Rethinking and redesigning Facily Catalog

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Facily new catalog

Rethinking and redesigning product registration and management

Introduction

Facily, a social commerce platform operating in select Brazilian states including São Paulo, Rio de Janeiro, and Recife, offers a marketplace platform called Facily Merchants. Here, retailers can register or integrate their product catalogs to make their offerings available on the Facily app.

The Challenge

One of the primary challenges in this environment is the universality of the product, serving both small local stores and larger operations. Every solution we design must accommodate the diverse needs of users and create a seamless experience for everyone.

Usability Issues

Following a usability survey (SUS - System Usability Scale) conducted on Facily Merchants, we identified usability issues. A significant 58% of users scored below average, resulting in an overall score below 65 points. This suggests that our system requires substantial usability improvements, and Nielsen's heuristics were employed to assess and guide these necessary enhancements.

User-Centric Approach

Notably, 39.2% of users highlighted in the research that enhancing the usability of Facily Merchants would be a crucial factor in helping retailers sell more effectively through our platform.

Some numbers and information have been excluded because they contain confidential information about the product.

Discovery

In parallel to our research efforts, we initiated an internal discovery process. We engaged in conversations with key stakeholders to gain deeper insights into the product. During these discussions, we uncovered that product variations (e.g., white t-shirts in different sizes) were being registered by an internal team due to usability issues that prevented users from completing this task effectively.

Additionally, the primary objectives of our discovery process were twofold:

1. To assess how we stack up against the competition.

2. To gain a comprehensive understanding of our business needs.

Getting to work

Empowered by user insights and in collaboration with the relevant teams, we've introduced a fresh user experience, accompanied by a comprehensive rebrand that adheres to the company's design system.