Yiwugo is a leading e-commerce website in the B2B industry, with a transaction volume of 4 billion in 2015. After 4 years of development, Yiwugo's platform has become stable, but now more and more users are reporting that there are some problems in Yiwugo's ordering process, and the shopping experience is rather bad. Although there is no plan to transform the process, but also analyze the existing problems. The following is the entire order flow chart of Yiwu Go.
1. There are as many as 322w online products in Yiwugo. This order of magnitude should be able to meet everyone's shopping needs. The problem is that Yiwu Go is an O2O website, and 7w stores are completely and forcibly moved online. As a result, most merchants do not take the initiative to do Yiwu Go, and the order refund rate is as high as 22%. Many order merchants do not pay attention at all, and the user shopping experience is very poor.
2. The store page of Yiwugo has a mobile phone number and customer service QQ, but Yiwugo lacks its own IM instant messaging tool, and the communication between buyers and sellers is limited. Yiwugo has no more information to keep, for follow-up complaints handling There are blind spots, which increase the coordination difficulty of the buyer service department, and are not good for the experience of buyers and sellers.
3. Yiwugo has many payment channels, including Alipay, WeChat, UnionPay, Yibao, Linkage and so on. As a B2B website, Yiwugou mainly focuses on large-value payments, and the transaction volume of several hundred thousand is also commonplace. However, these channels have their own transaction limits, which are often limited by the impact of the daily quota or cumulative quota, and the failure rate of payment. higher.
4. Yiwugo's delivery channels are basically based on logistics. There are essential differences between the logistics industry and the express industry. The industry is fragmented and informatized, so it is difficult to find the actual in-transit logistics information in Yiwugo. Moreover, Yiwugo uses a free express query interface. The number of daily queries is limited and the technology uses real-time query, which is lacking in design. Short-term cache processing should be used to reduce API calls.
5. The design of the refund process is too simple, the refund is not refined, and there is no place to upload the evidence information related to the refund. As a result, the participation of Yiwu Buyer Service Department personnel in the refund process is too high, which reduces the work efficiency of the Buyer Service Department.
For e-commerce websites, there are so many problems in such a critical order process, and product designers and system developers cannot escape the responsibility. Optimization, or continuous optimization, is customer-oriented.