Wallapop
OVERVIEW
Buyer & Seller Journey
Wallapop is a popular online marketplace in Spain, where users can buy and sell secondhand items locally. The platform connects individuals through a simple and easy-to-use app, fostering sustainable consumer behavior by promoting reusing and recycling.
Sustainable Marketplace I Scale Up I 2020 I Collab with Rosa Torguet
PROJECTS DEVELOPED IN PARTNERSHIP WITH MEMORABLE
1. USER RESEARCH
Memorable conducted qualitative and quantitative research to understand user concerns related to trust on the platform.
2. SELLER AND BUYER JOURNEY DESIGN
We mapped the entire journey to identify trust-related pain points and critical touchpoints that impact the user experience.
3. DESIGN PRODUCT OPPORTUNITIES
Based on the insights, we developed product (UX) recommendations on how Wallapop could address trust issues and improve user satisfaction throughout the app.
4. EMPLOYEE TRAINING WORKSHOPS
Memorable facilitated workshops for Wallapop employees, providing actionable next steps based on the research findings and recommendations.
THE IMPACT
Numbers that speak
NPS (NET PROMOTER SCORE)
9SATISFACTION RATING
9/10
COMPANY OBJECTIVES ACHIEVED
85%
Words that count
“The way each interview was conducted, and how the research was presented and translated into tangible ideas, was very impressive.”
