accelerating onboarding, and promoting growth through an integrated digital management approach that enables the business to scale its commercial process without the need of growing in human resources.

02. Approach

Our approach centered on enhancing efficiency and productivity by optimizing technological capabilities and driving process improvements through automation and AI. We focused on identifying areas where manual tasks were prevalent and pinpointed key interactions that could deliver the most value to customers, streamlining operations while elevating the overall seller experience

03. Results

We created several deliverables:

  • Current process assessment:

    For our assessment, we tapped into LATAM’s love of fútbol using an analogy that compares their challenges to the game and the field

    First, The Field represents the foundation—just like a good playing field is essential for talent to perform at their best, the right systems and processes are crucial for maximizing potential. This addresses concerns from key stakeholders focusing on the challenges of their adoption to tech tools, which is often seen as an operational burden.

    Next, The Game symbolizes the strategy and tools needed to win. This refers to our analysis of the commercial operation challenges currently faced by the business and highlights the importance of having the right dynamics and strategies to drive success.

  • Vision Journey: A future state journey that highlights efficiency wins with digital capabiliies

  • Roadmap: Technology roadmap

Current process assessment

Vision Journey

Roadmap