Hyper-Growth & ROI: Cazoo
Challenge
The Focus: Business Outcomes & Impact.
The Craft: Design as a profit centre.
Scaling a digital-first automotive brand during a period of 300%+ revenue growth while maintaining a "customer-first" NPS.
The Hook
Proving that world-class UX is a direct driver of Gross Profit per Unit (GPU).
The Outcome
Supported 312% revenue growth, achieved a 36% reduction in post-sale costs, and contributed to a record-high NPS for the sector.
The Strategy
Conversion Optimisation: Redesigning the "Post-Sale" funnel to reduce customer anxiety and friction.
Strategic Research: Shifting the research team from "usability testing" to "market-opportunity identification."
Operational Efficiency: Reducing the cost-to-serve by designing self-service tools for logistics and returns.
