Mercari Europe – App Help Centre

Mercari Europe – App Help Centre

Mercari Europe – App Help Centre

Mercari is a customer to customer marketplace shopping app. Originally from Japan, it has recently launched in the UK.

We have helped develop the brand’s UK brand and design strategy, including a redesign of the in-app help centre. The previous version lacked hierarchy, its visual style didn’t fit with the existing app and the content wasn’t relevant for the UK-specific market.

We ran workshops with key stakeholders from Mercari’s Customer Service and Product teams to uncover the pain points that the existing help centre caused for internal operations as well as end user frustrations.

The new design now helps users to quickly self-serve any problems or questions, making it easier for them to find specific content for their needs within each help centre article. The new brand graphics we developed also complement the main content, giving users small positive moments at a time when they are in a anxious mindset.

Mercari is a customer to customer marketplace shopping app. Originally from Japan, it has recently launched in the UK.

We have helped develop the brand’s UK brand and design strategy, including a redesign of the in-app help centre. The previous version lacked hierarchy, its visual style didn’t fit with the existing app and the content wasn’t relevant for the UK-specific market.

We ran workshops with key stakeholders from Mercari’s Customer Service and Product teams to uncover the pain points that the existing help centre caused for internal operations as well as end user frustrations.

The new design now helps users to quickly self-serve any problems or questions, making it easier for them to find specific content for their needs within each help centre article. The new brand graphics we developed also complement the main content, giving users small positive moments at a time when they are in a anxious mindset.

Mercari is a customer to customer marketplace shopping app. Originally from Japan, it has recently launched in the UK.

We have helped develop the brand’s UK brand and design strategy, including a redesign of the in-app help centre. The previous version lacked hierarchy, its visual style didn’t fit with the existing app and the content wasn’t relevant for the UK-specific market.

We ran workshops with key stakeholders from Mercari’s Customer Service and Product teams to uncover the pain points that the existing help centre caused for internal operations as well as end user frustrations.

The new design now helps users to quickly self-serve any problems or questions, making it easier for them to find specific content for their needs within each help centre article. The new brand graphics we developed also complement the main content, giving users small positive moments at a time when they are in a anxious mindset.

Mercari is a customer to customer marketplace shopping app. Originally from Japan, it has recently launched in the UK.

We have helped develop the brand’s UK brand and design strategy, including a redesign of the in-app help centre. The previous version lacked hierarchy, its visual style didn’t fit with the existing app and the content wasn’t relevant for the UK-specific market.

We ran workshops with key stakeholders from Mercari’s Customer Service and Product teams to uncover the pain points that the existing help centre caused for internal operations as well as end user frustrations.

The new design now helps users to quickly self-serve any problems or questions, making it easier for them to find specific content for their needs within each help centre article. The new brand graphics we developed also complement the main content, giving users small positive moments at a time when they are in a anxious mindset.

Mercari is a customer to customer marketplace shopping app. Originally from Japan, it has recently launched in the UK.

We have helped develop the brand’s UK brand and design strategy, including a redesign of the in-app help centre. The previous version lacked hierarchy, its visual style didn’t fit with the existing app and the content wasn’t relevant for the UK-specific market.

We ran workshops with key stakeholders from Mercari’s Customer Service and Product teams to uncover the pain points that the existing help centre caused for internal operations as well as end user frustrations.

The new design now helps users to quickly self-serve any problems or questions, making it easier for them to find specific content for their needs within each help centre article. The new brand graphics we developed also complement the main content, giving users small positive moments at a time when they are in a anxious mindset.

What we did

What we did

What we did

Brand strategy
Design strategy
User interface design
User experience design
Product process development
Iconography
Stakeholder workshops

Brand strategy
Design strategy
User interface design
User experience design
Product process development
Iconography
Stakeholder workshops

Brand strategy
Design strategy
User interface design
User experience design
Product process development
Iconography
Stakeholder workshops

Brand strategy
Design strategy
User interface design
User experience design
Product process development
Iconography
Stakeholder workshops

Brand strategy
Design strategy
User interface design
User experience design
Product process development
Iconography
Stakeholder workshops

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Kazuya Kawashima
VP of Product, Mercari Europe

Kazuya Kawashima
VP of Product, Mercari Europe

“By developing the Help Centre design collaboratively with stakeholders across Customer Service and Product, Triple Double were able to create impact across the board for us.”

“By developing the Help Centre design collaboratively with stakeholders across Customer Service and Product, Triple Double were able to create impact across the board for us.”

triple double mercari europe testimonial image 2

Jemma Stacey
Senior Digital & Brand Marketing Manager, Mercari Europe

Jemma Stacey
Senior Digital & Brand Marketing Manager, Mercari Europe

“We now have consistency across our customer journeys. Triple Double unified a vision of our design, helping everyone understand its value. They always deliver – on time and on point.”

“We now have consistency across our customer journeys. Triple Double unified a vision of our design, helping everyone understand its value. They always deliver – on time and on point.”