eBay — Redesigning the Seller Experience for Enterprise Commerce

Challenge

eBay's seller tools were built incrementally over two decades. Powerful but complex. Enterprise sellers managing thousands of listings were losing hours to workflow friction, and the mobile experience lagged far behind competitor platforms.

Approach

We redesigned key seller workflows from listing creation through payment reconciliation, focusing on reducing cognitive load for high-volume sellers. Every design decision was validated against real seller behavior data and tested with power sellers managing $1M+ annual GMV.

Results

Seller task completion rates improved 28% across redesigned workflows. Support tickets related to seller tools dropped 41%, and quarterly seller satisfaction scores reached their highest levels in three years.