Carousell Journey

Carousell Product System — Source of Truth

The canonical product documentation lives in a Figma file at: https://www.figma.com/design/JgHPAxQFk37bUZZeFGyzoQ/Agent-knowledge-base?node-id=1-2

Three frames make up the system:

• 1:2 — Journey Map: 7-stage buyer + seller journey with emotions and pain points
• 8:2 — Touchpoint Map: Product ecosystem showing all pages color-coded by user type (visual reference only — skip for machine reading)
• 8:3 — Touchpoint Cards: Structured cards for every shared page (JTBD, tensions, constraints)

How to fetch the data

Step 1 — Check DATA_VERSION (token-efficient)

Before doing a full scan, read the single version node in Frame 3:

get_node_info(nodeId: "14:202")

This returns a text node: DATA_VERSION: YYYY-MM-DD

• If the date matches the snapshot below → skip the live scan, use the embedded snapshot
• If the date is newer → do a full live scan (Steps 2–3 below) and update the snapshot

Step 2 — Read the Touchpoint Cards (if rescan needed)

scan_text_nodes(nodeId: "8:3")

Each card now uses combined LABEL: value nodes — a single text node per field where the ALL-CAPS prefix is the field name and everything after ": " is the value. Parse by splitting on ": " after matching the label:

Step 3 — Read the Journey Map (if rescan needed)

scan_text_nodes(nodeId: "1:2")

Parse text nodes using these markers:

• "BUYER · 0X" / "SELLER · 0X" → step label (lane + stage number)
• Nodes starting with "ACTIONS:" → primary actions (split remainder by \n)
• Lines starting with 📱 or 📦 → Carousell touchpoint
• Lines starting with an emotion emoji → emotional state
• Text after — on the emotion line → pain point

Frame 8:2 (Touchpoint Map) is visual-only — skip it for machine reading.

Known structure

Journey Map — 7 Stages

Buyer lane — terracotta header bar (#C4511A) Seller lane — deep teal header bar (#0A8A7A)

Touchpoint Map — Page Ecosystem (node 8:2, visual only)

My Purchases and My Orders are cross-interacting: they share the same order state model. Changes to one surface in the other.

Touchpoint Cards — All Pages (node 8:3)

Seven cards in two rows:

• Row 1 (shared pages): Chat, LDP, Search, SRP, Me Page — deep violet headers (#4527A0)
• Row 2 (cross-interacting): My Purchases (terracotta #C4511A), My Orders (deep teal #0A8A7A)

Each card has 9 combined fields: TOUCHPOINT / STAGE / USERS / BUYER JTBD / SELLER JTBD / SHARED SIGNAL / DESIGN TENSION / CONSTRAINTS / KNOWN CONTEXT

Output format

When asked about the journey

Present parsed data as a structured reference:

🛍 Buyer Journey

🏷 Seller Journey

When asked about a specific touchpoint or feature design

Present the relevant touchpoint card(s) as a structured summary:

🟣 [Touchpoint Name] — Shared Page

Fallback: if Figma is unreachable

If MCP tools fail, use this embedded snapshot and note it may be outdated.

Journey Map Snapshot (synced: 2026-03-07)

Buyer Journey:

1. Awareness — ACTIONS: Sees ad or referral · Searches in App Store · Finds a Carousell listing | 📱 App Store · Organic search | 😐 Curious | Needs social proof
2. Registration — ACTIONS: Downloads the app · Creates buyer account · Sets up profile | 📱 App sign-up · Onboarding | 🙂 Hopeful | Sign-up friction
3. Discovery — ACTIONS: Searches by keyword · Browses categories · Filters by price & location | 📱 Search bar · Categories | 😊 Excited | Too many results
4. Engagement — ACTIONS: Views listing photos · Reads seller reviews · Chats with seller | 📱 Listing page · Chat | 🤔 Evaluating | Fear of scams
5. Transaction — ACTIONS: Makes an offer · Taps Buy Now · Negotiates final price | 📱 Make Offer · Buy Now | 😬 Anxious | Price uncertainty
6. Fulfillment — ACTIONS: Pays via PayNow or card · Chooses meetup or delivery · Confirms transaction | 📱 CarouPay · Chat | 😮 Anticipating | Safety concern
7. Post-Sale — ACTIONS: Receives the item · Verifies condition · Leaves rating & review | 📱 Ratings · Reviews | 😄 Satisfied | Quality as described?

Seller Journey:

1. Awareness — ACTIONS: Has items to declutter · Hears about Carousell · Searches in App Store | 📦 Word of mouth · Referral | 😊 Motivated | Getting started
2. Registration — ACTIONS: Downloads the app · Creates seller account · Completes profile setup | 📦 App Store · Sign-up flow | 🙂 Optimistic | Listing setup friction
3. Discovery — ACTIONS: Takes item photos · Writes description & tags · Sets price & category | 📦 Listing form · Camera | 🤔 Careful | Pricing it right
4. Engagement — ACTIONS: Bumps listing for views · Monitors enquiries · Responds to messages | 📦 Bump · Promoted listings | 😓 Patient | Waiting for buyers
5. Transaction — ACTIONS: Reviews incoming offers · Negotiates with buyer · Confirms the deal | 📦 Make Offer · Chat | 😊 Engaged | Active negotiation
6. Fulfillment — ACTIONS: Arranges meetup time · Ships the item · Shares tracking number | 📦 Chat · Meetup · Shipping | 😅 Hopeful | Smooth delivery
7. Post-Sale — ACTIONS: Receives payment · Gets reviewed by buyer · Relists or buys items | 📦 CarouPay · Review system | 😄 Accomplished | Deal closed

Touchpoint Cards Snapshot (synced: 2026-03-07)

Chat: TOUCHPOINT: Chat | STAGE: Engagement → Transaction | USERS: 🟠 Buyer + 🩵 Seller | BUYER JTBD: Negotiate price, feel safe before committing | SELLER JTBD: Qualify buyers, close deals fast | SHARED SIGNAL: Offer sent → seller notified; marked sold → buyer updated | DESIGN TENSION: Buyer needs time to decide; seller wants fast responses | CONSTRAINTS: Offer UI changes affect both send and receive views | KNOWN CONTEXT: 60% of deals close via chat; sellers disengage if no reply within 2h

LDP: TOUCHPOINT: LDP (Listing Detail Page) | STAGE: Discovery → Engagement | USERS: 🟠 Buyer + 🩵 Seller | BUYER JTBD: Evaluate item and seller before deciding to contact | SELLER JTBD: Monitor listing performance, manage interest | SHARED SIGNAL: Seller edits price → buyer sees update; marked sold → page shows sold | DESIGN TENSION: Buyer needs full info upfront; seller wants to control what's shown | CONSTRAINTS: Same page renders for owner vs buyer — different actions shown | KNOWN CONTEXT: Primary entry from SRP; most offers are initiated here

Search: TOUCHPOINT: Search Page | STAGE: Discovery | USERS: 🟠 Buyer (primary) + 🩵 Seller (secondary) | BUYER JTBD: Find relevant items fast using keywords | SELLER JTBD: Research competitor pricing, test listing visibility | SHARED SIGNAL: Seller's listing title/keywords directly surface in buyer's results | DESIGN TENSION: Buyer wants relevance; seller wants visibility | CONSTRAINTS: Algorithm changes affect both sides simultaneously | KNOWN CONTEXT: Entry point for 70% of buyer sessions; sellers test visibility via incognito

SRP: TOUCHPOINT: SRP (Search Results Page) | STAGE: Discovery | USERS: 🟠 Buyer (primary) + 🩵 Seller (secondary) | BUYER JTBD: Scan and compare listings before clicking through | SELLER JTBD: Check how their listing appears vs competitors | SHARED SIGNAL: Seller's thumbnail and price drive buyer's click decision | DESIGN TENSION: Buyer wants consistent card info; seller wants to stand out | CONSTRAINTS: Card layout changes affect how listings display for all sellers | KNOWN CONTEXT: Price and hero image are primary click-through factors for buyers

Me Page: TOUCHPOINT: Me Page | STAGE: Post-Sale / Account | USERS: 🟠 Buyer + 🩵 Seller | BUYER JTBD: Track purchases, manage offers and wishlist | SELLER JTBD: Manage listings, track sales and payouts | SHARED SIGNAL: Completed transaction updates both buyer and seller Me Page states | DESIGN TENSION: Buyer wants purchase history; seller wants sales analytics — same space | CONSTRAINTS: One unified profile serves two very different use cases | KNOWN CONTEXT: High-frequency for power sellers; buyers mainly access post-purchase

My Purchases (cross-interacting — buyer page): TOUCHPOINT: My Purchases | STAGE: Transaction → Fulfillment → Post-Sale | USERS: 🟠 Buyer (owns this view) — seller actions drive the state shown here | BUYER JTBD: Track order status, know when item arrives, and confirm receipt to complete the transaction | SELLER JTBD: N/A (seller does not access this page) — but seller marking shipped / updating tracking directly changes what buyer sees here | SHARED SIGNAL: Seller marks shipped → buyer sees tracking update; buyer confirms receipt → order completes on both sides; seller disputes → buyer notified | DESIGN TENSION: Buyer wants real-time status clarity; the accuracy of what they see depends entirely on seller's actions in My Orders | CONSTRAINTS: Order created via Buy Now — changes to Buy Now flow directly affect what appears here; shares order state with My Orders | KNOWN CONTEXT: Buyer's primary reference post-purchase; connects to refund/return flows; any design change here must be validated against My Orders

My Orders (cross-interacting — seller page): TOUCHPOINT: My Orders | STAGE: Transaction → Fulfillment → Post-Sale | USERS: 🩵 Seller (owns this view) — buyer actions (payment, receipt confirmation) drive the order state | BUYER JTBD: N/A (buyer does not access this page) — but buyer paying creates the order and buyer confirming receipt closes it | SELLER JTBD: Fulfill orders efficiently — update shipping info, manage disputes, and ensure smooth handover to buyer | SHARED SIGNAL: Buyer pays → order appears in My Orders; seller marks shipped → My Purchases updates; buyer confirms receipt → order closed on both sides; cancellation by either party voids both views | DESIGN TENSION: Seller needs operational efficiency across multiple orders; any friction in their flow delays state updates that buyers are waiting on | CONSTRAINTS: Shares the same order state model as My Purchases — any change to order status logic surfaces simultaneously in both views | KNOWN CONTEXT: High-frequency for active sellers; dispute/refund flows originate from here; order cancellation by either party ripples to both views

Source: Agent Knowledge Base — Carousell Product System Note: This journey is non-linear. Buyers can become sellers and vice versa. Users may re-enter at any stage.