Heuristic evaluation Carousell's buying and selling process

2. Selling Process.
Heuristic Evaluation

3. Step 1
Tap on the sell button
1

4. Step 2
Take a picture of the
product and select
images
2 After taking a picture
of the product, the
picture is not selected
automatically. User
has to select the
picture again.

5. Step 3
Select a product
category
3
Does not look like a
search bar.
Sometimes the
suggested category is
inaccurate.
The category -
electronics appeared
twice, which is
unnecessary.

6. During the usability test, some
users took awhile to choose a
suitable category as the listing is
very long, currently there are
about 35 products categories.
Some of the categories’ naming
convention are confusing, for
instance “electronics” and
“mobile & tablets” seem to be
related.

7. 4
Step 4
Select a sub-category
Again the naming
convention may be
confusing, for example
macbook charger can be
fall under both “computer
parts & accessories“ and
“electronics & gadgets”.

8. Step 5
Enter details
5
Mandatory fields’ highlight
is not obvious; based on
usability test, some users
are not able to find the
unfilled mandatory field,
therefore they are not able
to list the item.
The words are not readable.

9. The naming convention for
type of accessory is
confusing, for instance
macbook charger can be
listed under these
categories
• apple accessories
• cables & adapters
• mac accessories
Step 5.5
Select type of accessory

10. Step 6
List the item
6

11. Step 7
Choose to boost your
listing
7
Besides, based on the usability
test, most users weren’t sure
about “bump”.
After listing the item, some users
weren’t able to exit from this
screen as they can’t find the
close button.
• The position of the button is
located at the top left of the
screen, which is out of the
thumb zone.
• Weak colour contrast
(the button’s colour blends in
with the red background)

12. Step 8
Create the listing successfully

13. Other
Share you listings
Users expect promote listing
option will bring them to power
up your listing page , but this
option direct the users to share
their listing on social media
instead (see next slide).

14. As mentioned earlier, the
“promote listing” option
confuses the users.

17. Buying Process.
Heuristic Evaluation

18. Step 1
Search for the product
1
Based on the usability test,
most of the users use the
search function more than
browsing the product through
the category section.

19. Searched item are being
categorised in different
categories, therefore this might
be confusing for the users.
Step 2
Key in search keywords
2

20. Users noted that some of
the promoted listings are
unrelated to the item that
they are searching for.
Step 3
Browse items
3
Users scroll to browse
the product.

21. When the users sort the
product listings based on price
(low to high), users has to scroll
through the S$0 listings.

22. Unrelated products
showed up when searching
for specific item.

23. Step 4
View product details Users stated that some of the
product’s description is not
detailed.
4
User scroll to read the
product details

24. Step 5
Message seller
5
Users message the seller
to check availability.