By mapping key decision points to relevant metrics and providing ample context, we equip account managers with a useful tool to effectively identify widespread issues and take proactive measures.
Product design | User research | Prototyping
Product
Pearl violation handling
Skills
Product design
Interactive prototyping
User research & testing
Stakeholder management
My role
Product designer
Timeline
Q2 2024
What is Pearl?
All-in-one workspace for all TikTok Shop teams, providing various features including AM/CM CRM, product management, financial management, data, supply chain, etc.
Internal and external user
Regions
What is Violation handling?
In the realm of e-commerce and online marketplaces, account managers play a crucial role in maintaining the integrity and trust of the platform. When a seller violates these policies, it becomes the account manager's duty to address the issue effectively. Currently, AM receive notifications through the Pearl bot and access violation information via the Lark mini app or seller management.
However, data shows that creators and sellers consistently make the same mistakes, such as producing "low-quality" content, such as poor audio and lighting, blurry images.
" I feel TikTok isn't
providing enough
guidance and
support "
Findings from seller user interview conducted by user research team.
Based on feedback from the data and user research teams, we believe there are areas in the current account manager violation handling workflow that can be optimized.
Discovery
🤔️ What is the current flow?
" I noticed this violation before,
but I can't recall where I saw it,
and I'm having trouble finding it. "
We interviewed five account managers to gain a deeper understanding of the current violation handling workflow and to identify any pain points.
Actively or passive violation issues one by one on a daily basis
No easy way and habit to identify common patterns
Discovery
🤔️ What patterns they may looking for and how?
"I mainly check the timestamps; if similar violations occur multiple times within a week, it indicates an issue."
Problem
Increased Compliance Issues
AMs may miss emerging trends or recurring issues among sellers, leading to a higher frequency of compliance violations.
Ineffective Resource Allocation
Without data analysis, AMs may not prioritize their efforts effectively, wasting resources on issues that are not significant or urgent.
Define
Business goal
By offering tools for holistic analysis and a feedback loop for violation handling, we empower account managers to identify widespread issues and implement preventive measures, reducing compliance problems.
Design goals
How to help user effectively identify trends and recurring issues?
How can we help users develop the habit of analyzing data?
Success metrics
Metric 1
Metric 2
Goal breakdown
What kind of metric is needed?
Identify key questions from AMs at each stage of the violation handling process and map them to relevant metrics that can effectively address those questions.
Metrics for Overview of Violation State
Offer a view of violations, helping AMs assess their severity and frequency.
Metrics on Seller Reactions to Violations
Give AMs insights into sellers' behaviors and responses to violations, improving support strategies.
Metrics for Prioritization
Enable AMs to prioritize effectively, addressing the most critical issues needing attention.
How can we improve data consumption efficiency?
What data captures users' attention the most?
Two extremes are more likely to capture users attention.
Information hierarchy map to different design elements.
Information hierarchy map to different design elements.
How can we improve data consumption efficiency?
What does an ideal P0 look like for a violation?
Intersection of four elements
Highest GMV seller / Highest violation point / Largest portion / Easiest to resolve
Goal #2
Stratgey
The key touch point in the current workflow
Ensuring that the violation analysis integrates smoothly with the current issue-handling flow is essential to minimize disruption to their workflow.
Selected metrics
Metrics on Seller Reactions to Violations
Give AMs insights into sellers' behaviors and responses to violations, improving support strategies.
Resolution
By identifying similar issues simultaneously and enabling bulk resolution, we can significantly enhance the efficiency of the AM's violation handling process.
Before
After
Measure the impect
"Is my seller doing better since last contact?"
of the AM's time is spent communicating with sellers about violations.
Pain point
However, there is often no clear feedback on whether my seller education efforts have been effective.
Solution
Mark the time when the email is sent to help users compare the data before and after sending.
Result
