Edmunds Used+ Redemption

Edmunds Used+ Emails

Opportunity:

After purchasing a used car, the user must submit their sales information to redeem their Used+ Perks, however many users were abandoning their application at the point of uploading their sales contract.

Actions / Features:

Working with the Product, Research and the Live Help teams, we created an improved, highly usable, responsive redemption flow that works seamlessly across devices.

• Inspired by Material Design to create a single, unified experience that is not only clear and aesthetically pleasing but quick to load

• Typography, grids, space, scale and clear hierarchy

• Pre-populate the users name and contact information pulled from customer records helps validate and build user trust

• For the smaller screen on mobile devices, Divs are used to (show/hide) collapsible content that also reiterate the steps involved which serves to help with clarity

• Since the Upload process is the main pain point, I made this the first step so a user wouldn’t waste their time submitting info before getting to the upload step.

• For added clarity, I made the call to action contextual to device by choosing appropriate Call to Action and iconography—‘Attach’ with a paperclip icon for Desktop, while ‘Upload’ with a camera icon is used on Tablet and Mobile.

• A body of consumer-facing emails with contextual messaging was created to continue engagement and help retention.

Results:

The improved redemption flow process helped reduce calls to customer service and increased submissions by 34%.

 

 

Edmunds Responsive Used+ Redemption

  • User Experience

The improved redemption flow process helped reduce calls to customer service and increased submissions by 34%.







FUNCTION: Art Direction + Design
DISCIPLINE: Strategy + User Experience
INDUSTRY: Automotive