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Rolling out Cazoo's payment journeys in Europe


Cazoo transporter driving on country road

Rolling out Cazoo’s payment journeys in Europe

  • Category: Retail

You’d be forgiven for thinking that simultaneously adding new payment methods in four different markets for one of the fastest-growing companies on the continent might complicate matters, but quite the opposite was true with Cazoo and Kin + Carta.

With a mutual, unrelenting focus on customer experience and a rapidly expanding proposition for the online car retailer, we utilised our strong relationship to make its European roll-out as smooth and efficient as possible. The result was more flexibility and choice for customers, both onsite and online, delivered by a cross-functional team across some of Europe’s most active car markets.

Screenshot of Cazoo payment page

Outcomes at a glance...

Commercial efficiency

Reduced cost per transaction through Open Banking (TrueLayer)

Customer satisfaction

Increased numbers of five-star reviews from happy Cazoo customers

Payment innovation

Added new payment methods in four markets (UK, DE, ES and FR)

Two-way transactions

Allow customers to receive efficient and secure payments when selling their car to Cazoo

Optimising customer payment journeys across Europe

As part of an empowered, cross-functional team, we were able to move rapidly and efficiently throughout the process. The continuous validation with stakeholders and customers meant that the roadmap was always focused on the outcomes deemed most valuable for both the business and its customers, no matter the market and no matter the method of payment.

We’ve been there since the beginning as Cazoo’s digital partner, so we could plug straight into the customer journeys and optimise them for Cazoo's European expansion. This included reducing the fee per transaction via Open Banking, offering automatic payouts for UK car sellers and enabling SOFORT and SEPA as payment methods in the EU.

Screenshot of two Cazoo payment screens on mobile

Innovation, integration and iteration

We provided product and engineering expertise to form a blended team with Cazoo employees to look after this specific domain. Together, we set out to allow easy payment integrations for multiple use cases across a number of diverse markets, much of which was previously hindered by vendor-specific difficulties. 

As we worked iteratively towards expanding Cazoo’s payment systems in the UK and Europe, we helped build a flexible and robust service with a unified interface. For even greater efficiency and agility, we leveraged AWS’s state machine infrastructure to break the process into smaller steps for reuse between payment options.

What’s more, our collective OKRs helped us stay on track and consistently prioritise the most valuable outcomes in a rapidly changing landscape, while our experts supported Cazoo’s in-housing strategy by fully transitioning our capabilities to its internal teams.

With Cazoo’s proposition expanding rapidly both in the UK and EU, we needed a dedicated cross-functional team focussing on building easy payment integrations for payments to and from customers.

Kin + Carta provided us with product and engineering expertise to form a blended team to move forward at pace and build technically complex, but simple to use, payment journeys for our customers in the UK and Europe.

James Norton - Head of Engineering, Cazoo

Cazoo’s customer-obsessed digital partner

Not only have we had the same values and principles as Cazoo since the start, but our ways of working have always been perfectly aligned to ensure optimal speed-to-value.

Together, we operated efficiently as a cross-functional team that honed in on the most valuable outcomes at every stage of the process. It’s part of the reason why Cazoo continues to grow and our partnership in digital goes from strength to strength.

Trustpilot reviews from happy Cazoo customers
Trustpilot reviews from happy Cazoo customers

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