E-Commerce Platform for SMEs, Large Enterprises (Zopping)

Zopping: What do they do?

The journey began with Zopnow, a B2C grocery delivery app that promised groceries at your doorstep within three hours. While the product initially gained traction, rising competition, heavy logistics costs, and market saturation made the B2C model financially unsustainable. The company had to take a difficult call—shut down the B2C operations and rethink its future.

This turning point led to a strategic pivot. Instead of competing head-to-head with larger delivery players, the leadership team envisioned building Zopping, a B2B e-commerce platform that empowers retailers, SMEs, and enterprises to set up their own online stores. With existing core features like catalogue, order, and delivery management already in place, the pivot was not about starting from scratch but about reimagining the product for a completely new audience.

In my early discussions with Meherish, we agreed to pivot from the B2C grocery delivery model to a scalable B2B e-commerce platform. The goal was to reuse strong existing features like catalog and order management while opening new opportunities for SMEs and enterprises.

Meherish

Product Manager

Vision & Business Goals

The vision behind Zopping was clear: enable businesses of all sizes to launch and manage their online stores effortlessly, without technical expertise.

The specific goals included:

• Transform the B2C grocery delivery app into a scalable B2B platform.
• Provide a self-service, modular toolkit for catalog, payments, delivery, and customer management.
• Help SMEs and enterprises expand digitally and compete with established e-commerce players.
• Position the company to tap into the booming e-commerce market in India (projected to reach $200B by 2026) and globally ($10.4T by 2028).

This pivot wasn’t just about redesigning an app—it was about reshaping the company’s future.

Who We Were Designing For

Designing for B2B meant thinking beyond just end customers. I mapped out multiple personas to understand different user roles and their workflows:

• SMEs: Small retailers and shop owners eager to go online.
• Large Enterprises: Businesses managing complex operations.
• Store Staff: Pickers, packers, and managers handling daily logistics.
• Marketing & Ops Teams: Teams responsible for promotions and performance monitoring.
• End Customers: Beneficiaries of improved store experiences.
• Delivery Agents: Integral to order fulfillment.

This shift in personas required a paradigm shift in design thinking—from creating quick, frictionless B2C flows to building robust, flexible B2B workflows.

Together, we ran competitor analysis, stakeholder interviews, and proxy usability tests with sales and ops teams. This helped us validate workflows, refine prototypes, and design simple yet flexible tools for store setup, catalog management, payments, and customization.

Meherish

Product Manager

Design Process & Solutions

Onboarding & Store Setup

We designed a guided onboarding experience that walked store owners through creating their store step by step. Later iterations included industry-specific catalogs and themes, enabling users to personalize their stores right from the start.

Catalog Management

Users could upload products individually or in bulk, with support for attributes like images, descriptions, tags, pricing, discounts, stock levels, and taxes. This flexibility addressed the needs of both SMEs and enterprises.

Order Management

A simplified dashboard provided a clear view of orders, statuses, and payments. Store owners could even create manual orders if required—ensuring control over every situation.

Payment Integration

We integrated multiple gateways with automatic routing, allowing businesses to save on merchant fees and reduce transaction costs.

Theme Customization

Store owners could pick from a library of ready-made templates and customize layouts, menus, logos, and colors. Themes could be switched seamlessly without affecting performance.

Design System

We developed a scalable design system with reusable components—buttons, forms, tables, navigation, tooltips—ensuring consistency and faster development. This system became the foundation for future growth.

Testing & Iteration

Design Audits

For each feature, I reviewed pre-production builds to ensure visual and functional fidelity before release.

Beta Testing

We launched a beta version of the store setup flow to 20+ early users. Using HotJar, I analyzed mouse movements, click paths, and task completion speeds. Insights led to improvements in themes, button placements, and additional features.

This iterative testing process ensured that the product was refined before full launch.

The platform quickly scaled, with 1000+ store owners onboarded, presence in 50+ countries, and over $2M in revenue. This transformation proved the pivot successful and positioned the company for long-term growth.

Meherish

Product Manager

Performance Leap

Outcome

The leadership and cross-functional teams deeply appreciated the design work. They highlighted how the usability and clarity of the platform directly contributed to client adoption and business growth.