Cars by Overstock.com
Create a car shopping experience that allows people to buy car parts online, finance a new vehicle, and protect the one they own
UI/UX Illustration Branding
We needed data
When I began the project, very little research had been done and many ideas were going around the table to add new features. Convincing stakeholders to build based on user research was a real challenge; although a risk worth taking on.
After many conversations, we were able to present glimpses of data, which quickly opened their eyes. In doing so, it occurred to these leaders that our app needed to be created using a full design process; wireframes, journey maps, A/B testing, defining iterative successes, and so on.
Role: I was responsible for defining this design process, training the team on it, and integrating it company wide with in-house partners (dev, PM, etc).
The data we received:
• 25% buy a car within 90 days (12500)
• On these same leads, roadloans/carmax and carvana sell about 300 cars per month within the first 45 days (and 7500 in total do) , the 7200 who don’t buy from roadlaons/carmax/carvana generally go to another dealer.
• In the next 45 days after, about another 5000 people buy cars --> we’ll be marketing to these consumers
• In addition, we’ll work on extending our reach/drip campaign over time — we have about 1.3m leads historically
Building one experience
Credit IQ, Ally, and Overstock struggled to create a cohesive experience as a trifecta of partnerships.
Rather than attempting to hook three API's together, we decided to work with their Product teams to create one single, cohesive experience that can fully be engaged with on Overstock.
I defined this flow, wireframed the process, designed the application, then gathered feedback.
Overstock is limited with taxonomy. Car parts requires at least 15 levels deep and Overstock only supports 7.
So we took it to the whiteboard. We had to take a deep look at what the actual goal was; to purchase a car part. The reason car parts nowadays used 15-30 levels of taxonomy was because they required the user to drill-down without ever gathering information upfront.
Team & role
I coordinated and developed the user flows, UX architecture, surveys, user testing, and even brand creation for the extension of Cars. Furthermore, I conducted user research, user testing, and analytics.