Starting Point
A consumer marketplace struggled with reliability - cancellations, inconsistent supply, and poor repeat behaviour.

Underlying Structural Problem

The platform optimized for volume, not quality consistency:

• wrong supply-side incentives

• poor matching logic

• no quality-control mechanism

• ineffective trust-building narrative
   

Strategic Interventions

Over 12 days, we rebuilt marketplace architecture:

• created reliability incentives for supply

• redesigned trust architecture across the user journey

• rebuilt matching logic for quality-first outcomes

• reframed the brand from convenience → reliability
   

Impact

• cancellations ↓ 38%

• repeat rate ↑ 24%

• marketplace profitability increased

• valuation narrative upgraded to “predictable outcomes”