Industry
Ecommerce
Company
Wish
Timeframe
2021 - 2023
Role
Product Designer
Wish - Overview
As a Product Designer at Wish, I led design efforts across core merchant-facing systems—streamlining onboarding, enhancing verification flows, and supporting the redesign of infractions and dispute resolution. My focus was on reducing friction, building trust, and bringing clarity to every step of the seller journey, contributing to a more efficient and compliant global marketplace.
Let's get into the details
What did I do?
I led improvements to the verification flow and supported the redesign of infractions and dispute resolution to strengthen the overall Wish Merchant onboarding experience.
Who did I work with?
I collaborated closely with product managers, engineers, and compliance stakeholders to enhance the verification flow and support the redesign of infractions and dispute resolution processes.
What value did I add?
I contributed to transforming the Wish Merchant onboarding and compliance systems, achieving 100% merchant verification, a 73% increase in merchants listing products within 10 days, and raising Silver+ Seller Standards compliance from 4% to 45%.
Invitation Only
Project Summary
As part of the Invitation-Only onboarding initiative, I contributed to redesigning the Wish Merchant sign-up flow to address challenges caused by an overly frictionless system. Through strategy development, user research, and UX design, we introduced restrictions to improve quality control, implemented user surveys to better understand merchant motivations, and streamlined the verification process. These efforts led to a 73% increase in merchants listing within 10 days and a rise in Silver+ Seller Standards from 4% to 45%, while achieving 100% merchant verification.
Seller Profile Identity Verification
Project Summary
To strengthen platform integrity and reduce fraud, I helped redesign the Seller Profile Identity Verification and Onboarding process for Wish Merchants. We addressed the lack of verification in the legacy flow by introducing region-specific requirements, mandatory identity checks, and documentation standards tailored by user type. I focused on mapping inconsistent journeys, streamlining flows, and increasing friction in key moments to ensure trust. By requiring both sides of verifiable ID and aligning with legal standards like the INFORM Act and KYM protocols, we achieved 100% merchant verification and significantly improved onboarding security and compliance.
Infractions & Disuptes
Project Summary
I stepped into the Infractions & Disputes project mid-way to support the team during a colleague’s parental leave, guiding the remaining design phases through implementation. My focus was on improving the merchant experience by addressing key friction points and inconsistencies across Order, Listing, and Merchant dispute categories. Through targeted UX improvements, we delivered a more transparent, streamlined, and user-friendly resolution process—helping merchants navigate and resolve issues with greater ease and confidence.
