ThriftPass App Design
Ayushmaan Singh
“How might we enhance user satisfaction, promote fairness, and foster trust in an online thrift shopping platform by organizing the unstructured process and improving the buying experience?”
This case study is divided into three parts.
1) Establishing the context
2) Research and problem definition
3) Solutions and visual design
Feel free to navigate to the section that interests you the most.
If you’re short on time and would like to discover the features of ThriftPass, I’ve prepared a promotional video which you can watch here 👇
Background and problem selection
What is thrifting?
Thrifting refers to shopping for secondhand items, typically at discounted prices. These items are usually found at thrift stores, garage sales, or online marketplaces. They’re often gently used and in good condition, with plenty of life left in them.
Why are people drawn to thrift shopping?
1) Uniqueness: Many seek out thrifted goods for their distinctiveness, preferring items that aren’t mass-produced.
2) Affordable finds
3) Aesthetic Appeal: For example, vintage shirts are often best-sellers, reflecting a preference for retro styles.
4) Lifestyle choices: Thrifting fits perfectly with the values of Gen Z and Millennials, who care about the environment and prefer sustainable living.
Initial research around thrifting
1) Growing interest: The rise of numerous small thrift stores on Instagram underscores the growing interest and demand for affordable, unique fashion finds.
2) Popularised by young influencers: Thrifting has gained momentum in India, driven by a wave of young fashion influencers who actively promote and engage in thrift shopping, shaping new trends and preferences.
3) Some numbers: Social media metrics reveal a significant surge in interest, with over 8 million hashtags dedicated to thrift shops and 12.6 million hashtags on thrift, alongside a substantial volume of posts in India alone, indicating a thriving market.
4) Expected growth: The second-hand apparel market is experiencing exponential growth globally, expected to increase by 127% by 2026, with Asian countries witnessing a remarkable three-fold expansion, underscoring the immense potential and viability of the thrift shopping industry.
Primary Research
After gathering context, I set out to understand the problems users and sellers face. For my research, I spoke with 8 thrift shoppers and 4 sellers through Instagram DM and email. Additionally, I explore some offline thrift stores in Delhi.
Below mentioned are some of the insights from the conversations I had with these folks:
1) The online stores have a very loyal customer base. Many buyers are repeat customers, indicating high retention in this business.
2) The target audience primarily consists of college students and young professionals.
3) The term ‘thrift’ can mean different things in India, from buying used/new items to purchasing branded clothes with tags removed.
5) Online thrift shopping is like a game for enthusiasts, who enjoy the adrenaline rush of securing items quickly in a first-come-first-serve system, similar to a flash sale.
Problems identified in the current user flow
Lots of accounts to follow: Cluttered and overwhelming feed.
Authenticity Concerns: Trust issues arise due to the prevalence of fake stores in the thrifting community.
Time Sensitivity: Real-time notifications are lacking on Instagram, causing users to miss out on items.
Unfair Advantage: Some buyers enjoy preferential treatment, obtaining items before they are even showcased on the page. This favoritism, whether from regular buyers or seller acquaintances, undermines the fairness of the buying process.
Lack of Transparency: Sellers often provide inadequate information on sizing and item conditions.
Core problem statement
I realized this was a huge challenge, so I focused on addressing buyer problems only for me.
“How might we enhance user satisfaction, promote fairness, and foster trust in an online thrift shopping platform by organizing the unstructured process and improving the buying experience?”
Solutions to the problems mentioned above
Problem 1: Lots of accounts to follow
Solution: An app made just for this use case which will have a catered feed showcasing items from multiple stores.
Problem 2: Authenticity concerns
Solution: Having a seller onboarding and measures to prevent scams from happening through grievance handling. There can be three cases of grievances which are
1) Request denied case:
When we think that there might’ve been a mistake on the buyer's end. There can be potential minor issues with thrifted clothes. If the buyer is unsatisfied with the resolution, they can contact the team but cannot submit their case again
2) Request accepted case:
Pickup will be arranged and the store will replace it with the correct item if they sent out the wrong item in the first place
3) Refund:
If the store does not take responsibility or has lost the correct item, they have to refund the money to the buyer. Payment method can be their original payment method or in-app wallet (Helps with retention)
Each seller has their page and seller ratings are present, buyers can go through their Instagram profiles. All these measures help build trust and seller credibility.
Problem 3: Time sensitivity
Solution: The cart section (SNAGS) shows a timer always till the item drops. Buyers can set reminders through the app which can remind them at certain intervals of time (1 hour before drop and so on). They get 10 minutes to check out the item, if they fail to do so the item will be available for the next person in the queue (queues are explained with the next problem). This system has been made to preserve the flash sale and first-come-first-serve qualities of thrift stores present on social media.
Problem 4: Unfair advantage
Solution: To add fairness to the system, each item forms a queue. If you want to buy an item, you have to be quick. When you add an item to SNAGS, you’re not buying it you're just entering the queue till the item drops after which the first person will get to check out first, if they fail then the next person gets a chance to get the item. Each buyer gets a fair chance to get the item.
With social media thrift stores, you have to message the store yourself to get the item, the queue system helps with reducing a lot of manual effort.
Problem 5: Lack of transparency
Solution: For every item, the seller has to add information regarding its sizing and condition. They have to mention through text the defects in the piece, these defects are understood when buying thrifted. If the item is completely different in terms of sizing, the buyer can use grievance protocols to sort it out.
Problem 6: Fitting worries
Solution: During onboarding or later on, the buyer can fill in their sizing details and SNUG feature will compare it with what the seller has mentioned with the item. It will give them a SNUG rating in percentages which will help with their buying decision. This is especially important in thrifting because these items are second-hand and are bound to not be in standard sizing, often running a size larger.
Exploring ThriftPass
Updated user flow
To start here’s an overview of the branding for the entire project.
We’ll walk through each part of the app, discussing its features and the reasoning behind them, followed by a flow that includes screenshots from the app prototype.
Onboarding
For the onboarding process, simplicity is key. Users can sign up effortlessly using their email or phone number. The aim is to ensure users grasp the functionality and nuances of the app from the beginning.
Key features highlighted during onboarding include:
SNUG: As thrifted clothes often lack standard sizing, SNUG ensures peace of mind by providing personalized fit recommendations.
SNAG: Stay informed about drop times for items, enabling you to plan your purchases and never miss out on sought-after items.
The onboarding process focuses on clarifying the app’s purpose and operation, ensuring users understand what to expect and how to navigate the platform effectively
Homepage
The homepage is designed to emulate a typical shopping experience found in e-commerce apps. Users often have favorite stores that serve as brands to them, each offering specific types of items. To ensure visibility for different sellers, we prominently feature popular brands in the first section. For users who prefer browsing by category, there’s an option to explore different types of clothes.
Time sensitivity is crucial in thrift shopping, so we include a section displaying the latest added items on the app.
Each item card provides essential information to aid in decision-making:
Time left before the item goes live.
Queue indicating users who’ve already booked the item.
Condition, categorized as Pristine, Moderately Used, or Heavily Used, based on information provided by the seller regarding any defects or damages.
Additional sections cater to specific user preferences: For those seeking items in nearly brand-new condition or looking for maximum savings compared to retail prices, dedicated sections are available. These sections can be personalized based on whether the user is new or returning, showcasing stores they’ve purchased from previously and offering recommendations based on their past purchases.
Nudge using banner: At the top of the homepage, a banner encourages users to set up their wallet and add delivery location information. Thrifting is all about speed, and with only 10 minutes to check out, any delay could result in missing out on coveted items
Product page
The product page is designed to provide clarity and essential details to users:
Emphasis on Product Images: High attention is given to product images to allow users to inspect and confirm any damages.
SNUG Rating: Due to non-standard sizing, a SNUG rating is provided based on user-provided measurements and seller-provided information. Green, yellow, or red borders around the tag element indicate how each value compares. Users who skipped this step are prompted to try the feature for accurate measurements.
Price Comparison: Users can compare the price with the factory price, helping them make informed decisions and potentially increasing conversion rates.
Detailed Captions: Specific details about the item’s condition, typically found in Instagram store captions, are also included in the app.
Seller Ratings: To instill trust, a section displays seller ratings, offering transparency about the seller’s reputation.
Further Exploration: Users can explore more items from the same store or find similar items.
Bottom Component: This section provides crucial information:
1) SNAG: Secure your spot in the queue.
2) Time Left: Until the item drops.
3) Queue information: Shows people already in the queue.
For new users: The bottom component displays the queue, SNAG button, and timer. Clicking on SNAG reveals a bottom sheet explaining how the queue works and allows users to set reminders, vital for securing the item within the 10-minute checkout window.
For recurring users: The component shows the timer, queue, and SNAG button, automatically setting reminders based on previous settings. To adjust settings, users can click on the “Remind Me” button.
Exploring Stores
Stores take center stage in our app, with a dedicated page for users to explore them. Each store has its customizable page, where users can view important details and even the store’s Instagram follower count, enhancing trust. Users can set reminders for when a particular store adds new items. Being among the first to know is crucial, so users can easily set reminders by tapping the bell icon to stay updated.
Exploring different items
This page displays all relevant results based on selected filters, meticulously chosen after considering industry standards and seller feedback. To streamline the filtering process, users can create presets to save their preferred filter combinations. In addition to standard sorting methods, users can opt to sort items by newest first for added convenience.
SNAGS
In the SNAGS section, you can view all items for which you are in the queue, sorted by closest drop time.
Checkout
During checkout, if you’re first in the queue or get the chance due to preceding users not completing payment, you proceed with checkout. The checkout process resembles standard procedures, with the addition of a timer at the bottom.
Implementing multi-item checkout posed several challenges due to the unique nature of thrift shopping. Here are the constraints encountered during brainstorming:
Different Drop Times: Each item may have a distinct drop time, complicating the checkout process.
Queue Priority: Users may not be at the top of the queue for every item they wish to purchase.
Time Limit: With only 10 minutes allotted for checkout, numerous edge cases arise, making a cohesive solution difficult to achieve.
As of now, the app does not support multi-item checkout due to these complexities.
Orders
On the Orders page, you can track your order status. Once received, you can share reviews and ratings for the store. Please note that items themselves cannot be rated as they are often unique pieces.
Addressing grievances with used items can be challenging due to potential minor issues inherent in thrifted clothes. However, if you receive a completely different item, you can report it by clicking a button and submitting proof. We’ll review your case, compare it with the seller’s records, and provide a resolution. If the store is found at fault, they must send the correct item within 15 days or face consequences. In such cases, users will receive a full refund.
Future considerations
Enhance Seller-Side Flows: Focus on streamlining seller-side processes, such as item addition, and explore automation possibilities to improve efficiency.
Expand Product Range: Aim to diversify the product offerings by adding more items to the list, with better segregation based on specific niches to cater to diverse consumer preferences.
Growth Strategies: Implement strategies to attract new customers who are unfamiliar with thrifting, leveraging India’s extensive smartphone and Instagram user base of 659 million and 516 million respectively. Additionally, consider the total addressable market for the product to maximize growth potential.
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Posted Aug 15, 2024
Making thrifting easier. Worked on an end-to-end App design, starting from research to branding and UI Design.
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