User Experience of Shipping in the Online Second-Hand Market : Bridging the Gap Between B2C and C2C

Sammanfattning: The user experience of online shopping for clothes vastly differs if the purchase is from a person (C2C) or from a company (B2C). B2C shopping features highly automated systems that make for smooth experiences for payment and shipping. C2C second-hand marketplaces traditionally act as mediators and merely provide their users with a chat to communicate with each other. Payment and delivery of the item are left for the seller and the buyer to handle themselves, a process with a lot of user experience friction. Too much friction can make a user refrain from the purchase and buy new items from a company instead of second-hand ones from a person. Improving the user experience of customer to customer shopping can make more people buy used clothes and contribute to a more sustainable fashion industry. This thesis suggests how a system for shipping can be implemented in an online marketplace to make it feel more like B2C for the buyer. Conducted user research showed what the users prioritize in a shipping alternative. An interface was designed that adds automated systems for the delivery process and removes the need for communication with the other party of the purchase. The thesis shows that it is possible to design a C2C marketplace that provides the buyer with information about the shipping, handles the payment for it, and orders the shipment from a freight company. The experience is not only improved for the buyer but also for the seller, which increases the chance of the seller wanting to list their clothes on the platform.