Overview
I owned UX/UI design, copy, and user testing for Shift’s car seller team. Our team iteratively redesigned the seller estimate page and Shift’s selling process over the course of 6 months, driving 165% increase in car acquisition.

Team
I worked closely with a product manager, engineering manager, engineering team, and sales lead.

Challenge
We had extensive evidence that customers didn't understand our car selling process and payment details, causing confusion, frustration, and distrust at every step of the consignment process. We believed redesigning the estimate page could improve upfront expectations and lead to a better end-to-end experience.

Process
I used progressive disclosure, consistent verbage, and clear benefits to redesign the estimate page that tested much better with users.

Our first experiment increased conversion by 8% in our Northern California market, but decreased conversion by 80% in Southern California. I quickly recruited and conducted interviews to investigate why, and discovered that the page was more clear, but our service lacked product-market fit. Southern Californians rely on their cars for daily life much more than Northern Californians, so they couldn’t afford to wait for us to consign their cars and provide payment.

In response, we tested a new type of offer, where Shift would provide upfront payment, at a lower amount than consignment, after a quick in-person evaluation. The new design had to create clear and compelling explanation of 2 different ways to sell a car with Shift, especially around each option's payment and process details.