About 180 people have seen my post, and 13 of them replied to me. 7 out of 13 people have problems when they first claim and use a free shipping voucher.
Key finding
2 of them quit Shopee because they can’t find it at the first time
2 of them have asked the seller(shop) where to get the shipping voucher
2 of them take more than 10 minutes to find it finally
1 of them change to the web version to claim the voucher
While users get back to find vouchers, there are three main situations they will encounter that frustrate them.
3 frustrating scenarios
I. Can't apply the voucher
II. Not for selected logistic option
III. No 7-11 for logistic option
Touchpoint
Product page
Problem
Shipping fee info makes users misunderstand
At first, I think that make user choose the logistic he/she wants to ship would be a great idea. However, I realize this make users confused and hard to use.
I changed it into a table cell in consider that user will compare each logistic option. So in the manner of using table cell, it can show the info clearly and be controled by users.
Touchpoint
Shopping Cart Page
Problem
Users browse back and forth to find the voucher
What's more, as users drop out of the purchasing process to get vouchers, I think it will be better to let users easily return to the shopping cart to continue buying.
Touchpoint
Product page
Problem
Users browse back and forth to find the voucher
Show users directly how much is the shipping fee to each logistic in a different voucher in order to let users choose which to claim.
Touchpoint
Select Voucher Page
Problem
The voucher doesn’t support the specific logistic option choosed by users. (Scenario 3)
What makes users upset is they don’t know what happens unless going back to the Shopping Cart page. No matter users change the logistic option or not, it will be better to make users know what's going on and it’s up to them to change or not.
