Analysis of 9 000 reviews shows that Depop needs to get the message: user experience design is crucial for success

The London based shopping app Depop makes it possible for their customers to buy and sell unique items. The question is if their user experience stands out from the crowd?

Why do we say this?

The topic “messages” occurred in 4% of the reviews and has an average grade of 2,66 / 5. This indicates that it’s been mentioned in a negative way. Some customers complained that they couldn’t reply to messages. Because of this, they weren’t able to sell anything to potential buyers. It was also mentioned that some customers were having difficulties deleting messages.

The topic “update” has an average grade of 2,76 / 5 and occurred in 5% of the reviews. It seems that some costumers are dissatisfied with the app’s latest update and its design, it has not been perceived as user-friendly. This has made some customers considering using other platforms instead.

“Help” is a topic that occurred in 4% of the reviews and has an average grade of 2,85 / 5. It was mentioned that some customers experienced customer service to be unreliable and not willing to help. On some occasions, emails were ignored.

It seems that Depop may need to look into establishing a more thorough quality assurance. It would beneficial if there existed a protocol for reporting for example bugs so that those can be solved as soon as possible. As a result, customers may not have to deal with all the issues concerning not being able to respond to messages or not to be able to delete them.  

Other than that, they could also try to create a new design that will improve the user experience in general. When it comes to customer service, they could need to look into ways to be more reliable and responsive to their customers.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Google Play.

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