Challenge

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Improving direct user contact

konfetti Reviews

The goal: Improving trust and conversions by implementing more UCG content on konfetti, experience focused, Partner first platform.

What is konfetti?

Founded in 2021 and headquartered in Berlin, konfetti serves as a marketplace connecting users with over 8,000 experiences, including cooking classes, pottery workshops, cocktail-making sessions, and more. In 2025 it received the title of TOP 3 Startups in Germany.

A Small seller problem

Some newer and smaller Partners, faced several problems:

  • no customer videos or relatable photos
  • Competitive offerings but low sales compared to top ranking
  • AI-generated, stock or irrelevant pirctures
  • No customer feedback and conversation after purchase

On the other hand, the platform had problems with:

  • add to cart rates
  • having homogenous trust across the variety of events

We tried adding security badges and improving checkout layouts.
This helped established Partners but did little for newer ones with few reviews.

New feature!

This is a handy template you can use for your apps (as a an onboarding tip feature for instance). Feel free to resize it, change colours and modify the arrow position.

Results

Next case

Text reviews

2023

First iteration

German context

We added basic text reviews on the Store and in the Partner Area.  
This helped but didn't solve trust issues for Partners with poor visuals and and imprecise course descriptions.
- Optimized descriptions and images across classes
- Redesigned the review layout to include picutures
- Extended Reviews to Partner booking websites through Booking solution
- Adding QR codes for quick reviews in person‍
We added reviewer profile photos to increase trust.
This review didn’t go live: German users are less comfortable sharing photos in online ecommerce profiles.
Research showed cultural differences in review preferences due to “cultural differences in uncerainty and avoidance” - Knauß Jessica, Elsner Mark (2023), Photos in Online Reviews of Search Goods. Proceedings of the European Marketing Academy, 52nd, (114463)
Social proof

Holistic approach

Beyond the business data, I wanted to investigate the cart drop-off from a holistic perspective.

Hypothesis:  lack of social proof creates a trust gap when word of mouth or rankings aren't fully mature yet.

To prove that visual social proof could drive impact, I conducted a heuristic evaluation of the initial layout and audited our internal review management.

By mapping the full customer journey, I was able to demonstrate how a friction-filled review experience was preventing users from reaching for a second purchase.  

Customer Journeys

Admin Journey

Wireflow

A positive fourth iteration:

During the previous iteration we:
- Removed the profile image requirement
- Streamlined the upload process and segmented it to each type of product
- Supported more media types for photos and videos
Then we added...

Videos

Direct replies

A review gallery

We added basic text reviews on the Store and in the Partner Area.  
Optimized descriptions and images across classes
‍
We added reviewer profile photos to increase trust.
This review didn’t go live: German users are less

Numbers that speak

On the right you can see a graph on Sessions by acquisitions, and on the right the conversion rate jump. Returning users increased by 61% based on Analytics data Conversion rates improved by 80% compared to previous iteration without pictures.
Review scores improved due to more accurate customer expectations, authenticity from partner answers and in-loco QRcode scanning.