User Case Study

USER JOURNEY Case Study

USER PERSONA REQUIREMENTS

DEVICES USED +

A4 size Copier Paper

Both Mobile site and App user San disk Pen drive

BUSINESS UNDERSTANDING PROFILE : BUYER ONLY GL ID: 68547678

Name: Sanjib Kumar

BULK PURCHASE

Buy copier paper in bulk for self and reselling to small photocopy shops in the vicinity

Location: bahr, bihar

Business Type: photocopy shop

Company Name: Raj Laxmi

Contact No. : 7210595258

• • • •

Shop timings: 8:00 am - 8:00 pm

Indiamart Usage: Majorly during working hours , sometimes late at night

Doesn’t read messages and mails actively

Have product knowledge, Fills ISQ’s properly

CALL TRANSCRIPTION

•

Requirement - Requires 30 cartons approx. as usage is 1- 1.5 carton of copier paper per day. (1 carton contains 10 bundles)

•

San disk pen drive requirement got fulfilled from local supplier by the time connected suppliers called.

•

Supplier experience - Had an urgent and regular requirement of A4 size copier paper during Diwali time (i.e. 1st week of November) but connected suppliers either asked to call after Chaat Pooja or the contact numbers shared were wrong.

•

User contacted suppliers directly from app/mobile site so later when he wanted to take a follow up couldn’t find the supplier and the number resulting into drop out.

•

Landed on Indiamart first time through google search and later installed app from the app install banner on homepage.

Inference:

• There is no call log or past call history to check the already contacted suppliers.

CALL TRANSCRIPTION

•

Not able to track requirement status after submitting form, resulting in every time posting new requirement .

•

No call received from any supplier regarding the A4 copier requirement.

•

Couldn’t understand portal initially though now is able to use it properly but still unsatisfied with irrelevant suppliers.

•

Wanted suppliers from patna being an urgent requirement because could have visited in person to collect but couldn’t find any city filter initially and later the connected suppliers were not from patna.

•

Called a supplier from Ghaziabad dealing in Patna but due to high delivery time couldn’t go forward.

•

Stated “ mere Sara requirement delete Kar dijiye me ek naya requirement de data hun but sahi supplier dedo.”

Inference:

• Not an avid user thus doesn’t check messages and Emails frequently so missed out on a lot of supplier messages.

• Last posted requirement needs to be prominent in first look.

BL POSTING ACTIVITY All the BL below are currently expired

A4 Size Copier Paper A4 Size Copier Paper 8th Oct

8th Nov Index Plus Copy Paper

A4 Size Copier Paper

SanDisk Pen Drives

A4 Size Copier Paper

13th Nov

18th Nov

28th Nov

16th Nov White A4 Copy Paper

22nd Nov SanDisk Pen Drive

Inference:

• User has been posting actively in November being new to the platform and in urgent need.

• Have posted multiple requirements for 2 products only with different product names.

2nd Dec A4 Size Copier Paper

POSTED BL’s SOURCE

Enq. Converted to BL

Under DNC pool A4 Size Copier Paper 8th Oct

8th Nov Index Plus Copy Paper

Enq. Converted to BL Under DNC pool

Enq. Converted to BL Under must call pool

ANDROID

Through Push Notification

Msite

Marketing mailer

A4 Size Copier Paper

A4 Size Copier Paper

A4 Size Copier Paper

13th Nov

18th Nov

28th Nov

16th Nov White A4 Copy Paper

ANDROID

Buyer Dashboard

2nd Dec A4 Size Copier Paper

Msite

IMPACT Page

BL POSTING ACTIVITY All the BL below were Deleted

a4 size copier paper, b2b copier paper copier paper, copy paper id card

• Intent Call

12th Nov

A4 Size Copier Paper 20th Nov

• Repeated Lead • Repeated Lead

A4 Size Photo Copier Paper 65 gsm

A4 Size Copier Paper

A4 Size Copier Paper

A4 Size Copier Paper

A4 Size Copier Paper

SanDisk Pen Drives

A4 Size Copier Paper

13th Nov

18th Nov

28th Nov

8th Oct

16th Nov White A4 Copy Paper

8th Nov Index Plus Copy Paper

21st Nov

11th Nov Index Copier Paper of patna

22nd Nov SanDisk Pen Drive

15th Nov a4 paper near me a4 size 70gsm paper sheet in patna

A4 size paper

2nd Dec A4 Size Copier Paper

ON SITE JOURNEY 2 dec, 8:02 pm Opens IndiaMART homepage

8:03 pm

8:03 pm

Clicks on recommended for you section

Lands on IMPACT page

8:04 pm

8:04 pm

Applies City Filter - Bihar Patna

Browse through the search results

8:04 pm Clicks on sticky header and Posts BL Fills only product name in the ISQ’s

Suppliers connected through SMS/ mail 8:39 pm

8:39 pm

8:39 pm

Returns back to IMPACT page and calls the supplier

Clicks on the product name

Opens mini pdp page

Calls to the suppliers which have been already shared through ASTBUY in previous posted requirements but being no call log or notification couldn’t recall and calls again

3 dec 8:16 am

Bl was approved at 8:11 pm but the supplier detail message was sent next day at 8:04 am, no suppliers were connected under INSTANT BUY

OFF SITE JOURNEY

(2nd Dec Onwards)

• 3 dec, 8:04 am 2nd Dec, 8:04 pm Posted BL under DNC pool From M site

11 suppliers connected through ASTBUY

•

Bl was approved at 8:11 pm but the supplier detail message was sent next day at 8:04 am, no suppliers were connected under INSTANT BUY

Email wasn’t sent.

9 dec, 2:58 pm

Bl feedback form mail sent as enquiry expired

5 dec, 4:08 pm

Enquiry reply mail against enquiry sent on 22 nov

INFERENCES Switched from App to Msite User downloaded app on 8th Oct and has posted a lot of requirements till 24th Nov but then uninstalled app , requirement being not fulfilled, later on 28th nov receives a marketing mailer and from their posts Bl again from MSite and continued using Msite since then.

Uninstalled app

Directed to M site

ANDROID 24th Nov, 6:34 pm

GMAIL 28th Nov, 3:14 pm

MOBILE SITE 28th nov, 3:15pm

Last activity on app

Receives marketing mailer

Posted BL for A4 size Copier paper

INFERENCES Connected supplier and search list discrepancy

Though on search supplier dealing in Patna were available but supplier sent through ASTBUY didn’t had any of those from Patna.

Source: Transaction history Supplier

Location

Tarunjit Entetprise

Kolkata / India

Skylark Exporter

Namakkal / India - Tamil Nadu

Green India Products

Coimbatore / India

Atul Paper Pvt. Ltd.

Delhi / India

Devraj Reprographic Industries

Chennai / India

Matrix Exports

Bengaluru / India

Epic Impex

Morbi / India- gujrat

Rehaboth Enterprises

Ernakulam / India

Shakti Trading

Surat / India

A To S Pvt Ltd

Pune / India

I K Paper Agency

Surat / India

After city filter suppliers connected through ASTBUY Doesn’t include the ones who deals in Patna

Both Paras and Jagannath Puri Manufacturer missing in ASTBUY connected suppliers

INFERENCES Irrelevant suppliers Connected suppliers does not match to the input details like city preferences, product dealing 71864199

S D Garments

Chapra / India - bihar

Connected on 28/11/2018

•

SD Garment was connected through INSTANT ASTBUY

•

Deals in Garment whereas requirement is of Copier paper

Email log, source: gl admin

INFERENCES Multiple mailers sent in a day On a average rate of 3-4 mailers per day are being sent to the buyer.

Category

Request Date

Last Click Date

csl-bl-gen2,BLGEN-FINAL,

2018-12-10 10:54:06.951245

BL Feedback Mails New

2018-12-09 14:15:09

csl-bl-gen,BLGEN-FINAL,

2018-12-08 09:22:11.336181

Buyer_mail_D2,BUYER_MAIL_D,BUYER_MAIL_FINAL,

2018-12-07 12:12:17

csl-Blgen-feed,BLGEN-FINAL,

2018-12-07 10:04:06.47148

Messagecentre Reply Mail-SELLERMY,Enquiry Reply Mail- MC,

2018-12-05 16:04:48

BL Feedback Mails New

2018-12-05 14:58:11

BL Feedback Mails New

2018-11-29 15:04:43

Buyer_mail_D2,BUYER_MAIL_D,BUYER_MAIL_FINAL,

2018-11-28 12:09:40

csl-bl-gen2,BLGEN-FINAL,

2018-11-28 10:46:45.578132

csl-bl-gen,BLGEN-FINAL,

2018-11-28 09:20:15.948544

csl-bl-gen,BLGEN-FINAL,

2018-11-28 09:19:57.273374

Messagecentre Reply Mail-SELLERMY,Enquiry Reply Mail- MC,

2018-11-27 14:06:19

csl-bl-gen3,BLGEN-FINAL,

2018-11-27 12:05:01.396411

csl-Blgen-feed,BLGEN-FINAL,

2018-11-27 10:05:18.753847

BL Feedback Mails New

2018-11-25 14:34:57

BL Feedback Mails New

2018-11-24 14:12:33

Messagecentre Reply Mail-SELLERMY,Enquiry Reply Mail- MC,

2018-11-24 12:26:43

Enquiry Reply Mail-IOS,

2018-11-23 14:32:49

Messagecentre Reply Mail-SELLERMY,Enquiry Reply Mail- MC,

2018-11-23 12:15:58

Messagecentre Reply Mail-SELLERMY,Enquiry Reply Mail- MC,

2018-11-20 15:22:00

BL Feedback Mails New

2018-11-20 14:22:11

Enquiry Reply Mail-SELLERMY,

2018-11-19 23:06:18

Enquiry Reply Mail-IOS,

2018-11-19 08:01:47

csl-Blgen-feed,BLGEN-FINAL,

2018-11-18 10:06:12.931005

Enquiry Reply Mail-ANDROID,

2018-11-18 09:11:41

csl-bl-gen,BLGEN-FINAL,

2018-11-18 09:11:40.447442

Re1-MCAT

2018-11-18 08:04:42.654406

Buyer_PDP_Mail

2018-11-15 16:25:41

BL Feedback Mails New

2018-11-15 13:52:20

2018-11-15 19:17:55.516377

Re1-MCAT

2018-11-13 17:40:32.218215

2018-11-13 18:57:45.83798

Feedback Mail on PNS Enquiries

2018-11-13 10:53:19

csl-Blgen-feed,BLGEN-FINAL,

2018-11-13 09:57:40.204623

Buyer_PDP_Mail

2018-11-09 02:00:12

2018-12-08 20:48:00.547659

2018-11-28 15:14:36.44807

2018-12-02 20:02:50.329688

2018-11-20 19:03:23.482161

2018-11-20 08:02:33.063815

2018-11-18 08:36:41.906614

2018-11-13 17:04:26.170319

GAPS

SOLUTIONS

Indiscrepency in suppliers introduced and search list on portal

Search list the suppliers which have been connected before through ASTBUY in past should have some tag in the product card showing connected or details shared

No repetition in the suppliers introduced

Tracking of last posted BL prominent on homepage

Multiple mails / day

Mailers can be clubbed together

THANK YOU