eCommerce marketplace seller platform experience

Uncovering insights to drive platform innovation and secure executive investment.

CHALLENGE

An eCommerce Marketplace sought to deepen its understanding of the SMB vendor experience across a fragmented landscape of competing platforms. To remain a preferred partner for sellers, the client needed to map the day-in-the-life of vendors, identify specific pain points within current tools, and predict emerging trends that would define the future of seller platform functionality.

THE GLG APPROACH

GLG facilitated a high-touch qualitative research engagement led by a Project Consulting Lead with over 20 years of expertise in retail, CPG, and business case development. This seniority was critical in translating raw seller feedback into a strategic roadmap that would resonate with the client’s executive leadership.

The research utilized a custom-recruited panel to ensure a comprehensive view of the marketplace ecosystem.

The study focused on:

  • Day-in-the-Life Analysis: Mapping the operational workflow of SMB sellers to identify where platform friction occurs.

  • Competitive Differentiation: Deep-diving into the specific features offered by major players to benchmark the client’s standing.

  • Feature Prioritization: Identifying the specific functionality and tools sellers need to improve their sentiment and operational efficiency.

  • Custom Expert Access: Conducting N=8 in-depth interviews with experts approved by the client for their specific knowledge of marketplace tools.

OUTCOME

The project lead synthesized the findings into a comprehensive 50-page report. This deliverable went beyond data to include an executive summary, strategic recommendations, and powerful qualitative insights that brought the seller experience to life for the client’s internal teams.

GLG supported platform innovation and executive buy-in through senior-led strategic consulting and targeted Voice of the Seller research.

Why GLG?

Customized Expert Recruitment: GLG utilized a rigorous pre-screening process to ensure a range of SMB sizes and technical knowledge, providing a balanced perspective that accounted for both novice and power-user needs.

Senior Strategic Oversight: The project was led by a consultant with 20+ years of experience in retail and market research, ensuring that the insights were framed as a viable business case for new product development.

High-Impact Deliverables The synthesized 50-page report provided the evidence needed to justify significant platform changes, featuring interview guides, transcripts, and recordings for internal review.

Executive Alignment The research provided clarity for stakeholders to secure buy-in and investment from their leadership team, directly informing the roadmap for future platform development.

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As The World’s Insight Network, GLG connects clients to the subject-matter experts who can provide real-world insights to make informed decisions. Our team of professionals work with you to create a tailored approach that identifies, assesses, and answers your questions on your timeline. We bring the power of insight to every great professional decision.