( 00-01 )
ABOUT THE PROJECT
This project focused on the development of Seller Center, an internal system created to be the access point for sellers on Ferreira Costa's B2B Marketplace. The customer service module was designed as a central customer service management tool, designed to offer a more fluid, accessible, and efficient experience for sellers using the platform.
This project is in line with the service model that promotes greater agility for contacts, similar to that adopted by Magalu Marketplace, where the seller's response is forwarded directly to the customer to ensure higher quality service.
( 00-02 )
CHALLENGES
Before the official launch of the marketplace, product leadership identified an important strategic issue: the customer service systems available on the market did not offer the robustness or clarity necessary for the operation. The clear goal was to build an intuitive, scalable system with added value for both sellers and Ferreira Costa's internal team, responsible for managing the marketplace. There was a need to ensure that contact with the customer would happen and that the person would not be left without a response, in addition to promoting agility, clarity, and humanization in customer service.
My Participation:
As Product Designer, I was responsible for structuring and leading the design process for the customer service module. My activities included:
* Developing a CSD Matrix (Certainties, Assumptions, and Doubts): This tool was crucial for organizing the team's knowledge and mapping critical points of investigation, ensuring a solid foundation for design decisions.
* Conducting validation sessions with consultant sellers: I worked directly with a group of hired sellers to ensure that the proposed solutions reflected operational reality and met their needs.
- Active collaboration in building the seller and internal team (seller manager) experience: I ensured that the journey was clear, integrated, and functional on both sides, both for the seller and for the team that manages the marketplace. The collaboration ensured that the essential “human warmth” in customer service was maintained.
( 00-03 )
IMPACT AND RESULTS
The designed and implemented service system offers a significantly improved experience for sellers on Ferreira Costa's B2B Marketplace, making it more fluid, accessible, and efficient. By resolving communication issues identified in previous systems, it adds value for both sellers and internal staff, consolidating trust in the brand and generating sales opportunities. The ability to respond quickly (within a deadline of up to two business days, as a reference) and in a humanized manner, with all relevant information, contributes to customer satisfaction and loyalty.
( 00-03 )
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