Craigslist
Craigslist
Redesigning Craigslist’s Posting Flow with Polaris Design System
Role
Role
Product Designer
Product Designer & Developer
Responsibilities
Responsibilities
UX Research
UX Research
Sketching
Sketching
Prototyping
Prototyping
Interaction Design
Interaction Design
Timeline
Timeline
2 days
2 days
Tools & Technology
Tools & Technology
Figma
Figma
Miro
Miro
Notion
Notion
The Challenge
The Challenge
Craigslist’s service posting flow has high drop-off rates and takes users an average of 10 minutes to complete, leading to frustration and abandonment. The process is complicated, especially for new users, and lacks clear guidance, resulting in a poor user experience.
Craigslist’s service posting flow has high drop-off rates and takes users an average of 10 minutes to complete, leading to frustration and abandonment. The process is complicated, especially for new users, and lacks clear guidance, resulting in a poor user experience.
Opportunity
Opportunity
By simplifying the posting process, improving clarity, and using a more intuitive design, there’s an opportunity to enhance user engagement and reduce drop-off rates. Streamlining the flow will make posting faster and more efficient, benefiting both new and experienced users.
By simplifying the posting process, improving clarity, and using a more intuitive design, there’s an opportunity to enhance user engagement and reduce drop-off rates. Streamlining the flow will make posting faster and more efficient, benefiting both new and experienced users.
Constraints
Constraints
Development is limited to the selected design system & Limited time for research to create wireframes.
Development is limited to the selected design system & Limited time for research to create wireframes.
Part-1
Part-1
User Research
User Research
To understand the pain points and improve Craigslist’s service posting flow, I conducted user research with two real users: Ely (an experienced user) and Shifa (a new user with only one listing). The research followed these steps:
To understand the pain points and improve Craigslist’s service posting flow, I conducted user research with two real users: Ely (an experienced user) and Shifa (a new user with only one listing). The research followed these steps:
User Interview & Empathy Mapping
User Interview & Empathy Mapping
I asked Ely and Shifa about their recent experiences with posting a service on Craigslist. Ely, being an experienced user, provided insight into long-standing frustrations, while Shifa, as a first-time poster, highlighted the confusion and complexity of the process.
I asked Ely and Shifa about their recent experiences with posting a service on Craigslist. Ely, being an experienced user, provided insight into long-standing frustrations, while Shifa, as a first-time poster, highlighted the confusion and complexity of the process.
So, I created Empathy Maps based on the user feedback, focusing on their thoughts, feelings, pains, and gains during the posting process. This visualized the users' experience, helping me understand their specific challenges.
So, I created Empathy Maps based on the user feedback, focusing on their thoughts, feelings, pains, and gains during the posting process. This visualized the users' experience, helping me understand their specific challenges.
Laddering Approach
Laddering Approach
Utilizing the laddering technique, I asked "Why" questions to explore the root causes of their frustrations. This approach revealed specific issues such as unclear instructions, overwhelming steps, and a lack of guidance, particularly in the Posting Title and Description sections.
Utilizing the laddering technique, I asked "Why" questions to explore the root causes of their frustrations. This approach revealed specific issues such as unclear instructions, overwhelming steps, and a lack of guidance, particularly in the Posting Title and Description sections.
Key Insights
Key Insights
Utilizing the laddering technique, I asked "Why" questions to explore the root causes of their frustrations. This approach revealed specific issues such as unclear instructions, overwhelming steps, and a lack of guidance, particularly in the Posting Title and Description sections.
Utilizing the laddering technique, I asked "Why" questions to explore the root causes of their frustrations. This approach revealed specific issues such as unclear instructions, overwhelming steps, and a lack of guidance, particularly in the Posting Title and Description sections.
Part-2
Part-2
Brainstorming
Brainstorming
Current Flow Analysis
Current Flow Analysis
Reviewed the existing posting flow to identify pain points: slow process, confusion during Title and Description entry, and unclear guidance.
Reviewed the existing posting flow to identify pain points: slow process, confusion during Title and Description entry, and unclear guidance.
Flow: Posting a service
Flow: Posting a service
Flow: Housing services
Flow: Housing services
Sketches
Sketches
Created rough sketches to visualize potential solutions, focusing on simplifying steps, adding clear instructions, and streamlining the layout. The new design aimed to reduce unnecessary fields, provide inline help, and improve overall navigation. Key solutions included a mobile-first design, refined category selection, and smart suggestions to speed up the process and reduce friction.
Created rough sketches to visualize potential solutions, focusing on simplifying steps, adding clear instructions, and streamlining the layout. The new design aimed to reduce unnecessary fields, provide inline help, and improve overall navigation. Key solutions included a mobile-first design, refined category selection, and smart suggestions to speed up the process and reduce friction.
Part-3
Part-3
Design System and Wireframes
Design System and Wireframes
Polaris Design System - Shopify
Polaris Design System - Shopify
Craigslist’s service posting flow has high drop-off rates and takes users an average of 10 minutes to complete, leading to frustration and abandonment. The process is complicated, especially for new users, and lacks clear guidance, resulting in a poor user experience.
Craigslist’s service posting flow has high drop-off rates and takes users an average of 10 minutes to complete, leading to frustration and abandonment. The process is complicated, especially for new users, and lacks clear guidance, resulting in a poor user experience.
Wireframes
Wireframes
To make posting easier and less confusing, I grouped similar options together in expandable sections. This helps users see only what they need at each step, instead of being overwhelmed by too many choices. I also added a short helper line to guide first-time users, making it clearer what to do next. This approach simplifies the process and helps users focus on one thing at a time.
To make posting easier and less confusing, I grouped similar options together in expandable sections. This helps users see only what they need at each step, instead of being overwhelmed by too many choices. I also added a short helper line to guide first-time users, making it clearer what to do next. This approach simplifies the process and helps users focus on one thing at a time.
Part-4
Part-4
Prototyping
Prototyping
The Housing Flow guides users step-by-step through selecting property type, location, and details with accordion-style sections and clear helper text, making the process easy and efficient.
The Housing Flow guides users step-by-step through selecting property type, location, and details with accordion-style sections and clear helper text, making the process easy and efficient.
The Services Flow simplifies service posting by grouping related fields into expandable sections and providing clear instructions and notification banners, ensuring users understand the $5 fee and how to fill out the form.
The Services Flow simplifies service posting by grouping related fields into expandable sections and providing clear instructions and notification banners, ensuring users understand the $5 fee and how to fill out the form.
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