Save Terms Confirmation
Background
The Leadership Team identified a gap in the current customer experience following the “Save Terms” interaction on vehicle detail pages (VDPs). When users click the “Save Terms” CTA, they are directed to a success screen prompting them to schedule a visit. However, for users not interested in scheduling a visit, this becomes a dead end, halting their shopping journey. Check out my research and thought process here.
Challenge
Create a more seamless shopping experience by adding navigational options or CTAs to the success screen, encouraging users to continue shopping or re-engage with other inventory.
Solution
To address the drop-off at the Save Terms success screen, the team implemented the following updates:
Navigation Enhancements:
Added a new CTA on the success screen that allows users to return to the Vehicle Search Results (VSR) page—the primary place where they browse vehicles.Alternative CTA Options:
Introduced a set of additional CTAs (e.g., "Shop More Vehicles", "Explore Financing", or "Continue Browsing") giving customers meaningful next steps if they are not ready to schedule a visit.Persistent Sticky Navigation (Optional Enhancement):
Considered a persistent CTA that remains visible across the success screen to maintain momentum in the user journey.
Conclusion
Improving the post-Save Terms experience aligns closely with the broader goal of reducing customer drop-off and increasing engagement on the site. By creating clear paths for continued shopping, customers are more likely to interact with more vehicles, save additional terms, and ultimately move further down the purchase funnel. Early testing and iteration will determine the most effective CTA strategy, but this update marks a critical improvement in supporting users who aren’t yet ready to schedule a visit—keeping them in the shopping experience instead of ending it prematurely.
Results are pending as testing is currently underway to evaluate the performance of the new CTAs and navigational options.