Async AG(Authenticity Guarantee) Returns
Year
2023-2024
Role
UX/ UI Designer
Team
Post-Transanction at eBay
(Protections team)
What is the customer's problem?
We need to improve buyer-seller CSAT(customer satisfaction) for AG(Authenticity Guarantee) returns.
How are we trying to solve the problem?
Reduce return wait time by automatically refunding the buyer and eBay will handle the seller transactions after authentication.
How are we going to measure success?
We will get the metrics from both the buyer and the seller.
Gathering Insights
Before Starting a Project
Before beginning any projects, I prioritize connecting with the Product Manager to gather metrics from previous experiences. This helps establish a solid foundation and provides valuable context. I also take the opportunity to ask for additional information to ensure we have clear directions and alignment from the start.
How we solve the problem?
Our primary goal was to communicate two key messages:
​
1. Buyers will receive a refund
2. Sellers will be refunded only after they get the item back
Solving the Problem through Debate and Research
Initially, we debated whether to inform sellers that we refund buyers first as part of being transparent about the process.
However, we decided not to notify sellers of this detail. Our research showed that sellers are primarily focused on their items and are less concerned with the mechanics of the refund process.
Omitting this information kept the experience simple and streamlined for them.
Collaborate with other designers
Collaboration with the Content designers
​
I work closely with content designers by providing them with dedicated space to freely explore and refine the content on each page. We hold regular meetings to discuss progress and align on updates.
Once the content is finalized, I integrate it with the updated UI design to ensure consistency before presenting it for review.
Preparing the Review Deck
​​
Before the review, I collaborate with the Product Manager and fellow designers to prepare a comprehensive review deck.
This process ensures we align on key points, present a cohesive narrative, and showcase the work effectively. Working together helps us address any gaps and refine the presentation before sharing it with shakeholders.
Handing off the final designs to Engineers
After receiving approval from leadership, I prepare the design handoff for engineers. This includes providing detailed IO specifications and clearly explaining how the design works.
Ensuring all interactions, edge cases, and visual details are documented helps streamline the development process and reduce ambiguity.
