Most of the complaints that Titipku received were about product quality. Many customers complained that they have been given low-quality products. Such issues can happen because of which merchant the customers choose to buy from (random merchant means random quality), as well as the quality of the products that the merchant provides. When diving into this problem, my team and I found cases where the merchant intentionally gave low-quality products when someone purchased via Titipku. This action leads to Titipku’s customers blaming Titipku and the decrease in the number of transactions.
To achieve the goal stated before, we conducted In-Depth Interviews with 5 cross-cluster customers to understand their shopping process, behavior, and motivation.