WE LEARNED —

Providing the level of customer service expected of a high-end online business is difficult to do without a smooth and intuitive user experience. The RealReal’s consignors are selling luxury items worth thousands of dollars—it’s high touch and high expectations. The details, quality of design and code, and overall digital experience matter all the more.

THE ASK —

As a luxury consignment site, The RealReal relies on people sending them high-end goods for resale. No consignors, no inventory. Because of this, they needed experienced UI & UX design specialists to analyze and reimagine their consignor onboarding and sales process, as well as the buyer experience, to make selling and buying with them as friction-free as possible. Thankfully, they chose us.

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WHAT WE DID & HIGHLIGHTS —

We set out to eliminate as much friction as possible, from the moment a prospective consignor lands on the site to the second they ship their goods. What followed was an 80-page UX audit that analyzed the consignor and buyer flows, scouring for every opportunity to optimize and fine-tune—whether that was removing one unnecessary step or adjusting the placement of a single button. We also dug into the analytics (Amplitude and Google Analytics) to unearth data-driven insights on how to improve conversions. Through this, we diagnosed drop-off points and recommended ways to remove barriers to entry.

From there, we designed a new flow aligned to The RealReal’s internal business processes to help them capture more leads, turn those into opportunities, and convert those into consignments. The process was collaborative and iterative. We built out interactive prototypes, The RealReal A/B tested them, and we refined the flow until we saw a significant improvement in performance.

OUR BIGGEST WINS —

• The new and improved Consignment Landing Page. We designed a clean, minimal landing page with ample white space, pops of bright green, and elevated single-stroke iconography that exudes sophistication worthy of a luxury goods shopping experience. Plus, we designed a dashboard that gives consignors stats on what they’ve sold and how much they’ve earned as well as personalized tips on how they can earn more.
  
  
• Get Paid Now, an on-the-spot payment initiative that encourages users to send items in quickly for a faster payout over waiting to consign.
  
  
• A fresh digital design system and style guide that brings cohesion and consistency to The RealReal brand.
  
  All in all, we created a smooth digital experience that coaxes consignors into signing up and selling more items, resulting in more business for The RealReal.
  

LET'S TALK —

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