BRAND
Carvana is an online used-car retailer that performs almost all the functions a physical dealership provides: buying and selling cars, accepting trade-ins, and financing purchases.
RESEARCH
We found that customers had trouble navigating our early experiences, especially when it came to selling their vehicles to us. This caused an exceptionally high bounce rate.
CHALLENGE
How do we procure all the information we need from the customer to provide a firm purchase offer without losing them along the way?
OPPORTUNITY
Refine, refine, refine. Use simple language infused with the fun, quirky, Ted Lasso-inspired voice Carvana is known for.
PLEASE NOTE: This flow has a number of long-scroll steps, hence the vertical arrangement of this copy sample.
INBOUND FLOW
Once we’ve purchased a car, we have a process for bringing in the car and preparing it for sale to a new customer. I collaborated with research and design to create this inbound flowchart, which laid the groundwork for an updated process.
