letgo


lletgo is a second-hand marketplace whose mission is to re-shape the secondhand market in turkey so that secondhand is the default option.

At letgo I worked with multiple squads - chat, retention, cars, and posting and search and discovery - always working within agile dual tracking in discovery sprints and integrating the team in the design thinking process. I collaborated closely with BI, Research, and Customer Care to gather user insights, and brought those into the team so that aligned with the business roadmap and OKRs we addressed the right problems to achieve the highest impact.

Waiting for your reply


At the Chat team, we knew from previous research that the response time of a seller had a large impact on the quality of the conversation. The faster the seller replied, the more likely the conversation turned into quality or deep conversation, especially if they replied within one hour after the conversation was started. Based on these insights I gathered the team (developers, BI, PM, CC Agent) on an Ideation session so that together we could think on how to encourage sellers to respond quickly to interested buyers.

The hypothesis


We wanted to raise user awareness on the importance of fast replies for both, buyer and seller, but specifically for sellers. We came out with ideas to add visual clues to encourage the user to reply faster. The hypothesis was that encouraging users to respond to recently received chats would increase quality interactions on the platform.

Ideation and Wireframing


After an indeation session with the team and many ideas we decided to go with the one that we though would cause more impact: If users do not respond to a message and they fall within a certain time period (for buyers: >1 hour - 3 days, for sellers: >24 hours - 3 days) and the conversation has not reached 5 interactions yet, we would show a “Waiting for your reply” copy and clock icon instead of last message in the chat list until the end of the time period.

Guerrilla Testing


I wanted to get quick insights before going into development to be more confident about what we were testing. To do this as quickly as possible I run guerrilla testing at the office, interviewing colleagues from other departments.

Impact


Even though the impact was small, it was significantly positive, this means we had a positive impact on the main metrics we were tracking (quality conversations and deep conversations), and also by rolling out this feature we expect the closed deals would increase (because users meet in person, it is hard to measure realistically this impact).

© Susana Passinhas susanapassinhas@gmail.com