eBay is one of the most active websites on the internet, with approximately 260
million registered users. New users are constantly going through the registration
process, and each successfully registered user means a valuable new customer
for eBay, so naturally eBay constantly examines their registration process
to see if there's anything that can be done to increase the number of users
who successfully register.
My role on this project was holistic, from planning and gathering research to
launching the designs on eBay's web sites throughout the world. The result,
according to post-launch analysis, was a marked improvement in registration
Another interesting point about this project was its use of a component-based
design system which was the first of its kind at eBay. This ensured that
the designs adhered to eBay's internally established standards and, where
necessary, established new standards for others to use.
Here is a summary of the major changes that were made:
To communicate internally the observations and recommendations, we created a
large printout that illustrated the entire registration process and the
points at which users were leaving the flow or encountering difficulties.