M
Mercari
UX Research Report
91%
CSAT Score
Customer Satisfaction
83%
Task Success Rate
Navigation Finding
+28%
Task Success Increase
21
Test Participants
Research Methods
🔍
Heuristic Evaluation
Expert review of Mercari's navigation using Nielsen's 10 heuristics
Expert
📊
Competitive Analysis
Benchmarked against leading resale marketplace platforms
Market
🗣️
Qualitative Testing
Think-aloud sessions to uncover navigation pain points
User
🌳
Tree Testing
Validated information architecture findability without UI
IA
🃏
Card Sort
Mapped users' mental models for category groupings
Mental Model
📐
Quantitative Test
Maze prototype test with 21 users, age 18–39
Maze · n=21
Key Findings
Category structure causes decision fatigue
Navigation inconsistent before & after login
High redundancy across top-level categories
Redesigned 8 categories improved clarity significantly
Recommendations
Short
Consistent nav bar before & after login
Mid
Reduce high-level categories to improve scanability
Long
Add suggestive keyword search within categories