About
Work
Contact

Prime Video

Improving partner tooling for self-service management

Timeline
Contribution

About

Overview

Areas of Ownership

Explore Marketplace

This included the Explore storefront, search, filters and detail pages.

Pre-Session

Helping customers get ready for their livestream with a dedicated detail page.

In-Session

Entering into a livestream via mobile device browser from the detail page.

Post-Session

Storing customers photos and purchased items after their live session.

Problems

Customer Survey

From a launch survey, 78% of customers would "love to experience this. with friends and family"

Price

Private experiences have also come at a premium price, making them too expensive for customers (62% of responses).

Seller Growth

The 1:1 nature of Explore has also restricted seller growth

Why?

1. Low Conversion on Mobile

Conversion on mobile was .56% compared to 1.71% on Desktop. A key reason is not being able to consume experiences on mobile devices.

2. Traffic

76%+ of all Explore traffic came from mobile (mWeb and mShop).

3. Post-session survey

58% of survey respondents indicated they would like to consume experiences on a mobile device.

Understanding the problem

1. LEARN
Find out how customers use and interact virtually

Seeing the both the issues and stresses related to virtual dating will help provide insight into problems and possible solutions.

2. DEFINE
Understanding target market

This will help find what motivates and frustrates users. By identifying the target market will help to better understand and deliver a tool to fill users needs.

3. DESIGN
Building a solution

From our findings we can start to evaluate and build a product to fill those needs.

4. TEST
Validating the designs

Determining the success of the tasks that will include defining certain metrics(KPIs).

Success Criteria

There will be two key criteria to measure the success of this feature.

1+

Successful completion of more than one session on mobile.

4.5

Achieving a T4W CSAT of 4.5 in 3 months post launch.

Defining Goals

Measuring our success with group experiences

50%

Price reduction for experiences.

+150

Additional group experience

+280bps

Increase in traffic and booked sessions

80nps

Enhanced customer experience

The Journey

I will take you through my design process for:
1. Detail Pages
2. In-Session Experience:
  • Desktop (customer)
  • App (host)

Issues

Limitations for mobile consumption.

Amazon App (mShop)

  • Cannot launch an Explore experience directly from the Amazon App (mShop).
  • Cannot link directly to outside browser or give direct content redirecting customer from browser to mShop (legal).

Supported Devices

  • Operating Systems Supported - iOS & Android.
  • Browsers Supported - Chrome and Safari.
  • Tablet Models and Makes Supported (future).

Results

Revisiting the success metrics

+6

Successful completion of six sessions mobile during testing.

4.7

Achieved a T4W CSAT of 4.7 post launch.

Results

Revisiting the success metrics

-67%

Goal: -50%
Average list price of $16.58.

+203

Goal: +150%
Additional group experiences added.

+38bps

Goal: +28bps
Increase in traffic and booked sessions

86 NPS

Goal: +150%
Enhanced customer experience