Redesigning My Account on vroom.com to give users more transparency about their purchase.

This is a snapshot of final designs and business impact. To see the full case study, reach out :)

📌 Problem context

Vroom lacked a centralized place for customers to follow the status of their transaction and see what steps they needed to take next. The online car purchase process is complex; it's often the 2nd-biggest purchase a person ever makes. So customers rightfully flooded our customer support lines looking for answers when our website failed to provide them.

Old My Account page. (click to view full size)

Through a visual and UX overhaul to My Account, we aimed to reduce call volume to customer support.

💻 My Account redesign

Based on user research insights, I redesigned My Account and the My Purchase page. The new design provides a streamlined purchase experience with clear steps and calls-to-action to move forward in the online car buying process.

My account redesigns. (click to view full size)

📈 Business impact

For customers who purchased a vehicle post-launch in the month of December, 2021...

• Reduced call volume: Customer support calls down on the scale of tens of thousands
• Reduced call rate: Call rate to customer support reduced by ~15%
• Reduced median # of calls per customer: Typical customer who called customer support made half as many calls

Reach out for more specific measures of business impact!