Seller reviews are crucial for building trust in e-commerce, particularly for high-value items.
They provide buyers with insights into past experiences, helping them make informed decisions about the seller’s credibility. In turn, this incentivises sellers to maintain high service standards.
To maximise visibility, reviews were prominently displayed on all product pages and seller storefronts.
We gave the sellers the ability to request reviews from buyers on any sales they receive. A summary of the Seller Order Manager flow
is listed below.
Seller reviews are crucial for building trust in e-commerce, particularly for high-value items.
They provide buyers with insights into past experiences, helping them make informed decisions about the seller’s credibility. In turn, this incentivises sellers to maintain high service standards.
To maximise visibility, reviews were prominently displayed on all product pages and seller storefronts.
We gave the sellers the ability to request reviews from buyers on any sales they receive. A summary of the Seller Order Manager flow is listed below.
Seller reviews are crucial for building trust in e-commerce, particularly for high-value items.
They provide buyers with insights into past experiences, helping them make informed decisions about the seller’s credibility. In turn, this incentivises sellers to maintain high service standards.
To maximise visibility, reviews were prominently displayed on all product pages and seller storefronts.
seller reviews
seller reviews
169 Reviews
169 Reviews
No Reviews Yet
No Reviews Yet
4.9
4.9
We gave the sellers the ability to request reviews from buyers on any sales they receive. A summary of the Seller Order Manager flow is listed below.
Confirmation Modal
Confirmation Modal
Confirmation Modal
Order Manager Tile
Order Manager Tile
Request a Review Modal
CONFIRMATION Modal
building buyer confidence
building buyer confidence
learning outcomes
While we did improve key metrics, a considerable portion of sales continued to be taken offline. This underlined the ongoing challenge of bridging the gap between digital convenience and the traditional, relationship based nature of high-end purchasing. This was definitely evident as the average order value ranged from $2,000 to $3,000.
next case study
£94,000
NV 49 - 'Chieftain' lounge chair
By Finn Juhl
£94,000
NV 49 - 'Chieftain' lounge chair
By Finn Juhl
£94,000
NV 49 - 'Chieftain' lounge chair
By Finn Juhl
£13,700
FJ 49 - ‘Chieftain Chair’ in teak
By Finn Juhl
£13,700
FJ 49 - ‘Chieftain Chair’ in teak
By Finn Juhl
£13,700
FJ 49 - ‘Chieftain Chair’ in teak
By Finn Juhl
Selling antiques and high end design online can be challenging. Not only can these items be alarmingly expensive but items that look similar can have vastly different price points due to differences in provenance or historical significance.
These subtle differences can confuse buyers, making it difficult for them to assess value and build confidence in their purchasing decisions.
Selling antiques and high end design online can
be challenging. Not only can these items be alarmingly expensive but items that look similar can have vastly different price points due to differences in provenance or historical significance.
These subtle differences can confuse buyers, making it difficult for them to assess value and build confidence in their purchasing decisions.
THE PROBLEM
objective
The objective was to enhance buyer confidence by addressing two key factors: product originality and authenticity, and the perception of dealers, especially smaller businesses that buyers may not be familiar with.
The objective was to enhance buyer confidence by addressing two key factors: product originality and authenticity, and the perception of dealers, especially smaller businesses that buyers may not be familiar with.
research & key findings
After interviewing new and repeat buyers and conducting competitor research, we identified the need for trust signals and seller reviews. The goal was to offer clear, transparent information that would quickly help reassure the buyer.
After interviewing new and repeat buyers and conducting competitor research, we identified the need for trust signals and seller reviews. The goal was to offer clear, transparent information that would quickly help reassure the buyer.
A recurring concern among users was the security of their credit card information and personal data. Many expressed doubts about the checkout flow, questioning how secure it was and whether their details would be stored or shared. These insights were shared with the broader team to analyse drop-off points and explore improvements to the checkout process as a separate project.
A recurring concern among users was the security of their credit card information and personal data. Many expressed doubts about the checkout flow, questioning how secure it was and whether their details would be stored or shared. These insights were shared with the broader team to analyse drop-off points and explore improvements to the checkout process as a separate project.
trust signals
The following trust signals were implemented to reassure buyers of the legitimacy of the marketplace, the seller and the products. One key initiative was a seller grading system, awarding diamond level status based on engagement and performance on the platform. This not only built buyer confidence but also incentivised sellers to strive for higher status.
The following trust signals were implemented to reassure buyers of the legitimacy of the marketplace, the seller and the products. One key initiative was a seller grading system, awarding diamond level status based on engagement and performance on the platform. This not only built buyer confidence but also incentivised sellers to strive for higher status.
The 1stDibs Promise reassures buyers that all items are genuine and that sellers are pre-vetted. It also guarantees payment to sellers, ensuring they receive their funds even if a sale falls through.
A Vetted Seller is a new seller who meets 1stDibs' requirements, while a Recognised Seller belongs to the top tier of sellers.
The Diamond Icon is awarded to sellers who have achieved a high volume of positive reviews and maintain a rapid response time.
The Association Member Badge is displayed for sellers affiliated with recognised trade associations.
The 1stDibs Promise reassures buyers that all items are genuine and that sellers are pre-vetted. It also guarantees payment to sellers, ensuring they receive their funds even if a sale falls through.
A Vetted Seller is a new seller who meets 1stDibs' requirements, while a Recognised Seller belongs to the top tier of sellers.
The Diamond Icon is awarded to sellers who have achieved a high volume of positive reviews and maintain a rapid response time.
The Association Member Badge is displayed for sellers affiliated with recognised trade associations.
Vetted Seller
The 1stDibs Promise
Recognised Seller
association member
shipping options
Gold Seller
Platinum Seller
Diamond Seller
Discussions with sellers and trade buyers revealed strong support for using trade association logos, as they served as trusted third-party endorsements that could reassure buyers. However, this sparked significant internal debate, as displaying the logos risked buyers identifying sellers and taking transactions offline, bypassing 1stDibs entirely. Ultimately, the association logos were dismissed in favour of a more generic mark.
Discussions with sellers and trade buyers revealed strong support for using trade association logos, as they served as trusted third-party endorsements that could reassure buyers. However, this sparked significant internal debate, as displaying the logos risked buyers identifying sellers and taking transactions offline, bypassing 1stDibs entirely. Ultimately, the association logos were dismissed in favour of a more generic mark.
pricing guidance
pricing guidance
results & impact
After each phase was launched, we saw a positive response. While each element contributed to greater awareness and an improved buying experience, the impact was most evident when seller ratings were directly linked to response time and customer reviews.
4%
42%
29%
increase in GMV post-launch
increase in seller response time across all enquiries
higher engagement with seller reviews
Since my time at 1stDibs, they have introduced a price estimate feature that compares specific items to previously sold pieces. However, this isn’t available for all listings. I’d be really interested to know if sellers pushed back on this feature, as it could potentially price them out of a sale. Knowing that sellers prefer to list items without a price, I doubt they were fully on board with this initiative.
Since my time at 1stDibs, they have introduced a price estimate feature that compares specific items to previously sold pieces. However, this isn’t available for all listings. I’d be really interested to know if sellers pushed back on this feature, as it could potentially price them out of a sale. Knowing that sellers prefer to list items without a price, I doubt they were fully on board with this initiative.
After internal review and testing with several dealers, it became clear that the extended subject line was the most intuitive solution. We chose to use a single color for all statuses to maintain overall design consistency.
After internal review and testing with several dealers, it became clear that the extended subject line was the most intuitive solution. We chose to use a single color for all statuses to maintain overall design consistency.
After adding response times to product pages, we needed to educate sellers on the importance of replying to enquiries within the proven sweet spot of two hours. To support this, we explored how we could enhance the dealer message centre with additional UI.
After adding response times to product pages, we needed to educate sellers on the importance of replying to enquiries within the proven sweet spot of two hours. To support this, we explored how we could enhance the dealer message centre with additional UI.
seller response time
Option 1 - Count Up Timer
Option 2 - Hour Glass Icon
Option 3 - Extended Subject Line
building buyer confidence
results & impact
After each phase was launched, we saw a positive response. While each element contributed to greater awareness and an improved buying experience, the impact was most evident when seller ratings were directly linked to response time and customer reviews.
4%
42%
29%
increase in GMV post-launch
increase in seller response time across all enquiries
higher engagement with seller reviews
results & impact
After each phase was launched, we saw a positive response. While each element contributed to greater awareness and an improved buying experience, the impact was most evident when seller ratings were directly linked to response time and customer reviews.
4%
42%
29%
increase in GMV post-launch
increase in seller response time across all enquiries
higher engagement with seller reviews
learning outcomes
While we did improve key metrics, a considerable portion of sales continued to be taken offline. This underlined the ongoing challenge of bridging the gap between digital convenience and the traditional, relationship based nature of high-end purchasing. This was definitely evident as the average order value ranged from $2,000 to $3,000.
next case study
This reassures buyers that all items are genuine and that sellers are pre-vetted. It also guarantees payment to sellers, ensuring they receive their funds even if a sale falls through.
The 1stDibs Promise
Veted & Recognised Sellers
Shipping options
Association Member
Gold, platinum or diamon Seller
A Vetted Seller is a new seller who meets 1stDibs' requirements, while a Recognised Seller belongs to the top tier of sellers.
The Diamond Icon is awarded to sellers who have achieved a high volume of positive reviews and maintain a rapid response time.
The Association Member Badge is displayed for sellers affiliated with recognised trade associations.
Shipping options are set by individual sellers. From standard delivery to white glove shipping, sellers offer a range of services.
