Currys
Boosting trade-in conversions in store
Problem Statement
The existing in-store trade-in platform felt dated and uninspiring, and did not reflect Currys’ brand. Trade-in value could only be shown after a device was connected, limiting opportunities to introduce trade-in at key decision moments and reducing conversion.
Goals & Objectives
Increase trade-in conversions for walk-in customers
Surface trade-in value at the right moment in the journey
Guide reps to introduce trade-in naturally
Modernise the platform UI and align with Currys branding
Research & Insights
Customers are more likely to trade in when value is visible early.
Trade-in is rarely considered without a clear prompt.
Timing and context strongly influence conversion decisions.
Guided rep prompts improve consistency and upsell opportunities.
A modern, brand-aligned interface improves confidence and engagement.
Approach & Strategy
The aim was to increase trade-in conversions by showing device value earlier in the in-store conversation. Previously, no value was visible upfront, and although trade-in was mentioned, many customers were reluctant to proceed as they felt it would add time to the interaction.
Research showed customers are more likely to trade in when value is visible early, making it important to surface an estimated price as soon as possible.
Providing an estimated value was intended to help customers understand the benefit immediately and feel more willing to proceed.
I refreshed the interface to feel more modern and aligned with Currys branding, creating a clearer and more engaging experience for both reps and customers.
A dynamic banner supported the journey at key moments. Before connection, it displayed a promotional message. After the device was connected, it updated to show the estimated trade-in value at the point it would have the greatest impact.
By improving visual clarity and presenting value at the right time, the experience supports more confident decisions and increases the likelihood of trade-in being included in the sale.
Original Design
Final Designs
A modernised, brand-aligned interface that surfaces trade-in value earlier and supports reps in introducing it at the right moment.
