Behind the Scene of 5-Day Product Support Development
In many cases, it can take months and years to improve a product for a better customer experience. Not only do we need to evaluate and analyse the difficulties users are facing, but also to initiate new ideas and work through as fast as we can to push that solution out and make an impact. Everyone can sure accomplish many tasks in a week, but at Tokopedia, our team was able to successfully develop and launch a product to support the official store in the matter of just 5 days.
Focusing on consumers
In order for our customers to shop comfortably knowing that the products they buy are authentic, Tokopedia offers ‘official store’ function for merchants that have the right to sell the products. However, this is not the only factor we took into consideration when improving our official store experience. We focused on 3 things: readiness, originality and best price. We want to give the promise to our customers that we are trustworthy and that you can expect a top-notch experience from us. Not only do we have to develop the official store function that is seamless and friendly to use, but also the support function to make the official store one of the best.
- Readiness: We want to make sure that the stocks in each official store on our marketplace are updated and that the product is there whenever or wherever you want to shop.
- Originality: We guarantee that the official stores’ products are real. Customers can cut the worry of feeling betrayed by fake products when shopping through us.
- Best Price: Customers do not have to go through the hectic of checking prices for the same product in other websites; our marketplace’s official store would already provide you with the best price.
The last support, ‘Best price’ is the initiation in which Marissa Dewi, senior lead of Fintech business development, and her team took action to develop, and the initiation took only 5 days to launch.
Accomplishment within 5 days
Developing a product in 5 days does sound difficult to achieve, but not with a growth mind-set. Within those crunching days, Marissa’s team and other related teams started by brainstorming ideas on how to better improve the official store support system through gaining trust from our customers. Once they were aligned on the same goal and jobs were distributed to each team, the execution shot out like a rocket: all teams, both internal tribes and external partners, were working on their own parts, contacting partners, seeing the possibilities with the backend infrastructure and communicating with each other continuously.
“Our DNA to ‘Make it Happen, Make it Better’ really came into play: all teams involved did their ultimate best to deliver their jobs as soon as possible. We would not be able to achieve the 5-day period if just one team decided to slack off,” said Marissa.
Additionally, Marissa shared that the key to speedy improvement was to concentrate on the most important things first and get them done before moving on to conquer the additional requirements. To see the big picture and get them right, then dig deep to solve even the smallest details.
At Tokopedia, we work hard everyday trying to solve issues our customers are facing, while challenging ourselves with what-if questions to strike for a convenient and seamless experience for our customers further.
