Frequency of actions:

Least Most

Dealer

1stdibs

1stdibs Dealer Dashboard

Biggest Pain Points

Page

Email

Photograph

Button

LEGEND

Buyer

Trigger/Intention

Large Inventory

Small InventorySI

LI

~ 40%

1-3 employees

Post 2-3 times a month

~ 15%

1-2 employees

Post 1-2 times a month

~ 35%

2 or more employees

Posts every week --- (often 4 or more items)

May have their own marketing tools.

~ 10%

2-5 employees

Posts 2-4 times a month

Usually younger or with younger employees -- (Often under 50yrs)

Often use additional tools: mailer, print, email, etc.

Happy to hear about new changes and features --- even if they don't plan on using for their own account.

Easily comprehend/learn new tools -- may not always agree with their benefits (i.e. OMT).

1stdibs may not be their main priority, but they understand the use and want to get as much out of it as possible.

Tools could be more clear -- not as "advanced" as they could be. Dashboard is probably a secondary management tool for them, but would like it to function better for their purposes -- including better ways to search inventory (i.e. reduced price items, etc.)

Usually older; may have some help from younger/parttime employee. -- (Often older 45-70 yrs)

Rarely, if ever, use additional tools: mailer, print, email, etc. -- (2-3 per year)

Less happy about new changes and features --- too much to take in or they may just not use.

Do not easily comprehend/learn new tools or their benefits. Need repeated explanation of new tools.

1stdibs is most likely not their main priority, but is also probably their only online presence.

Post less items and less frequently ---- often all at once rather then spreading throughout the month.

They usually search for items visually by browsing the lists.

Usually post on a weekly basis.

They usually search for items through the search box.

Would appreciate better ways to manage their large inventory.

SMALL INVENTORY (<150)

LARGE INVENTORY (>150)

ACTIVE / SAVVY DEALER LESS ACTIVE / LESS SAVVY DEALER

COMMON

COMMON

DEALER JOURNEY FOR ONLINE INVENTORY (DRAFT)

Dealer Personas Dealer Journey (next page)

UPLOAD NEW ITEMSLI : Every week SI : 1-3 times a month

Problems : � Overwhelmed and confused by dashboard and link names. � No alerts.� "Grid looks like an excel sheet, hate it!"� Starting point not clear because of the 2 step process.� No bulk upload through a CSV file (large inventory dealers upload 30+ items at one go).� Irrelevant actions such as "mark as sold", “email item”, etc.� No entry fields for relevant information such as trade price, cost, insurance, etc� Item upload sections' order leads to the same information being entered twice (first in item decription and then later in forms).� The creator entry section is confusing. “What does ‘pending’ mean?”

Opportunities : � Have a single link for item upload.� Simplify and redesign the dashboard. � Allow bulk upload through CSV file upload.� Remove irrelevant actions.� Introduce missing fields such as trade price, cost, etc.� Reorder item upload sections. � Make the creator section clearer.

1stdibs Goals: � �

New refurbished items Fill the spots of sold items on 1stdibsUtilize 1stdibs contract

upload yourown photos

1stdibsImaging Request

add text (yourown photos)

add text (1stdibsimaging)

Save

Add Text Fill informationby referring to

notebook/excel/inventory software

Images

or

Add Text toListing

Save

Feelings: Overwhelmed, confused, annoyed

REVIEW ITEM INFORMATIONRarely

Problems : � Item information within the edit text form can be difficult to read.

Opportunities : � Have a modal displaying all the item information entered for quick review.

1stdibs Goals: � �

Make sure information is correctMake the release deadline

work inprogress

Add Text toListing

Save

Edit Text

Review informationin list view

Review information& make changes

SUBMIT FOR PUBLISHINGSame frequency as uplaoding new items

Problems : � Different terminologies used for the same action: "post" in item list pages and "publish" in item upload form.� Items with non-photoshopped images show up on Storefront immediately.� No notification if dealer has gone over the upload limit.

Opportunities : � Decide on 1 term for publishing action: "post" or "publish"� Dont publish to storefront until image is processed.� Alert the dealer if he is going over his uplaod limit."

1stdibs Goals: � �

Make the release deadline

work inprogress

“post to”options Confirm

Post Item

Visually confirm thesubmission of the item

posting to1stdibs

Feelings: Confused

CHECK RELEASEWednesdays and Saturdays

1stdibs Goals: � �

Check if items have been published to 1stdibs

posted1stdibs

Search for thepublished items

Contact AM ifunable to find the item

rejectedpostings

Save

Contact SupportUnderstand reason

for rejection &Contact Support

if not able toAdd Text to

Listing

Make changes

Contact AM ifno response

Edit Item

Feelings: Frustrated, upset and confused

Problems : � Some items are delayed by us and remain in "posting to 1stdibs" causing confusion.� Dont know where the item was posted because 1) Few items get lost due to bugs in the dashboard and do not show up in the "posted 1stdibs" section. 2) "Posted to" labels (present only in list view) are sometimes incorrect.3) No "posted to" label for saturday sale and dealers really care about whether their items were posted in saturday sale or not.4) Label language is confusing. Eg "Posted on 1stdibs" for items posted to category search.5) "Posted 1stdibs" count is often wrong.� Reason for rejection is not available 20% of the time. � Contact Support emails get lost sometimes.� Dealer is afraid to click "repost item" after making amends. � Irrelevant actions in "posting to 1stdibs" such as "Place on hold", "Mark as Sold".

Opportunities :

� Have another category for delayed items. � Make sure items can be found in the right buckets with correct counts.� Make it clear where items have been posted. Need a new "posted to" label for "saturday sale".� Email dealers telling them that their items were released and where they were released.� Inform why an item was rejected.� Make sure "Contact Support" emails dont get lost.� Remove irrelevant actions.

MARKET THE ITEM~30% of dealers do it every 2 months

Problems : � Dealers dont know if reposting is worth their money without analytics.� No analytics to help market item better.� Lack of item publishing history, past holds. � "Post item" terminology for republish button is technically incorrect and can be confusing.� Unpublish option is hard to find.� Cannot import their contacts into the mailer.� Inconsistent terminology: “email this item” in thumbnail view and “email item” in list view.

Opportunities : � Include helpful analytics such as item views, search results, prints, etc.� Show an item's publishing history, past holds.� "post item" should be renamed to "republish".� "print format" should be renamed to "print".� Change “email this item” to “email item”.

1stdibs Goals: � �

Sell the items Encouraging emails from AMs

posted1stdibs

Add toMailer

AdminHome

sendmailer

posted1stdibs

PostItem

post tooptions

Republish toNew Listings orSaturday Sale

posted1stdibs

EditText

Add Textto Listing

Unpublish itemsnot selling or

being refurbished

storefrontreorder

Reorder itemsto increase their

visibility

posted1stdibs

Email thisItem

emailitem

Use their ownemail marketing

softwareor

UPDATE ITEM INFORMATION10-20%: 3-4 times a week, 80-90%: Twice a week

Problems : � Dealers dont care about updating an item.� Only AMs can change the creator of a published item but there is no indication of this.� Dealers dont understand how to use bulk actions. Need to be taught and some will still not use it.� Few dealers forget the changes they make and blame AM for making those. � While reviewing, Item information within the edit text form can be difficult to read.� Irrelevant bulk actions such as "Mark as Sold", "Place on hold" as those are always performed on an item individually.

Opportunities : � Show "last modified" timestamp to encourage updates. Also show who modified it.� Come up with a new category aside from "hold" for items being edited that can be hidden.� Make bulk action's use clearer.� Have an item information modal for quick review.� Remove irrelevant bulk actions.

1stdibs Goals: � �

Contact AM for problems in changing

creator/ bulk edits/other edits

Victoria & dealers pointing out incorrect information. AM request to update shipping.Update creator and other information.

posted1stdibs

Add Text toListing

Place on Hold

Hide items on holdon 1stdibs

Research therequested information

InventorySettings

on hold EditText

Make changes

Feelings: Confused

ANSWER CUSTOMER QUERIESLI : 10-15 per week, SI : 1-2 per week

Problems : � Difficult to answer trade queries due to absence of trade price, old price, insurance, cost, associa-tion to other items.� Large item cards in list view make finding an item quickly difficult due to endless scrolling. Dealers dont like scrolling.� Item card in list view does not show all item information� "Print format" terminology for print action is unclear.� Cannot export list as CSV for their own records.

Opportunities : � Allow entry of and display of trade price, old price, insurance, cost, association to other items.� Include more items on the screen in list view to enable quick browsing.� Have item information modal for quick access.� Change "print format" to "print".� Allow CSV export.

1stdibs Goals: � �

Contact Dealer emailsDirect customer contact

posted1stdibs

Print Format

Keyword or Ref#(search)

Browse through thumbnailview to find the item

or

Look at the information in the list viewand answer queries

Get missing information from his own record(notebook/excel/inventory system)

Email Itemor

Feelings: Confused

MANAGE ORDERSLI : per week, SI : per week

Problems : � Not able to republish an item in case a sale dies.� Unpublish option is hard to find.

Opportunities :

1stdibs Goals: � �

Act on orders and update itemstatus T2 emails

OrderManager

Place on/Release Hold

Act onorders

posted1stdibs

Updateitem status

Mark as Soldor

posted1stdibs

EditText

Add Text toListing

Unpublish item on designer’srequest to hide price

ANALYZE SALES10% of dealers

Problems : � Can't differentiate between items sold on 1stdibs vs somewhere else.� Dont know what price the item was sold at.� No Analytics� Irrelevant actions such as "edit text", "edit images" in thumbnail view.

Opportunities : � Indicate items sold on 1stdibs and the price they were sold at.� Analytics on sales� Remove irrelevant actions

1stdibs Goals: � �

Improve sales

sold

Use quickbooks or othersoftware to analyze sales

or