Wish Standards
Premier Merchants

The Wish Standards program recognizes merchants for delivering quality service through an evaluation of key factors

MY ROLE

UX Writer

Product designers

Product manager

Data scientist

Developers

TEAM

TIMELINE

3 months

Wish Standards is a program designed to enhance marketplace quality by rewarding merchants for exceptional customer experiences. The program evaluates merchants based on a variety of metrics, including user ratings, refund rates, fulfillment performance, and compliance with Wish policies. Merchants are ranked into tiers—Platinum, Gold, Silver, and Bronze—based on their performance, with higher tiers unlocking greater benefits and visibility.

PROJECT

Problem

The Wish marketplace lacks a trust among customers due to inconsistent merchant performance. High refund rates, delayed or incomplete fulfillment, and poor adherence to Wish policies created a shopping experience that fell short of customer expectations. This eroded consumer confidence in the platform and discouraged repeat purchases.

Simultaneously, merchants struggled to understand their performance metrics and lacked clear guidance on how to improve, making it difficult for them to align with customer expectations and contribute to a trustworthy marketplace.

Goals

Research and Competitive Analysis

To inform the development of Wish Standards, I analyzed similar programs from competitors to identify best practices and unique opportunities.

DISCOVERY

Research highlighted the importance of combining transparency, actionable insights, and rewards in the Wish Standards program. By learning from competitors and centering customer trust, the program was uniquely positioned to elevate both merchant success and consumer confidence.

Email, modals, homepage, and banners

FINAL MVP

RESULTS

The launch of the Wish Standards program drove improvements across the marketplace:

  • Increased Merchant Success: Merchants in higher tiers experienced higher visibility and sales, fostering growth and loyalty.

  • Enhanced Consumer Satisfaction: Clearer expectations and better fulfillment led to a significant increase in customer satisfaction scores.

  • 5x NPS Growth: The program’s focus on merchant performance translated directly to a fivefold improvement in the Net Promoter Score.

This project successfully demonstrated how clear communication, actionable tools, and an emphasis on quality can drive success for both merchants and consumers.