기업명 비공개

[The Power of First Impressions – My First Partner Company] GTEP (Global Trade Expert Program) is a government initiative that fosters regional youth experts in trade by partnering them with small to mid-sized Korean companies to support export activities, both online and offline. As part of the program, I worked with two companies with my team to help them expand into the Southeast Asian market. One of the companies had a Shopee store already, but it had been left unmanaged. I discovered numerous unanswered customer messages and found that their global social media was being used only for marketing, with very little actual communication happening. I organized and reviewed over 40 customer inquiries, more than half of which were about shipping. The product pages lacked basic information such as delivery timelines and fees, making it difficult for customers to trust the seller. Since product pages are the first point of contact with buyers, I realized that missing information could lead directly to customer drop-off. So, I added a clear chart outlining shipping times and fees by country, and compiled frequently asked questions in the Shopee FAQ section. Interestingly, most inquiries came not through Shopee, but via Instagram DMs. That’s when I realized that managing the store platform alone wasn’t enough. I updated the brand’s Instagram Highlights with shipping information, which significantly reduced repeated questions and naturally shortened response times. Three months later, inquiries about delivery dropped by over 80%, and average response time was reduced by more than 30%. I also found that the store’s overall structure was problematic. Product names and descriptions felt like awkward direct translations from Korean, using exaggerated claims like “guaranteed whitening effect” that didn’t resonate with international customers. I studied the top 10 competitors on Shopee in the same category and created a comparison table analyzing which phrases and formats got strong engagement. We reflected these insights in our own listings and saw our total sales volume increase by approximately 2.5 times. [Turning Viewers into Data – My Second Partner Company] One of the most memorable moments during the program was planning and hosting a live-streaming session myself. Initially, the brand’s live sessions were purely promotional, simply demonstrating the product with little interaction. Unsurprisingly, views were low and few converted into sales. I proposed a new approach, one that encouraged real-time viewer interaction and feedback. Using Shopee’s coin reward and live poll features, we engaged the audience directly by asking questions like, “Which product looks the most appealing?” or “Which promotion catches your eye?” We ran short, one-minute polls during breaks and followed up with quick interviews via DM after the broadcast to identify what influenced purchase decisions. Based on the responses, we rearranged our product detail pages and redesigned our promotions to reflect customer preferences. This broadcast alone led to sales of over 3 million KRW, and the brand gained 483 new Instagram followers. That experience turned what started as a simple live stream into a valuable tool for gathering real-time consumer insights. Through this work, I learned that customer discomfort often shows up before it ever becomes a number. Repeated questions, strange drop-off patterns, and meaningless click rates all hint at what needs to be improved. I focused on connecting those subtle signals and translating them into practical action. At Nestle, I want to continue designing with the customer’s perspective in mind, not using platforms passively, but actively shaping, testing, and improving them to better serve people.