Context
Trading in a phone requires the customer to assess its condition honestly, then trust the quoted number reflects it. Overstate the condition and the final offer drops on inspection, which reads as a bait and switch; understate it and the customer walks away from money they were owed. Each of the eight European markets had its own regulatory requirements and commercial priorities, which pushed naturally toward eight different journeys and eight places for the experience to drift apart.
Approach
Held the platform together with a single design system rather than a market by market build, coordinating with nine product owners and their development teams to keep releases aligned. The assessment was a short sequence of plain condition questions, each phrased around what the customer can actually see, with concrete examples of what counts as wear against damage. The quote holds for seven days, so no one is forced to decide inside the flow. Multi-language user testing and pricing experiments ran across all eight markets.
Outcome
Drop-off fell 32% for users trading in a phone. The platform shipped into eight markets on one design system, coordinated across nine product owners and their development teams to keep releases on time.