About Mercado Libre
It is the largest e-commerce platform in Latin America. It operates in 18 countries, including Argentina, Brazil, Chile, Colombia, Mexico, Paraguay, Peru, Uruguay, and Venezuela. The goal is to democratize e-commerce and financial services.
The Problem
Until now, it was only possible to register a single pickup point in Mercado Libre’s system, meaning that sellers with multiple warehouses had to have their operations mediated by the company’s CX team. With the new update, the entire distribution chain is now integrated, allowing sellers to have better control over what happens in all their warehouses.
Team and Tools
UX Writer, Product Designer, and Development
Tool: Figma
Impact Mapping
First, we mapped the impacts on the automatic communications sent to sellers, who previously would only receive alerts about their single registered warehouse. Additionally, we identified the necessary adaptations for the front-end to help sellers understand that they can now configure multiple warehouses in our system.
Proposed Changes
Communications:
We started by updating the emails that previously only mentioned the term "your address" to accommodate two use cases: "for one warehouse" and "for more than one warehouse."
Similarly, we rewrote the automatic messages, incorporating the two use cases: "for one warehouse" and "for more than one warehouse."
Front-End Changes:
To ensure understanding of the change, we triggered a tooltip in our Performance Dashboard, indicating that the data displayed there corresponds to all the warehouses registered by the seller.
We also updated the support texts on pages, communicating that the configurations available there apply to all of the seller’s warehouses.
Moreover, on pages where the inclusion of more than one warehouse impacted the tool's logic, in addition to updating the support text, we also included a tooltip to clarify potential user doubts.
Along with the tooltip, we created a FAQ in the “Learn More” link, which explains the impacts of the update in detail.
Creation of a Filter:
In addition to content updates, we saw the need to create a new filter in some tools to provide clarity to the seller on which warehouses the displayed information referred to.
Here is the filter applied to the front-end:
Conclusion
With these changes, we were able to mitigate potential user doubts and make the experience of registering more than one warehouse smoother. Our efforts were combined with changes from other teams that also worked on the same initiative. The content presented here was implemented for a sample of sellers selected in Mexico, in Spanish.
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