eBay motors parts & accessories fitment
(Long term case study)

"Provide a smarter fitment experience"

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Shopping for parts & accessories online isn’t easy - people cannot quickly and reliably shop for parts compatible with their vehicle. That is why fitment is a core online feature. It provides an easy and consistent way to search for vehicle parts & accessories that fit your car. The problem with the current experience is that the users are not happy with its usability.

 
 
 
 

OVERVIEW

Duration: 6 months to design, 3 months dev support
User problem: Fitment is not properly working.
Platform: dWeb, mWeb, iOS & Android apps
Domain: US, UK, DE

ROLE

Lead designer


 

DESIGN PROCESS

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Problem Diagnosis

 
 
 
 
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We needed to understand what part of fitment is functioning poorly and what frustrates our users.

Discovery workshops

I conducted 2 workshops with 4 designers and 1 content strategist to find gaps and holes in the fitment experience. The aim of the first workshop was mainly to lay out all E2E fitment use cases/flows (including signed out) and do a heuristic evaluation on all pages with fitment. The second session was done to find all possible combinations for search keywords including disambiguation (ex. car vs. motorcycle).

Results of Problem Diagnosis

From these workshops we discovered a few main issues. When car information is partially presented within search keywords, they are not applied to the fitment module and fitment doesn’t ask for the correct missing information. This helped us to set our primary goal: Fix the overall flow and fill the gap in the user journey, hence make it smart.


The main objective is to make fitment experience smarter.

 
 
 
 



Design & user testing


 
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Design

I created multiple user flows with different pain points, user journey, goals, and regions to provide a visual understanding of where in the user journey has to be improved.

 
 

3 US use cases

1. Disambiguation - finder type (parts/tires), vehicle type (car/motorcycle)
2. YMMTE+keyword partial token - 0 saved vehicles
3. YMMTE+keyword partial token in - 1+ saved vehicles

UK & Germany use cases

1. Disambiguation - finder type, vehicle type
2. YMMTE+keyword partial token in 0 saved vehicles
3. YMMTE+keyword partial token in 1+ saved vehicles
4. And multiple ways to search vehicle

 
 
 
 

CONCLUSION

After 3 months of development, we opened the new flow to 10% of US, UK, Germany traffic in August. As it was well received by our users, we launched 100% in early November 2018 and CTR on the module increased by 2%.