Refresh Upgrade Cert
Background
The Upgrade App Certificate (App Cert) experience currently presents customers with outdated content, offering only a static down payment amount and no visible car options. This creates a disconnect between what Upgrade customers see and what’s available in the modern financing App Cert, which now includes dynamic content and car carousels. Check out my research and thought process here.
Challenge
Upgrade customers are receiving an old version of the App Cert that displays only a single down payment value and no vehicles.
Why it matters:
Upgrade customers are among the most profitable segments. Delivering a modern, engaging experience can help drive more conversions and better serve this high-value group.
Solution
The proposed updates to the Upgrade App Cert include:
Carousel of Cars
Introduce a vehicle carousel following the same logic as the finance App Cert carousel, showcasing the nicest available cars that match the customer’s minimum required down payment.Revamped Top Section
Redesign the green header section for consistency with other certificates and a modernized appearance.Updated Messaging
Reinforce the idea that Upgrade customers are getting a special deal—tailor language to emphasize exclusivity.Verbiage Consistency
Retain all Upgrade-specific terms and legal disclaimers to ensure compliance and clarity.
Conclusion
Upgrade customers deserve a premium experience that matches their value to the business. By modernizing the App Cert to include a carousel of vehicles and refreshed design, we can better engage these users and drive more conversions. This initiative aligns with broader efforts to streamline certificate experiences across segments and increase lead-to-sale ratios.
Results are pending as the redesigned experience is currently in development and scheduled for testing.