Poshmark

Adding a feature

Adding an “In Search Of” feature to Poshmark, a secondhand e-commerce platform.

Role

Sole UX/UI designer

Tools

Figma

Figjam

Google Suite

Duration

80hours

Problem

"In Search Of" (ISO) listings on e-commerce platforms, such as Poshmark, leads to cluttered search results, frustration among users seeking specific items, and inefficient browsing experiences. 

Users resort to makeshift methods like listing items with disclaimers or misleading prices, exacerbating the issue. This lack of an official categorization system results in valuable ISO listings being buried among listings for available items, hindering users' ability to find and fulfill their desired purchases effectively.

Opportunity

How might we eliminate clutter or reduce unnecessary search result listings so that users don’t feel overwhelmed or confused by misleading listings?

Key takeaways from user interviews (6 interviewees ages 27-51), I found that all of them found the Poshmark interface to be cluttered in some way and have had issues with search results. When asking them specifically about ISO listings, half of them expressed these posts to be misleading or confusing.

The Solution

Background

an "ISO Tag" system along with a corresponding filter, allowing users to categorize their listings as "In Search Of" when they're seeking specific items, distinct from listings offering items for sale. 

Poshmark is an e-commerce marketplace where users can buy and sell new and secondhand clothing, electronics, and other goods. The platform currently has over 80 million users, with over 200 million listings. From my own personal use, it seems that users on the platform focus on selling or buying clothing and accessories more than other items. When users list an item, there are many features and filters to categorize, making it easier for a potential buyer to search for it. However, there is an informal design path that users have created across many reseller websites for items they are looking for by labeling a listing as ISO instead of having an option to select or filter out those listings.

“Poshmark is more than just a shopping destination, it's a vibrant community powered by millions of sellers who not only sell their personal style, but also curate looks for their shoppers, creating one of the most connected shopping experiences in the world.” 

DISCOVER

Assumptions/risks

Goals

  • Identify any challenges or pain points users face using Poshmark and second hand ecommerce platforms.

  • Assess navigation and interaction patterns on Poshmark

  • Assess how effective and accurate users think the search function is and how accurate search results are.

  • Understand motivations for using second-hand platforms and reasons they would stop using them.

  • Analyze strengths and weaknesses of closest competitors and determine if there are gaps that could be addressed.

Interview Insights

Competitive Research

I assume that users will use this ISO feature for harder to find items that they are looking for after an initial search instead of solely using it for any item they are looking for.

2/6 users use Poshmark soley to browse

4/6 users go into Poshmark with a specific item/category in mind

6/6 would look over/ignore a listing initially due to quality of images posted 

  • Other reasons would be incorrect description/listing title, too high or too low pricing, looks like fast fashion, inactive seller, lack of free shipping

6/6 users report that Poshmark is cluttered in some way

  • A user stated that she does not want to browse because listing pages are too crowded and overwhelming for her.

  • 4/6 of the users find the homepage too cluttered and full of features they find to be irrelevant and don’t help them find what they’re actually there for.

6/6 users have issues with search results

  • Believe that this is a seller issue/lack of moderation from Poshmark when listings are posted because they are inaccurate.

  • Search does not behave as expected. Some users have used unconventional ways to filter items such as not using colors, misspelling items, not being too specific in their searches.

4/6 feel slight frustration/annoyance when they can’t find what they’re looking for

  • Most users will try to look on another website before giving up

  • The users that just go on to browse don’t feel inconvenienced when they can’t find anything.

4/6 users know what an ISO listing is

  • None of them have posted their own or have helped another user find what they’re looking for.

  • 2 users stated that they would be more inclined to use or interact with these types of listings if there was a feature that identified/separated them.

  • 3 users expressed that these posts are misleading or confusing

Because most second hand platforms don’t have a filter for ISO posts, I wanted to compare the search functionality and results across Poshmark’s direct competitors. Looking at them helped determine how well Poshmark’s current search features stack up against the competition and what could be improved. 

Platforms like thredUP and The RealReal offer more consistent and accurate search results because they have structured consignment processes and advanced filters. This helps users refine their search and find relevant items easily.

Depop and Mercari, which rely more on user-generated content, tend to have higher variability and clutter in search results due to inconsistent tagging and categorization.

Poshmark sits in between with fewer advanced filters, leading to some variability in search outcomes. To improve search accuracy, Poshmark could benefit from more filters and standardizing item categorization. 

Methods

  • Competitive analysis

  • User personas

  • User interviews

  • User journey map

  • Poshmark feature audit

DEFINE

User Journey Map

I mapped out a user journey using statements and feelings during initial interviews to visualize and display how users currently interact with Poshmark and their goals, needs, and emotions throughout use of the app. It allowed me to identify pain points and frictions areas that could give me ideas to improve and enhance the overall user experience and add a new feature.

User Persona

Task Flows

I wanted to make sure I covered all aspects of the ISO filter feature so that the user has the ability to filter out ISO listings, making search results less cluttered as well as creating their own listing and making an offer to another users’ listing. 

DEVELOP

Mid Fidelity Wireframes

UI Kit

Poshmark doesn’t have a detailed brand guideline document publicly available so I examined the existing design and adhered to the current design system as closely as possible. Below is a kit of elements I used for the initial prototype before testing and iterating. While I believe Poshmark could benefit from a redesign, I created components that felt like a natural extension of the brand.

High Fidelity wireframes

DELIVER

High Fidelity Prototype

Usability Testing

Pain Points & Solutions

I made a high fidelity prototype and conducted unmoderated usability testing via Maze. 13 participants were tested but a total of 10 completed both tasks and responded to all the questions. 


Objectives

  • Assess intuitiveness of new features

  • Observe user actions when trying to complete new tasks

  • Gather feedback and identify areas of improvement during any part of task execution

CONCLUSION

Areas to consider/next steps

What I Would Have Done Differently

What I learned

  1. Another round of testing after new iterations, preferably with users who are already familiar with Poshmark for more accurate, real-time feedback.

  2. Continue making the ISO feature stand out more and separate from native features so that it is attractive and noticeable to users, making it a feature that they are more likely to use unlike the ones they stated added to the clutter of the app. 

Unmoderated testing is not as accurate as I’d like or maybe I set up my test in a way where it was difficult and confusing for the users to complete a task. I feel like I can’t accurately assess what is wrong or what needs to be adjusted. In this case, I believe many of the testers have not used Poshmark in the past, so the misclick rate was higher because of lack of intuitiveness and familiarity with the app.

  • With moderated testing, the user is able to walk me through their thought process throughout the task and I can ensure that they have completed it, give me real-time feedback and immediately clarify any confusion, and I can ensure all parts of the prototype are tested. 

  • However, moderated testing takes more time and therefore less users can be tested. Additionally, testers could feel more pressure to do a task without error or have unnatural interactions with the prototype.

Designing within the constraints of a UI brand guideline makes it both easier and harder for me as the designer. Easier because I don’t have to make critical design decisions such as color, fonts, element sizing, etc. Harder because I wanted to stray away from the constraints because I wanted to redesign parts of the app and because I had to be very intentional with my decisions so the changes would be organic and enhance current user experience.