Marketplaces & Multi-Sided Platforms

A marketplace doesn't have one customer journey. It has two — sometimes three. The buyer searches and books. The seller lists and earns. The platform connects them. When the journey breaks for one side, the whole platform suffers. Most marketplace owners look at the buyer experience and forget the supply side is what makes the business viable.

Friction points you'll recognize

• Supply-side onboarding so heavy that sellers, providers, or hosts give up halfway through registration
• Demand on the platform exceeding supply, or vice versa — with no clear understanding of why
• Matching logic that satisfies one side and frustrates the other
• Transactional flows where both sides complete but neither is fully happy
• Reviews and trust systems that don't actually build trust, or that get gamed
• Lifecycle communications that treat both sides identically, when they need completely different signals

What we test for you

• Onboarding of both sides separately — supply and demand
• Discovery and matching logic — how buyers find sellers, how sellers get found
• The transactional flow end to end, from both perspectives
• Lifecycle communications differentiated by user type
• Reputation and review systems, including post-transaction follow-up
• Mobile experience for both sides, since each may use the platform from very different devices

What you receive

• Separate friction diagnoses for each side of the platform
• Identification of the weaker side and where its journey breaks
• Recommendations to accelerate activation of the under-served side
• A review of matching logic with specific improvement opportunities
• Suggestions on differentiated lifecycle communications by user type
• A 30-day follow-up session