Helon Lee
BULQ App
Onboarding
Experience
Up to this point, resellers have embraced the revolutionary way of sourcing name brand liquidation and wholesale goods on BULQ.com.
As our BULQ Community grows, we are committed to meet our reseller’s sourcing needs by ensuring our services cater to their criteria for success.
Source Smarter,
Sell Better.
Context
As our reseller community grows, the challenge lies in scaling and personalizing the onboarding experience to meet the diverse needs of resellers, ensuring that both new and experienced users can easily navigate the platform, access relevant resources, and integrate into the BULQ ecosystem without friction, while maintaining high levels of engagement and satisfaction.
Objective
Create an optimized, engaging onboarding experience for resellers to fully understand the platform’s capabilities, and supports a seamless transition into the BULQ ecosystem.
DURATION
6 Weeks
MY ROLE
Product (UX/UI) Designer
01 /
Discovery
Our mantra is “Source On-the-Go.”
Despite our efforts to prove technological superiority over competitors with our current solution, we face challenges in building lasting online advocates due to customer misconceptions and mistrust in our offerings.
User Personas
Empathizing with our target demographic
is crucial for understanding the reselling business and what drives it.
In order to gain a deep understanding the intricacies, we explored both digital and physical aspects of their operations—which led to valuable insights into their challenges and opportunities.
This information was compiled into concise one-pagers for easy distribution across the organization.
A Day In the Life of a Reseller
Here's a look at what that looks like.
Key Communication Objectives
After conducting extensive user interviews and researching user pain points, we collaboratively generated ideas to establish trust with our users. The following aspects are essential for achieving this:
01.
We care about our customers and their businesses
and want to create sustainable partnerships with them
02.
We are real people
(rather than website robots)
Identifying Trust Indicators
Whether you’re pursuing a part-time endeavor, diving into a full-time hustle, or exploring options in between, we realized the importance of demonstrating flexibility in wining over our customer’s support.
02 /
Defining Our Goals
Elevate BULQ user satisfaction and engagement by offering expertly guided access to advanced platform features catering to individual sourcing requirements.
My Contribution
Creative Direction
Wireframes
UX/UI Design​
Concept Prototype
Below are early wireframe sketches depicting various user activities when conceptualizing a more personalize and flexible sourcing experience:
Throughout the wireframe process, I maintained a strong focus on user needs and preferences, continuously refining our functionality to ensure resonance with our audience.
Cross-Team Collaboration
Early on in the process, I worked closely with various stakeholders—including marketing managers, developers, and product managers to foster open communication.
By facilitating brainstorming sessions with the Tech and Product team members during the design phase, I was able to get direct feedback that allow me to propose a solution aligned with the company's resources, capabilities, and the technical constraints of iOS and Android platforms.
Our collaborative efforts built trust and enabled us to communicate technical capabilities and limitations effectively and openly. This approach prevented setting unrealistic goals and empowered us to make informed decisions, ultimately reducing the need for re-work.
Concept Development
Simplicity, Guidance, and Excitement.
Our primary objectives in our new BULQ customer experience revolve around three key aspects. Firstly, we aim to offer an intuitive user interface, designed to make the sourcing of inventory a seamless and straightforward process.
Secondly, we are dedicated to providing step-by-step guidance, ensuring our customers navigate the inventory sourcing journey with ease. Ultimately, our goal is to foster a strong sense of confidence and optimism in their sourcing endeavors.
Upon launching the app for the first time,
users are welcomed by this initial screen, where they have the choice to either create a new account or log in using their existing credentials.
Step 1
Select your path
We recognize that becoming a reseller can be daunting, with many aspects to consider. Let us know your motivations, and we'll tailor our products and services to match your profile.
Rest assured, you can make changes later as you navigate your reselling journey through our app.
Step 2
Tell us about you
New to BULQ? Or unsure where to start? Don’t worry, we’ve got you covered. I’ve decided to keep it conversational—short and sweet.
Step 3
Set Budget & Category Preferences
We set ourselves apart from competitors by offering you the power to fine-tune your sourcing preferences with precise category and subtype options.
BULQ is an indispensable tool for your sourcing needs
By selecting 'Computer & Office,' you will now see more relevant matches over time. This increased exposure led to higher click-through rates and often results in repeat purchases.
If our suggestions don’t fit your criteria, contextualized reminders can help you find more lots and get back on track for your sourcing needs.
Each BULQ customer currently holds a
lifetime value of over $2000
​​Naturally, our primary objective is to convert more leads into customers, aiming to maximize their lifetime value and foster long-term relationships.​
​
Results & Impact
With our onboarding experience, we are able to:
​
1) Capture $300,000+ in sales in the first 6 months.
2) Deliver Case and Pallet inventory that is customized to meet each customer’s unique requirements. By doing so, we can provide a more personalized experience for our customers.
3) Collect and leverage integrated customer data to provide smarter suggestions in the future. By utilizing this data, we offer even more tailored recommendations that delight users and drive higher engagement.
4) Launched Knowledge Center to engage resellers of any level of expertise, empowering them with education and inspiration. This fosters a strong sense of loyalty, trust, and advocacy towards the BULQ brand.
​
After receiving their BULQ inventory, customers often capture and share photos of their exciting finds through social media.
