The future of e-Commerce is heating up, yet are we offering fluid customer experience?

By kisscx - Design lab
Startup, e-Commerce

As ever, an exec. of startup has her/his own vision and planning for designing a e-commerce service how people will shop. In 2005 I was shadowing along a local seller how to post his domestic items to our Yahoo! audit platform while I was there as a researcher back then. In 2021, I’m leading to design a cross-border e Commerce service for a freight forwarding shipping startup as offering their customers to shop & ship at globe when some of brands will not ship to their regions/countries. This ever-changing eCommerce industry never ceases to surprise me, and there’s always a LOT to learn!

Each startup wants to scale up and generate more revenues. The foundation of our service is freight forwarding shipping, to ensure a fluid declaration & consolidation service, as it goes. But how to generate more services and revenues? Executives started to plan on shopping concierge, marketplace, cashback picks, coupons, one-click add to cart extension as we forge ahead. That does sound exciting, and yet are we offering a fluid service experience? When a comprehensive array of services options have been offered, it also made customer experiences more time-consuming, fragmented and harder to navigate.

When a comprehensive array of services options have been offered, it also made customer experiences more time-consuming, fragmented and harder to navigate.

Key metrics

As the product roadmap is evolving, design experts should heavily jump in and helping to shape the future of e Commerce what it should look like or how it will be as we’re all suffering pandemic. However, I’ve set up no more 10 key metrics until the result is progressing in this startup,

  • Deep diving in a profile of cross-border shopper. There’re a lot of reason why they go overseas shopping, for instance, some stores cannot support the local credits
  • Don’t build running-around service. It exhausts your customers if they have gone at greater length only to look for coupons.
  • Personalisation becomes standard. Shoptagr (personal shopper) - AI engine using machine learning and predictive analytics that can simulate specific shopping behaviour, thus providing customers with the best match.
  • 70% mobile customers using our freight services that has a proven track record on the mobile revolutions.
  • Go-to trend will be conversational e-commerce (chat bots), machine learning, and universal charts
  • As of now, lowering cart abandonment is not one of key metrics in this freight service, but will be essential for shopping/marketplace as this service would evolve towards that direction.
  • B2B business is part of play. Covid has entirely shifted the lifestyle we used to know. Many retailer owners have to move their business online. Shopping concierge has offered the relations between shopper( requester) and buyer.

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