Simplify and support current in-store and at-home customer service processes with Trade-in.
T-Mobile, Bell Canada, Ingram Micro India
Figma, Adobe XD, Photoshop, Illustrator, Invision, Zeplin
As technology rapidly evolves, device upgrade cycles have shortened to an average of 1.5 years, driven by competitive pressures on manufacturers and attractive trade-in or subsidy programs. However, consumers face challenges in easily upgrading their devices without disrupting their digital environment or productivity. There is a growing need for seamless and efficient trade-in solutions that remove these barriers, simplifying the upgrade process while ensuring a smooth transition to new devices.
Pervacio Trade-in provides instant and accurate device valuations, allowing customers to trade in their devices easily, either in-store or remotely. Whether handled by retail staff or customers, the app ensures a smooth, hassle-free trade-in process and a seamless transition to new devices.
It also integrates seamlessly with the Pervacio retail platform to enhance the overall customer experience.
Trade-in
DESIGN RESEARCH
WHAT THE CLIENT WANTS
The clients aims to boost customer loyalty, streamline in-store operations, reduce unsaleable devices entering reverse supply chain, and reduce costs.
WHAT THE USERS WANTS
Users seek a simple and secure trade-in experience with instant quotes. They value convenience, transparency, and option to complete the process anywhere.
DESIGN PROCESS
DESIGN PROCESS
USER TESTING
Success
Simple questions about device condition made the evaluation feel easy.
The flow was straightforward after completing the initial questions.
Step-by-step guidance for removing iOS and Android locks was helpful.
Users appreciated the option to start a trade-in on their phone and complete it in-store.
The design was clean, modern, and easy to navigate.
Users found the automated diagnostic test convenient.
Frustrations
Confusion on how to initiate the device evaluation.
Some questions about physical damage were too technical or unclear.
No approximate time of the automated tests were given.
Kiosk app interface was slightly different from the mobile app, leading to confusion.
Limited explanation on how physical damage affects the trade-in value.
Some users found removing iOS/Android locks confusing.
Lack of confirmation message after data erasure.
No real-time chat support available for troubleshooting.
Key Insights
Users generally appreciated the speed and convenience of the trade-in process, especially the instant quote and the automated device test.
Users expressed a need for more clarity in the valuation process and guidance during certain steps (e.g., data erasure, lock removal).
Ensuring a consistent experience across the mobile app and in-store kiosk is crucial to maintaining user trust and ease of use.
USER FLOW
Device information with details will be shown automatically. User goes through series of questions about the device condition to receive grade regarding the device’s physical condition.
The Trade-in app runs a series of pre-defined tests that apply an accurate grade to the device.
User is presented with a device valuation. The device valuation is determined through API linkage to market-led or third party price indexing.
After user accepts the Trade-in offer, a Mail in or In-store options will be shown.
USER FLOW
User's device can be connected wirelessly or wired to the Retail kiosk. The app automatically detects the device. When the Trade-in app detects the device and pulls up its device detailed information, it checks if the device is eligible for trade-in.
User toggles yes or no options to answer about their device condition.
Trade-in app runs a series of automated tests that apply an accurate grade to the device.
User is presented with a device valuation. Device valuation is determined through API linkage to market-led or third party price indexing.
Once the user confirms they wish to accept or reject the Trade-in value, an option to email a copy of Trade-in results will be shown.
Optional: Pervacio Device Switch and Pervacio Data Wipe
Our client, Ingram Micro India implemented Pervacio Retail Device Trade-in across 478 Apple Stores in India.
The Pervacio solution has created significant revenue through trade-in value creation. We estimate a 10% increase in repaired trade in value creating an addition $27 million in revenue.
+ 10.3K iOS per month creating $18.5m of value annually
+ 4760 Android per month creating $8.5m of value annually
Self Serve, On Device Trade-in
Instant on device support that rivals face-to-face triage and issue resolution
In-Store Kiosk, Retail Trade-in
In-store channels that lower the cost to serve and resolve common device issue
Diagnostics
Data Wipe
Device Switch
Trade-in
Auto Grading
Solution
Battery Diagnostics
