Amazon • UX Design
Connecting Sellers and Buyers on the Go
My Role
Messaging and Customer Service
Status + Timeline
Shipped 2025
Platform
sellercentral.amazon.com
Overview
Sellers are limited to using their desktops to communicate with buyers, making it difficult to provide good customer service quickly and efficiently.
The solution has been launched to our global Seller base, demonstrating significant improvements in customer service efficiency metrics. The mobile-optimized experience allowed Sellers to respond to customers faster and more effectively than previously.
83K
unique Sellers based on 50% rollout
41%
improvement in page level ratings from 3.04 to 4.20 average
15K
decrease in buyer repeat contacts, reducing the likelihood of a repeat outreach from buyer
How might we enable Sellers to communicate with their customers on the go more easily?
Research
8 unmoderated interviews and prototype testing
Need for mobile-desktop integration: Sellers want to be able to easily switch between mobile and desktop use while they are working. The ability to quickly answer a message on their phone would help them get to customers faster.
Desire to prioritize by urgency of case: Inquiries from buyers can vary greatly, from a quick yes/no answer to processing a refund. Due to this, Sellers noted that it is important for them to prioritize their cases across various factors such as urgency to tackle on the go.
Design solution
Bringing parity and optimizing for mobile
Enabled Sellers to respond on the go by bringing parity across mobile and desktop apps, simplified messaging views, and optimized quick actions for easy prioritization.
Clear inbox folder organization
Dropping Sellers into cases that need responses
Quick actions and responses
Allowing Sellers to respond easier based on key actions
Simplified message composer
Providing Sellers with a streamlined view of their messages