1. Mobile Commerce Application Features /Functions that you as a consumer find very useful.

2. Functions that can be removed/redundant/confusing - if you have encounter before

3. What could be improved

The following report would be focused on Lazada Malaysia.

Since its launch in 2012, Lazada has become Southeast Asia's top online marketplace for buying and
selling goods. It is available in Indonesia, Malaysia, the Philippines, Singapore, Thailand, and
Vietnam. With 155,000 vendors and 3,000 brands serving 560 million users through its marketplace
platform, Lazada—the forerunner of the Southeast Asian eCommerce ecosystem—has a vast range
of specialised marketing, analytics, and service options at its disposal. Lazada has the largest
selection of products in categories such consumer electronics, home goods, toys, fashion, sporting
goods, and grocery, with 300 million SKUs available. With a focus on providing exceptional customer
service, it offers a variety of payment options, including cash-on-delivery, thorough customer care,
and simple returns through its own first- and last-mile delivery arm, which is supported by about 100
people.

1. Features and functions that are useful

Feature Details How is it beneficial

Payment features
Product Certification
Detections
Lazada has various payment
features like COD (Cash On
Delivery), FPX (online
transfer), linking of credit
and debit cards and E-
wallets like (Touch and Go
E-Wallet)
A list of rules towards
sellers to fulfil on the
platform before advertising
a product for sale. Lazada
makes sure that sellers
would have to provide
certification of documents
like SSM, pictures and a
detailed description of the
intended product to be
sold.
Having a variety of options is
beneficial. With the
upcoming cases of bank
theft from FPX payment
gateways, I would prefer
using my e-wallet for safer
transactions or the best and
yet safest is COD! Since
there is always a risk in
parcels getting delivered
late, or damaged. Rather
than forming a dispute to get
a refund, I would be able to
determine the decision if to
pay or not faster.
When everything is online,
scamming is made easier.
When one can upload fake
images and fake descriptions
making a product seem
authentic but rather fake in
real life. This is where Lazada
gives reassurances that they
are aware of the situation
and are taking relevant
countermeasures by
implementing their product

Chat now features
certification system.
Allows the customer to  Clears doubts and
directly chat with the seller allows customers to
in concerns of the product have their orders
customised in
certain aspects.

AI for buyer purchase Takes note of what we do  Saves time for

on the app, what we search consumers
for and it recommends
relevant products that we
would be interested in for
purchasing

2. Functions that can be removed and where it’s confusing

A) Gamification
Gamification is the process of integrating game concepts to non-game content to boost user
satisfaction, loyalty, and engagement. This implies that gamification adapts components of
game design as well as the fundamental ideas and theories that underpin games for use in
different situations.

Lazada has many aspects of Gamification integrated on their application. One such example
is the process of gathering Laz Coins for exchanging them for discounts / vouchers. However,
the mini games that are within the app can be confusing at times and it’s not just only one
game that exists. There are multiple versions of it which one would not have the time and
patience to explore everything. Moreover, the entire process and the waiting period can be
annoying to the users

B) Too many spam notifications

Relating to the first point, Lazada keeps the user notified for almost everything with a single
notification sound. This applies for new products promotions, messages from sellers or
buyers, customer service replies, order status, payment status and many more. On a daily
basis for the average Malaysian, it’s very common to hear the Lazada notification at least 20
times a day and it can get annoying. Either forcing the user to mute the notifications or
uninstall the application.
3. What could be improved?

Lazada is known for issues with customer service. A short analysis from Trustpilot does
express the frustration of users nationwide. This is simply because there are common issues
faced on a daily basis like, delivery issues, damaged / stolen goods and products not shipped
out and many more. The issue is, Lazada’s customer service is not that easy to reach out to
because they have a bot integrated initially known as CLEO. This bot / AI is responsible for
basic functions to help assist customers if they have issues but it can’t give a permanent
solution. It takes constant texting and convincing explanations to allow the BOT to connect
the user to a human on the customer service side. Hence this could be improved by Lazada.