Product Vision
February, 2014
End Game
Lead Gen vs. Marketplace
Consequences of Lead Gen
Benefits of Marketplace
Competing for customer ownership with
buyers (e.g. Technollo promo emails)
Higher likelihood of repeat customers
Traffic quality exposure can lead to buyer
churn (aka poor send-in rate)
Traffic quality can affect uSell marketing
efficiency but doesn’t threaten buyers
Conservative bidding due to uncertainty
of cost per device
Rational bidding with upward pricing pressure
from natural competition
Clustering around popular products
Longer tail product catalog
Geared towards single transaction
customer experience
Convenience of experience increases with
each repeat transaction
Limited visibility into buyer-seller support
interactions
Quality buyer-seller interactions via on-site
messaging tools
Brand is diluted
Increased brand awareness drives word of
mouth / organic growth
“If you build it,
they will come back.”
“If you build it,
they will come back
and tell their friends.”
Best Match Offer Flow
– One combined describe and offers step where user sees best match
offer instantly
– Option is available to compare all offers, if user chooses to review
– Simplifies funnel and increases confidence in uSell’s best match
recommendation
NEAR TERM
Track Order page as transaction hub
– Quick order status check via transactional emails or uSell track order link
– By logging in, user can see full order history with contextual tips for current status,
(i.e. “You should check your mailbox for your free shipping kit.”)
– Customer and uSell support can always refer to track order page to resolve required
actions and requotes
– Consistent interaction across mobile and full-site experiences
NEAR TERM
uSell Account Features
User can login to access their uSell account
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To view Order History
Access details on specific order
Rate experience for each order
Manage notification preferences
Update account details such as address, email, password
Contact support about order issues
NEAR TERM
More convenient checkout
– User has option to checkout as guest or “Sign in for a quicker
checkout”
– Signing in pre-populates checkout form with customer’s
information from previous orders
– User can choose preferred shipping method, either prepaid kit or
label
– Opt into SMS notifications to stay up to date with order status
– Recently searched product offers provide shortcut to checkout
persistently across site
NEAR TERM
Word of Mouth / Organic Growth
– Mutual benefit referral system “Give
$10, get $10”
– Referral flow accessible outside of
account system so it can be
promoted across funnel,
transactional emails, and marketing
campaigns
– Share specific offer page – “Send
this offer to a friend”
– Reward users for sharing uSell by
increasing offer value
NEAR TERM
On-site correspondence system
– Sellers and buyers communicate via
messaging inbox within uSell account
– Customer contact info (i.e. email,
phone) no longer exposed to buyer
– uSell support can monitor
conversation threads and mediate /
escalate as needed
MEDIUM TERM
uSell-Managed Order Processing
Fulfilled by uSell program delegates product inspection and
order logistics to a central processor (NorAm International)
Value-add service for buyers who want to:
- Expand buying opportunities without additional overhead
- Focus on nurturing wholesale growth instead of managing operations
Improvements to customer experience:
- Eliminates USPS hiccups
- Faster inspection
- Standardizes requote procedures
MEDIUM TERM
uSell-Managed Order Processing
We’ll work with NorAm to build a new role of “Order Manager”
into the Platform. This user will act on behalf of buyers to:
– Update order statuses
– Requote devices as needed
– Prompt customers to take required actions
– Trigger payment to customer
Managed order processing can improve the requoting process:
– Standardize requote pricing
– Retain value for customers by routing wrong product cases to relevant
buyers
– Capture photos of received products during inspection
MEDIUM TERM
uSell-Managed Order Processing
With Fulfilled by uSell offers, customers will feel they are transacting
directly with uSell.
• Orders placed with uSell Offer are fulfilled and processed by uSell.
No mention of a buyer
• Buyers using uSell order processing compete on price, not service,
to be the “uSell Offer”
• Buyers can still outrank uSell Offer on best match if they
demonstrate superior service
• Customers rate uSell for these transactions
• uSell pays customer directly, and buyer pays uSell
MEDIUM TERM
Online Trade-in Partnerships
– Laptops added to Staples trade-in
NEAR TERM
– Future online trade-in deals (Chegg, RecycleBank, TigerDirect)
MEDIUM TERM
– Trade-in Business API:
• Technology that allows partners to self-produce custom tradein programs fit to their brand and UX
uSell In-Store
We’ll incubate an in-store concept via an inexpensive mall kiosk.
Get an instant quote and payment on the spot for your device!
– A uSell-trained representative
uses a point-of-sale interface:
• To find the device
• Get quote based on condition of
device and ESN status
– If customer accepts offer,
the rep:
• Scans the device as proof of
condition of the device
• Copies customer driver’s license
• Prints shipping label and packs
device for shipping
• Pays customer immediately via
PayPal or Visa Prepaid card
Todd
NEAR TERM
uSell In-Store Expands
– Franchise kiosk model to other malls
– Develop uSell inStore retail product to sell to other
store owners
– List local in-store offers on uSell.com
– Leverage case study for Staples in-store takeover
LONG TERM
More selling opportunities on uSell
Managed order processing will allow us to partner with buyers
that specialize in other verticals
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Laptops
Textbooks
Video Games
Gift Cards
New verticals
• Luxury Handbags
• Sunglasses
• Golf clubs
• Power Tools
• Sporting
LONG TERM
Paid-in Rate Drivers
With the new pricing model, uSell takes on the burden of send-in
rate, return rates, and requote, so increasing “paid-in rate” is
essential.
• Sweepstakes – Enter to win when you send in your device
• SMS notifications
• 2 condition grading with damaged qualifier to reduce the
occurrence of damaged requotes
• Experiments to reduce cases of iOS activation lock, Bad ESN,
and misidentified models
• Promo codes in final chase email
MEDIUM TERM
LONG TERM
Data Analytics
– Optimizing media spend
– Routine scraping of competitor pricing to inform trade-in
commission values
– DIY slice and dice querying tool for uSell team members
– Automated monitoring of buyer service (i.e. requote rates
compared to historical, time to inspect trends, time to
payment trends)
– Realtime monitoring of order mail statuses to detect
shipping issues
NEAR TERM
MEDIUM TERM
uSell Mobile Apps
– Push notifications for order status updates
– Subscribe to price change alerts on specific products
– Users prompted to download the app on order confirmation,
for easy order tracking
LONG TERM
Buyer Bidding & Sales Tools
– More platform features aimed at buyer engagement
and wholesale efficiency:
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SKU Tagging
Order processing API for larger buyers
Outbid notifications
Inventory sales management tools
Drop shipping rules
LONG TERM
uSell Dev / Labs
– Dev libraries developed created with specific use
cases in mind
• API / SDK to allow affiliated third parties to integrate uSell
into their own products / processes.
• Interactive ads / buttons “Sell on uSell” button
• uSell e-commerce cart plugin
– Internal creative initiatives like barcode scanning for
device identification, data visualizations etc.
LONG TERM
Roadmap
Google spreadsheet here
http://bit.ly/1nc3rwl