Cazoo

Working top of the funnel

Later, I moved to a team at Merchandising, to work on the search and browse user experience. Our main mission is to help customers narrow down cars options early in the journey.

I'm fortunate to work with a team that launches quick and frequent AB test experiments. There's a big focus on finding opportunities, formulating hypotheses and designing experiments. Looker dashboard is our friend.

Implementing eCommerce features

We have implemented eCommerce common features like Favourites and Saved searches. Most of these features launched as an MVP using client-side storage due to several tech limitations (e.g. no user accounts). Customers can easily lose their preferences if they clean their browsers or use a different session.

Far from ideal. Still, these features continue to be successful (some more than others) in helping customers find and keep track of their favourite cars online and offline.

Initiatives outside team's OKRs

One of the challenges at Cazoo, is to find time and support to optimise the customer experience if the initiative falls outside the quarter OKRs. The product card image gallery initiative was one of those.

We knew from data, usability tests and Datadog session replays that many customers just wanted to see more car images from the search page to make a first decision.

To kick-off this initiative, I created a Figma prototype which was critical in getting the product manager and team excited. Then, Usertesting was crucial to discover which of the 20ish car photos were most important to show upfront. Customers were particularly interested in interior photos.

Analysing impact and success

Despite the technical challenges of the initiative, the impact in performance and image storage costs, the team was excited to test it live. We wrote down assumptions, impacted metrics and what success looked like.

After 2 weeks, the results corresponded to our assumptions and the gallery is a success. Customers are using it on a daily basis as a quick way to compare between cars.

Other cross-team initiatives

Outside these two teams, I have also worked in different cross-team initiatives. The launch of Cazoo EU markets, consumer finance initiatives, user account initiatives and initiatives led by the Design System team to organise our Figma files.

Drover

2019–2021

Ecommerce UK car subscription startup (acquired by Cazoo). I started by joining a small team of 2 designers and then becoming a solo designer for almost a year. I worked very closely with product, marketing and development teams.

• Gained experience in very different parts of the product. From homepage to checkout, CMS, user accounts and mobile app.
• Improved design team processes with a positive impact on how design and engineering worked together.
• Guided the replacement of design tools from Sketch+Abstract+Invision to Figma.
  
• Initiated research to uncover problems with Drover positioning to improve website messaging.
  
• Interviewed Drover's mobile customers to uncover opportunities for improvements and new features.
  
• Worked with marketing in setting up Webflow CMS for lead generation initiatives.
  

Octopus Wealth

2017–2019

Fintech UK company launched by Octopus. I joined the team to help build a financial planning tool to simplify financial advice to their clients.

• Experienced working remote for the first time.
• Impacted the scope of the project, working with project managers and developers.
• Gained experience designing long online forms.
  
• Used existing customer and adviser insights to guide design decisions and simplify language.
  

Presentation about my experience at Octopus

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