Ginio : B2B E-Commerce Platform
Building a B2B platfrom for people with minimum digital literacy.
Overview
Ginio is a B2B online platform dedicated to daily essentials. This platform intends to help sellers/retailers by taking their business online to increase sales and build a vast network with their counterparts.
However , Many retailers and sellers have been in this business for generations and are comfortable doing their business in the traditional way with zero to bare minimum use of technology.
Problem
Low Digital Adoption – Retailers rely on handwritten records and phone calls, making operations inefficient and error-prone.
Resistance to Change – Many sellers lack technical literacy or distrust digital solutions, leading to low technology adoption rates.
This results in missed sales opportunities, operational inefficiencies, and slow business growth in an increasingly digital market.
“I am not that educated to learn and understand technology.”
"We are doing this business since generations just like this, why complicate things"
Solution
A B2B platform that seamlessly integrates digital tools into traditional business workflows, minimizing friction in adoption.
Digitization Without Complexity – The platform mirrors familiar offline processes, making it intuitive for non-tech-savvy users.
Designed for Low Digital Literacy – A simplified UX with visual cues and guided onboarding, and multilingual support ensures easy adoption.
This approach ensures retailers can transition to digital operations smoothly, increasing efficiency, reducing errors, and growing their business.
Impact
Onboarded 80+ users in the first two weeks of the soft launch of the platform.
350+ products listed by businesses in their personalized store.
The business operation teams recorded a score of 90 NPS from the platform's early onborders.
Approach
I conducted 10 user interviews with end-user roles and business stakeholders to understand traditional business workflows and digital business requirements.
Mapped these insights into a service design document, aligning analog processes with digital workflows to ensure a seamless transition and user adoption.
Problem 1
Bureaucratic Onboarding for Tax-Registered Businesses
As a digital business, Ginio must comply with taxation norms and onboard only tax-registered businesses. However, this verification process is tedious, requiring multiple details that increase friction in onboarding.
Time-consuming – Users find the process lengthy and frustrating.
Complexity – Multiple form fields overwhelm first-time users.
Solution 1
Simplified, Progressive Onboarding for a Seamless Experience
This streamlined approach reduces cognitive load, improves completion rates, and ensures compliance without sacrificing user experience.
Problem 2
Complexity in Setting Up Digital Shops
Traditional shop owners want their online stores to mirror their physical inventory, but manually adding every product is time-consuming and overwhelming.
Tedious Manual Entry – Entering product details individually is frustrating and error-prone.
High Effort for Large Inventories – Retailers with extensive catalogs struggle to digitize their shops efficiently.
Solution 2
Effortless Product Listing with Automated Data Retrieval
Ginio Product Database Search – A centralized product database allows users to search and add products instantly, just like a Google search.
Bulk Import & Barcode Scanning – Users can quickly set up their store by scanning barcodes or uploading multiple products at once.
Familiarity with Traditional Setup – Users expect their online inventory listing to reflect their existing shop structure effortlessly.
This approach drastically reduces setup time, eliminates manual data entry, and ensures a seamless transition from traditional to digital inventory management.
Problem 3
Businesses Want to Fulfill Orders Even When Inventory Is Low
Challenge: Traditionally, businesses aim to fulfill all ordered quantities, but unforeseen stock shortages can prevent them from doing so. Instead of canceling orders, they prefer to partially fulfill with available inventory to generate revenue and clear stock. However, most digital platforms lack the flexibility to support this approach.
Solution 3
Enable Partial Order Fulfillment for Business Flexibility
Allow Partial Acceptance of Orders – Businesses can confirm and fulfill only available quantities while accepting the order right from the order overview interface.
This solution helps businesses maximize revenue, clear inventory efficiently, and maintain a seamless fulfillment process despite stock limitations.
Problem 4
Users Struggle with Digital Literacy and Navigation
Challenge: Many users have low digital literacy, making it difficult for them to find the right help efficiently when they get lost or confused.
Solution 4
Keyword-based search for Instant Assistance
Smart FAQ Search – Users can enter keywords related to their issue to find relevant help articles.
Conversational Guidance – Simplifies troubleshooting by matching user queries with FAQs, tutorials, or guided steps.
This solution empowers users to resolve issues independently, reducing frustration and improving platform adoption.
Reflection
Stakeholders involved in this project were optimistic about how the platform would help the retailers and traders grow their business.
"You'll have done a good design job; this will be a gamechanger in this market."- Product Owner
