2023
2023
UX STRATEGY / web & app design
UX STRATEGY / web & app design
Imbuing exploration:
Imbuing exploration:
Imbuing exploration:
Supercharging personalization for Kijiji through the provision of autonomy.
Supercharging personalization for Kijiji through the provision of autonomy.
Supercharging personalization for Kijiji through the provision of autonomy.
SETTING THE STAGE
SETTING THE STAGE
Mechanizing hyper-personalization as a catalyst for conversion has resulted in an unprecedented degree of ownership over digital products, predicated upon a certain value proposition: zero & first-party data in exchange for adaptable interfaces that "filter out the fluff".
Mechanizing hyper-personalization as a catalyst for conversion has resulted in an unprecedented degree of ownership over digital products, predicated upon a certain value proposition: zero & first-party data in exchange for adaptable interfaces that "filter out the fluff".
While rearchitecting Kijiji's preference management ecosystem, our team positioned personalization as a tenet toward maximizing cross-channel utility and identifying power features that streamline core actions for advanced users.
While rearchitecting Kijiji's preference management ecosystem, our team positioned personalization as a tenet toward maximizing cross-channel utility and identifying power features that streamline core actions for advanced users.
Mechanizing hyper-personalization as a catalyst for conversion has resulted in an unprecedented degree of ownership over digital products, predicated upon a certain value proposition: zero & first-party data in exchange for adaptable interfaces that "filter out the fluff".
While rearchitecting Kijiji's preference management ecosystem, our team positioned personalization as a tenet toward maximizing cross-channel utility and identifying power features that streamline core actions for advanced users.
2023-2024
UX STRATEGY & DESIGN
01
Discovery
Discovery
02
Definition
Definition
03
Implementation
Implementation
04
OUTCOMES
OUTCOMES
DISCOVERY:
THE ISSUE AT HAND
Kijiji reported a 12% decline YoY in new listing traffic and 7.7% decline YoY in total platform use as of Q4 2022, attributed to a lack of 1-1 relevancy across broadcast channels, stemming from discrepancies in implicit data collection.Preliminary stakeholder interviews were conducted with Kijiji's Product team to surface friction points responsible for limiting reach across key permissions flows.
Cross-Channel Disparity
Preference setting options are inconsistent across bretween web, app and email, without an established single source of truth.
Siloed Email Permissions
Email communication preferences are only accessible via unsubscribe links in marketing emails, reducing reach for key opt-in categories.
Disjointed Control Hubs
Kijiji and Kijiji Auto's preference centres currently operate as independent systems, doubling user effort required to adjust notification preferences.
Kijiji reported a 12% decline YoY in new listing traffic and 7.7% decline YoY in total platform use as of Q4 2022, attributed to a lack of 1-1 relevancy across broadcast channels, stemming from discrepancies in implicit data collection. Preliminary stakeholder interviews were conducted with Kijiji's Product team to surface friction points responsible for limiting reach across key permissions flows.
DISCOVERY:
THE ISSUE AT HAND
Cross-Channel Disparity
Preference setting options are inconsistent across bretween web, app and email, without an established single source of truth.
Cross-Channel Disparity
Preference setting options are inconsistent across bretween web, app and email, without an established single source of truth.
Siloed Email Permissions
Email communication preferences are only accessible via unsubscribe links in marketing emails, reducing reach for key opt-in categories.
Siloed Email Permissions
Email communication preferences are only accessible via unsubscribe links in marketing emails, reducing reach for key opt-in categories.
Disjointed Control Hubs
Kijiji and Kijiji Auto's preference centres currently operate as independent systems, doubling user effort required to adjust notification preferences.
Disjointed Control Hubs
Kijiji and Kijiji Auto's preference centres currently operate as independent systems, doubling user effort required to adjust notification preferences.
DISCOVERY:
MIND THE GAP
Stakeholder insights informed the following success parameters in place for a competitive review and gap analysis of key market players.
Task Support
Does the brand serve the user via optimized channels to streamline key actions and reduce barriers to conversion?
Data Collection
Are data frameworks best serving the business and user by only collecting what's necessary, ethically and efficiently?
Brand Expression
Does brand personality permeate across channels, to encourage a holistic experience and garner consumer trust?
Contextual relevancy through granular control of preferences
Facebook offers the ability to tailor contact strategy both by content type and delivery channel, mitigating notification fatigue.
Layered control mechanisms create operational shortcuts.
Clearly communicated binary changes of state
Whereas both radio button and checkbox selections are traditionally appended with additional confirmation interactions, toggles offer a streamlined, always-on approach to content management that operates at the speed of consumption.
Layered control mechanisms create operational shortcuts.
Contextual relevancy through granular control of preferences
Facebook offers the ability to tailor contact strategy both by content type and delivery channel, mitigating notification fatigue.
Clearly communicated binary changes of state
Whereas both radio button and checkbox selections are traditionally appended with additional confirmation interactions, toggles offer a streamlined, always-on approach to content management that operates at the speed of consumption.
DISCOVERY:
MIND THE GAP
Stakeholder insights informed the following success parameters in place for a competitive review and gap analysis of key market players.
Task Support
Does the brand serve the user via optimized channels to streamline key actions and reduce barriers to conversion?
Task Support
Does the brand serve the user via optimized channels to streamline key actions and reduce barriers to conversion?
Data Collection
Are data frameworks best serving the business and user by only collecting what's necessary, ethically and efficiently?
Data Collection
Are data frameworks best serving the business and user by only collecting what's necessary, ethically and efficiently?
Brand Expression
Does brand personality permeate across channels, to encourage a holistic experience and garner consumer trust?
Brand Expression
Does brand personality permeate across channels, to encourage a holistic experience and garner consumer trust?
DISCOVERY:
THE ISSUE AT HAND
Kijiji reported a 12% decline YoY in new listing traffic and 7.7% decline YoY in total platform use as of Q4 2022, attributed to a lack of 1-1 relevancy across broadcast channels, stemming from discrepancies in implicit data collection.Preliminary stakeholder interviews were conducted with Kijiji's Product team to surface friction points responsible for limiting reach across key permissions flows.
Cross-Channel Disparity
Preference setting options are inconsistent across bretween web, app and email, without an established single source of truth.
Cross-Channel Disparity
Preference setting options are inconsistent across bretween web, app and email, without an established single source of truth.
Siloed Email Permissions
Email communication preferences are only accessible via unsubscribe links in marketing emails, reducing reach for key opt-in categories.
Siloed Email Permissions
Email communication preferences are only accessible via unsubscribe links in marketing emails, reducing reach for key opt-in categories.
Disjointed Control Hubs
Kijiji and Kijiji Auto's preference centres currently operate as independent systems, doubling user effort required to adjust notification preferences.
Disjointed Control Hubs
Kijiji and Kijiji Auto's preference centres currently operate as independent systems, doubling user effort required to adjust notification preferences.
01
Discovery
02
Definition
03
Implementation
04
OUTCOMES
DISCOVERY:
MIND THE GAP
Stakeholder insights informed the following success parameters in place for a competitive review and gap analysis of key market players.
Task Support
Does the brand serve the user via optimized channels to streamline key actions and reduce barriers to conversion?
Task Support
Does the brand serve the user via optimized channels to streamline key actions and reduce barriers to conversion?
Data Collection
Are data frameworks best serving the business and user by only collecting what's necessary, ethically and efficiently?
Data Collection
Are data frameworks best serving the business and user by only collecting what's necessary, ethically and efficiently?
Brand Expression
Does brand personality permeate across channels, to encourage a holistic experience and garner consumer trust?
Brand Expression
Does brand personality permeate across channels, to encourage a holistic experience and garner consumer trust?
Contextual relevancy through granular control
Facebook offers the ability to tailor contact strategy both by content type and delivery channel, mitigating notification fatigue.
Clearly communicated binary changes of state
Whereas both radio button and checkbox selections are traditionally appended with additional confirmation interactions, toggles offer a streamlined, always-on approach to content management that operates at the speed of consumption.
Layered control
mechanisms breed operational shortcuts.
DEFINITION
PIECING IT ALL TOGETHER
With consumers left feeling disoriented from a currently disjointed preference management system, we concluded data synthesis with the intention of answering the following.
1
2
DEFINITION
PIECING IT ALL TOGETHER
With consumers left feeling disoriented from a currently disjointed preference management system, we concluded data synthesis with the intention of answering the following.
1
2
QUESTION
How might we?
Offer users increased granular control over their experiences while maintaining ease of use?
1
2
QUESTION
How might we...
Offer users increased granular control over their experiences while maintaining ease of use?
1
2
QUESTION
How might we?
Offer users increased granular control over their experiences while maintaining ease of use?
1
2
QUESTION
How might we?
Position increased data capture as a value exchange for more personalized experiences?
1
2
QUESTION
How might we...
Position increased data capture as a value exchange for more personalized experiences?
1
2
QUESTION
How might we?
Position increased data capture as a value exchange for more personalized experiences?
1
2
QUESTION
How might we?
Harness zero/first-party data to serve up an increasingly malleable system that operates at the speed of user interest?
1
2
QUESTION
How might we...
Harness zero/first-party data to serve up an increasingly malleable system that operates at the speed of user interest?
1
2
QUESTION
How might we?
Harness zero/first-party data to serve up an increasingly malleable system that operates at the speed of user interest?
1
2
QUESTION
How might we?
Offer users more streamlined review and control over cross-channel preferences through a centralized "hub"?
1
2
QUESTION
How might we...
Offer users more streamlined review and control over cross-channel preferences through a centralized "hub"?
1
2
QUESTION
How might we?
Offer users more streamlined review and control over cross-channel preferences through a centralized "hub"?
1
2
SOLUTION
Enriched ManagementAt Ground Level
Kijiji users require a more deeply embedded preference management network that supports task-level content customization, fuelling relevancy of 1:1 communications.
1
2
SOLUTION
Enriched ManagementAt Ground Level
Kijiji users require a more deeply embedded preference management network that supports task-level content customization, fuelling relevancy of 1:1 communications.
1
2
SOLUTION
Enriched ManagementAt Ground Level
Kijiji users require a more deeply embedded preference management network that supports task-level content customization, fuelling relevancy of 1:1 communications.
1
2
SOLUTION
Unifying Function, Supercharging Control
Users of peer-to-peer marketplaces are task-focused; requiring malleable systems that seamlessly align with quickly shifting needs. Architecting a stratified, omni-channel preference framework that emanates from a central hub will maximize system visibility to empower ownership.
1
2
SOLUTION
Unifying Function, Supercharging Control
Users of peer-to-peer marketplaces are task-focused; requiring malleable systems that seamlessly align with quickly shifting needs. Architecting a stratified, omni-channel preference framework that emanates from a central hub will maximize system visibility to empower ownership.
1
2
SOLUTION
Unifying Function, Supercharging Control
Users of peer-to-peer marketplaces are task-focused; requiring malleable systems that seamlessly align with quickly shifting needs. Architecting a stratified, omni-channel preference framework that emanates from a central hub will maximize system visibility to empower ownership.
1
2
ENTER A TASK
PIECING IT ALL TOGETHER
With consumers left feeling disoriented from a currently disjointed preference management system, we concluded data synthesis with the intention of answering the following.
1
2
ENTER A TASK
PIECING IT ALL TOGETHER
With consumers left feeling disoriented from a currently disjointed preference management system, we concluded data synthesis with the intention of answering the following.
1
2
01
Discovery
02
Definition
03
Implementation
04
OUTCOMES
IMPLEMENTATION: ONBOARDING
IMPLEMENTATION: ONBOARDING
IMPLEMENTATION: ONBOARDING
Kijiji's reimagined sequential onboarding journey encourages transparent data collection by contextualizing the intended use of required submission fields.
Progressive profiling prompts instil ownership of content from the outset, strategically capturing explicit data to serve as a springboard for tailoring subsequent interactions.
A reimagined sequential onboarding journey encourages transparent data collection by contextualizing the intended use of required submission fields.
Progressive profiling prompts instil ownership of content from the outset, strategically capturing explicit data to serve as a springboard for tailoring subsequent interactions.
Kijiji's reimagined sequential onboarding journey encourages transparent data collection by contextualizing the intended use of required submission fields.
Progressive profiling prompts instil ownership of content from the outset, strategically capturing explicit data to serve as a springboard for tailoring subsequent interactions.
IMPLEMENTATION: PREFERENCE CENTRE
IMPLEMENTATION:
PREFERENCE CENTRE
IMPLEMENTATION: PREFERENCE CENTRE
As part of a redefined contact strategy, a unified preference centre serves a more holistic view of preference configurations across all delivery channels, providing at-a-glance accessibility to deeper, drill-down categories.
Additional affordances to opt-down (adjusting frequency and opt-out by channel) reduce churn and impart contextual relevance by offering increased ownership of content, alleviating notification fatigue.
A redefined contact strategy offers users a more holistic overview of preference configurations across delivery channels at a glance, maximizing discoverability of drill-down categories.
This ensures that users only receive notifications that matter to them, making their overall experience more pleasant and reducing notification fatigue.
A redefined contact strategy offers users a more holistic overview of preference configurations across delivery channels at a glance, maximizing discoverability of drill-down categories. This ensures that users only receive notifications that matter to them, making their overall experience more pleasant and reducing "notification fatigue.
IMPLEMENTATION: TASK-LEVEL CONTENT AUTONOMY
IMPLEMENTATION:
TASK-LEVEL AUTONOMY
IMPLEMENTATION: TASK-LEVEL CONTENT AUTONOMY
Embedding enhanced granular control over temporary, task-level interactions fosters a flexible and adaptive system that seamlessly responds to users' evolving priorities.
By empowering users to fine-tune preferences in context, Kijiji is able to capture nuanced behavioural data at the ground floor, providing richer insights that drive relevancy through subsequent 1:1 communications.
Embedding enhanced granular control over temporary, task-level interactions fosters a flexible and adaptive system that seamlessly responds to users' evolving priorities.
By empowering users to fine-tune preferences in context, Kijiji is able to capture nuanced behavioural data at the ground floor, providing richer insights that drive relevancy through subsequent 1:1 communications.
Embedding enhanced granular control over temporary, task-level interactions fosters a flexible and adaptive system that seamlessly responds to users' evolving priorities.
By empowering users to fine-tune preferences in context, Kijiji is able to capture nuanced behavioural data at the ground floor, providing richer insights that drive relevancy through subsequent 1:1 communications.
01
Discovery
02
Definition
03
Implementation
04
OUTCOMES
OUTCOMES:
POST-LAUNCH REPORTING
As Kijiji rolls begins to develop and implement its revitalized preference framework, we will issue readers with analytical reporting data as it becomes available.
OUTCOMES:
POST-LAUNCH REPORTING
As Kijiji rolls out its revitalized preference framework, we’ll provide readers with insights into key performance indicators and analytical reporting as it becomes available.
OUTCOMES:
POST-LAUNCH REPORTING
As Kijiji rolls begins to develop and implement its revitalized preference framework, we will issue readers with analytical reporting data as it becomes available.
Stay tuned!
01
Discovery
02
Definition
03
Implementation
04
OUTCOMES
01
Discovery
02
Definition
03
Implementation
04
OUTCOMES
01
Discovery
02
Definition
03
Implementation
04
OUTCOMES
02
DEFINITION
02
DEFINITION
03
IMPLEMENTATION
03
IMPLEMENTATION
04
OUTCOMES
04
OUTCOMES
01
DISCOVERY
01
DISCOVERY
02
DEFINITION
02
DEFINITION
03
IMPLEMENTATION
03
IMPLEMENTATION
04
OUTCOMES
04
OUTCOMES
02
DEFINITION
03
IMPLEMENTATION
03
IMPLEMENTATION
04
OUTCOMES
04
OUTCOMES
02
DEFINITION
03
IMPLEMENTATION
04
OUTCOMES
04
OUTCOMES