Craigslist is losing market share due to its app's poor UX, costing the company over $400 million. A comprehensive UX redesign could help Craigslist regain its competitive edge.
Craigslist
Mobile
UX/UI Designer
Figma
Challenge
How might we help Craigslist users identify trustworthy listings and avoid scams?
Objective
Redesign Craigslist’s user interface to improve usability, increase user satisfaction, and ultimately reverse the decline in its user base.
Results
An improved, intuitive UI that addressed user pain points, increased user satisfaction
02.
Discovering pain points through extensive user research
In order to get user feedback, I asked a combination of those who have used the Craigslist app, I searched online forums, and searched review sites like TrustPilot to clearly understand what users were experiencing.
Common Pain Points
03.
Summary
Three core user needs emerged as the foundation for the design principles: safety, intuitive design, and simplicity. These pillars were derived directly from user feedback and became the guiding framework for every decision in our redesign process.
Safety First
A sense of security and trust should permeate every interaction.
Clear feedback mechanisms so users know their actions are registered and secure
Transparent data handling and privacy controls
Easy-to-find help resources and support options
Confirmation steps for critical actions
Clear error prevention and recovery
Intuitive Design
The interface should feel natural and predictable to users
Consistent patterns and behaviors across all screens
Familiar interaction patterns from common apps and platforms
Clear visual hierarchy and information architecture
Contextual cues and affordances that guide users
Logical grouping of related functions
Simplicity
Focus on essential features while reducing cognitive load:
Clean, uncluttered layouts with proper use of white space
Clear, concise labeling and instructions
Progressive disclosure of complex features
Reduced number of steps to complete key tasks
Elimination of unnecessary options and decorative elements
04.
I focused on a few areas such the navigation, categories and ways to build trust among users
Safety
To enhance safety, I incorporated seller information and ratings, along with a verification badge.
Intuitive Design
To improve intuitiveness, I designed a clean, simple navigation bar featuring tabs for the most frequently used sections, and included a personalized "For You" recommendations feed.
Simplicity
To ensure a clean and simple design, I utilized familiar and recognizable icons throughout the interface.
05.
06.
As this project progresses, there are several opportunities to refine and expand the design to better meet user needs and expectations. Here's a roadmap for the future steps.
Testing and Iteration
Use insights from testing to iterate and improve the user experience.
Conduct usability testing to gather real-world feedback on the designs.
Enhancing User Feedback
Incorporate a feedback widget directly into the app to allow users to easily share their thoughts and suggestions.
Defining Success Metrics
Establish clear success metrics to measure the impact of the redesign, such as:
Customer Satisfaction Score (CSAT)
Retention Rate
Engagement Levels
Customer Effort Score (CES)
Evaluating Features
Measure the effectiveness of the personalized "For You" feed to ensure it meets user expectations and drives engagement.
Exploring New Features
Investigate the potential of a message board where users can connect and befriend one another within the app.
Allow users to build out their profiles, adding a more personalized touch to their experience.
Explore the possibility of listing multiple prices or items in one post, with an option for sellers to mark specific items as sold while keeping others available.
Introduce Light/Dark Mode options for improved user comfort and customization.
Test the app with older demographics to ensure usability across all age groups.
Expand accessibility options, such as multilingual support or Voice UI, to make the app more inclusive.
Final Thoughts
By focusing on these areas, I aim to create a product that not only meets user needs but also evolves with them over time. This iterative approach ensures that the design remains user-centered, accessible, and adaptable as new challenges and opportunities arise.
User Satisfaction
60%
07.
