Daraz UX Case Study

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Google Forms <forms-receipts-noreply@google.com> Tue, Nov 1, 2022 at 2:36 PM

To: muhammadmubashiraliyt@gmail.com

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Daraz UX Case Study

Daraz Group is owned by a major Chinese retail and online retailer supplying more than 15
million clients through Alibaba every month in Pakistan, Bangladesh, and Nepal, Sri Lanka and
Myanmar.

We are currently working on a Daraz Case Study where we are trying to figure out the probelms
that the users are facing and improve the overall user experience and the user interface.

We found some secondary data through quantitative research but now we are looking for a
primary data from surveys from actual users and based on that we will decide the possible
problem statement and possible solutions.

The purpose of this case study is to figure out all the problems that the customers are facing
while shopping on daraz. 

The problems that we see identified on Daraz Currently are as follows:

🛑 User’s gets confused by seeing too much information on the website.

🛑 The user sees no information regarding the seller authenticity because no address, phone or
🛑 The sellers don’t use authentic pictures of the products e.g (they take it from internet) and
chat option is directly available to get in touch with them.

🛑 The user sees irrelevant information while searching for a specific product.
hence you see similar images of the product on different seller profiles.

⚠This survey will take only 5-10 mins to complete and it can really help us completing this case
study and sorting out the user issues on Daraz. 
 👏
Thank you for helping us!

Email *

muhammadmubashiraliyt@gmail.com

Name *

Mubashir Ali

Gender *

Male

Female

City *

Dullewala

Are you a Daraz Customer? *

Yes

No

Daraz Shopping Experience

Have you ordered anything from Daraz *

Yes
 No

I don't know

Maybe

Which platform do you use for Purchasing Items on Daraz? *

Daraz Website

✓ Daraz App

Do you see any difference while using Daraz App/Website?

*

Yes

No

I don't know

Maybe

What do you think about daraz products? *

Quality products

Low quality products

Same as shown on website

Opposite as shown on website

What problems do you face while interacting with the website?

*

✓ Product search
 General Navigation

Checkout

Payments

Others (please specify)

If selected others please specify the issue

Is Daraz Website/App easy to navigate?

*

Yes

No

I don't know

Maybe

If no please explain the navigation problem.

Daraz Product Experience

Does the product category on Daraz Website make sense?

*

Yes

No
 I don't know

Maybe

Do you feel any problem while purchasing from daraz website? If Yes please
explain the problem in three lines.
*

Yes there are a lot of problems. 1- There are products on the daraz that have same images but
prices are different. Therefore, it's hard to distinguish b/w original and other.

Do you feel daraz website as an authentic one in terms of purchasing products?

*

Yes

How do you feel about Daraz's products pricings?

*

Cheap

Confusing

Expensive

Reasonable

Are you satisfied with filters associated with product categories?

*

Yes

No

To Some Extent Satisfied

Not Satisfied
Do you find problems while switching between (Daraz Mall, Mart, Martketplace)
*

Yes

No

I don't know

Maybe

If Yes please specify What problems do you face while switching?

How do you feel about the User Interface of Daraz App & Website.
*

Daraz app is better.

Do you find any irrelevant products while searching for any specific product?
*

Yes

No

I don't know

Maybe

Daraz Return Policy & Order Cancellation

Are you satisfied with daraz product return policy? 

*
 Yes

No

Never Experienced

Maybe

If No please explain the problem with daraz return policy.

It's complicated and take some days.

Is reviews on daraz website helping you to make a purchase decision?

*

Yes

No

Authentic

Fake

Have you ever chat with Daraz customer support? How would you rate the
experience? 
*

0 ( Poor Experience ) 😭
5 ( Somewhat Satisfied ) 🙂
10 ( Completely Satisfied ) 😀

How do you feel about the daraz ordering process?

*

It's okay
How do you feel about placing an order after receiving an ordered product?
*

Satisfied

Not Satisfied

I don't know

Maybe

Is Daraz order cancellation process easy?

*

Yes

No

I don't know

Maybe

If No please explain what can be done to make the cancellation process easy.

How do you feel about a seller on Daraz?

*

Reliable

Non Trust Worthy

 How much do you rate Daraz's order delivery out of 10?

*

0 ( Poor Experience ) 😭
 5 ( Somewhat Satisfied ) 🙂
10 ( Completely Satisfied ) 😀

Does Daraz Delivery system takes too much time?

Yes

No

I don't know

Maybe

What do you think how daraz delivery system can be improved? (Suggestions)

Suggestions

Do you recommend Daraz to other customers?

*

Yes

No

If No please explain why you will not recommend Daraz?

Any Suggestions?

🛒
I think they should watch things as they are arranged. They Should lower the delivery charges
as well, and cart should be improved.
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