Fiverr // Order Milestones

As average order prices increased, so did the risk for our buyers and sellers. Around 45% of revenue loss was attributed to high-priced order cancellations, indicating buyers were more hesitant to commit and purchase at these higher prices due to a possible lack of trust.

Project Goals

We wanted to provide our sellers the ability to break down higher priced custom offers and build trust with their customers. This would help buyers feel more confident on larger projects, increase conversion and ultimately reduce order cancellation.

Responsibilities

User Research, UX, UI

Understanding & Exploration

We started with conducting user interviews with sellers that had both high and standard prices set for their custom offers. The goal was to better understand how they created and priced their services and how project milestones would further help them out.

After meeting with team leads and technical stakeholders, I built out both the buyer and seller user flows across the offer creation, inbox and order pages based on our insights.

Concepts

Wireframes were created to understand how the new feature could fit into the existing framework when creating a custom offer. The idea was to keep it within the existing design so sellers could easily find it in a familiar context.

Designs

With the technical restraint of keeping within the current custom offer flow and modal, I had to incorporate the new milestones feature to sit inline with the existing ‘one delivery’ option. This meant giving sellers the option to toggle between creating a single delivery or a delivery with milestones.

*Milestone Custom Offer in Inbox - Seller Side*

*Milestone Custom Offer in Inbox - Buyer Side*

Seller’s Milestone Order States

Summary

Around 63% of all completed milestones were successful with less than 1% of manual cancellations, producing +$540K/month in GOA (+2% GOA) and an order average of $446.