{"id":5272,"date":"2025-10-16T06:00:00","date_gmt":"2025-10-16T13:00:00","guid":{"rendered":"https:\/\/clarity.microsoft.com\/case-studies\/?p=5272"},"modified":"2025-11-13T13:08:24","modified_gmt":"2025-11-13T21:08:24","slug":"instacar","status":"publish","type":"post","link":"https:\/\/clarity.microsoft.com\/case-studies\/instacar\/","title":{"rendered":"instacar"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">How&nbsp;instacar&nbsp;Used Microsoft Clarity to Streamline Digital Leasing and Increase Conversions&nbsp;&nbsp;&nbsp;<\/h2>\n\n\n\n<p><em>When&nbsp;instacar&nbsp;set out to modernize vehicle leasing in Greece, they needed visibility into every step of the customer journey. By using Microsoft Clarity to understand real user behavior, the team uncovered hidden friction, improved usability, and boosted conversions across web and mobile.<\/em>&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">About&nbsp;instacar&nbsp;<\/h2>\n\n\n\n<p>Launched in&nbsp;2019&nbsp;by&nbsp;Antonis&nbsp;Samothrakis&nbsp;and Antonis Zois,&nbsp;<a href=\"https:\/\/www.instacar.gr\/\" target=\"_blank\" rel=\"noreferrer noopener\">instacar<\/a>&nbsp;is redefining how people and businesses in Greece access vehicles. What started as a vision to modernize the rigid leasing industry has evolved into a fully digital mobility platform \u2014 one that combines flexibility, transparency, and customer-first design.&nbsp;<\/p>\n\n\n\n<p>Today,&nbsp;instacar&nbsp;offers a seamless digital leasing experience for both individuals and small-to-medium businesses. Through its website, mobile app, and internal fleet management system, customers can lease, buy, or manage vehicles end-to-end \u2014 from selecting a car to signing, uploading financial documents, and scheduling delivery.&nbsp;<\/p>\n\n\n\n<p>As the platform expanded, so did its need to ensure every digital interaction \u2014 from quote requests to document uploads \u2014 was intuitive, fast, and reliable.&nbsp;<\/p>\n\n\n\n<p>To solve this problem, Dimosthenis Avgeris, Head of Product at&nbsp;instacar, decided to dig deeper than surface-level metrics and&nbsp;understand each of these user interactions.&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The Challenge&nbsp;<\/h2>\n\n\n\n<p>instacar\u2019s booking process is the heartbeat of its business. The journey involves multiple critical steps, including&nbsp;requesting a leasing quote,&nbsp;uploading&nbsp;financial documents, completing payments, and finally confirming delivery.&nbsp;<\/p>\n\n\n\n<p>But while&nbsp;high-level&nbsp;analytics&nbsp;tools&nbsp;showed drop-offs within the flow, the&nbsp;<em>why<\/em>&nbsp;behind them remained unclear.&nbsp;<\/p>\n\n\n\n<p>\u201cUsers often dropped off or made errors, but it&nbsp;wasn\u2019t clear at which step or why,\u201d&nbsp;said&nbsp;Avgeris.&nbsp;\u201cSince most of our traffic is mobile, we needed to be sure the flow was robust on all device types and screen sizes\u2014something that&nbsp;wasn\u2019t&nbsp;visible with numbers alone.\u201d&nbsp;<\/p>\n\n\n\n<p>The team faced several challenges:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Unclear drop-off points<\/strong>&nbsp;in the quote and document upload flow.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Mobile usability issues<\/strong>, with CSS or UI inconsistencies affecting experience on certain devices.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Friction in exploration<\/strong>, as users&nbsp;navigated&nbsp;car listings, filters, and pricing tools.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Limited visibility<\/strong>&nbsp;into how users&nbsp;understood&nbsp;the platform\u2019s unique selling points or&nbsp;handled&nbsp;complex interactions like financial form uploads.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>Traditional tools like Google Analytics provided aggregate&nbsp;data but&nbsp;lacked the session-level insight needed to&nbsp;identify&nbsp;and fix specific moments of confusion or frustration.&nbsp;<\/p>\n\n\n\n<p>That\u2019s&nbsp;where Clarity came in.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The Solution&nbsp;<\/h2>\n\n\n\n<p>To bridge that gap,&nbsp;instacar&nbsp;implemented&nbsp;<strong>Microsoft Clarity<\/strong>&nbsp;across both its website and mobile app.&nbsp;<\/p>\n\n\n\n<p>With Clarity\u2019s&nbsp;<a href=\"https:\/\/clarity.microsoft.com\/session-recordings?utm_medium=home&amp;utm_source=ClarityCaseStudies&amp;utm_campaign=Growth\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>session recordings<\/strong><\/a><strong>,&nbsp;<\/strong><a href=\"https:\/\/clarity.microsoft.com\/heatmaps?utm_medium=home&amp;utm_source=ClarityCaseStudies&amp;utm_campaign=Growth\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>heatmaps<\/strong><\/a><strong>, and&nbsp;smart&nbsp;events<\/strong>, the team gained the visibility they needed to:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Watch real user sessions end-to-end.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Detect rage clicks, slow load times, and usability issues.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Track engagement with key elements like filters, forms, and galleries.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>\u201cMonitoring the full funnel with Clarity meant we could quickly detect where users experienced delays, confusion, or technical difficulties, and make targeted improvements,\u201d Avgeris explained.<\/p>\n\n\n\n<p>By combining Clarity\u2019s qualitative insights with quantitative metrics,&nbsp;instacar\u2019s&nbsp;product, engineering, and marketing teams could prioritize high-value fixes and move quickly from insight to action.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What They Changed&nbsp;<\/h2>\n\n\n\n<p>Using insights from Microsoft Clarity,&nbsp;instacar&nbsp;launched a series of data-driven UX and performance improvements across its booking flow and website:&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1. Smart Filters for Car Discovery&nbsp;<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Redesigned the&nbsp;car listing&nbsp;filters to be more intuitive and mobile-friendly.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Made the entire filter row clickable instead of just the checkbox, reducing frustration and improving the speed of product exploration.&nbsp;<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"614\" src=\"https:\/\/clarity.microsoft.com\/case-studies\/wp-content\/uploads\/2025\/10\/Instacar-Smart-Filters-Comparison-1024x614.png\" alt=\"instacar smart filters before and after comparison\" class=\"wp-image-5307\" srcset=\"https:\/\/clarity.microsoft.com\/case-studies\/wp-content\/uploads\/2025\/10\/Instacar-Smart-Filters-Comparison-1024x614.png 1024w, https:\/\/clarity.microsoft.com\/case-studies\/wp-content\/uploads\/2025\/10\/Instacar-Smart-Filters-Comparison-300x180.png 300w, https:\/\/clarity.microsoft.com\/case-studies\/wp-content\/uploads\/2025\/10\/Instacar-Smart-Filters-Comparison-768x461.png 768w, https:\/\/clarity.microsoft.com\/case-studies\/wp-content\/uploads\/2025\/10\/Instacar-Smart-Filters-Comparison.png 1250w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">2. Pagination Implementation&nbsp;<\/h3>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"936\" height=\"406\" src=\"https:\/\/clarity.microsoft.com\/case-studies\/wp-content\/uploads\/2025\/10\/image-1.png\" alt=\"\" class=\"wp-image-5276\" srcset=\"https:\/\/clarity.microsoft.com\/case-studies\/wp-content\/uploads\/2025\/10\/image-1.png 936w, https:\/\/clarity.microsoft.com\/case-studies\/wp-content\/uploads\/2025\/10\/image-1-300x130.png 300w, https:\/\/clarity.microsoft.com\/case-studies\/wp-content\/uploads\/2025\/10\/image-1-768x333.png 768w\" sizes=\"auto, (max-width: 936px) 100vw, 936px\" \/><\/figure>\n\n\n\n<p>Added pagination to long lists of cars, improving page&nbsp;performance,&nbsp;and making it easier for users to navigate listings without feeling overwhelmed.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3. Car Gallery Redesign&nbsp;<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Revamped the car image viewing experience with an enhanced gallery and mobile navigation.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Added zoomable images and easier swipe functionality to make browsing vehicle details smoother and more engaging.&nbsp;<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"936\" height=\"535\" src=\"https:\/\/clarity.microsoft.com\/case-studies\/wp-content\/uploads\/2025\/10\/image-4.png\" alt=\"\" class=\"wp-image-5280\" srcset=\"https:\/\/clarity.microsoft.com\/case-studies\/wp-content\/uploads\/2025\/10\/image-4.png 936w, https:\/\/clarity.microsoft.com\/case-studies\/wp-content\/uploads\/2025\/10\/image-4-300x171.png 300w, https:\/\/clarity.microsoft.com\/case-studies\/wp-content\/uploads\/2025\/10\/image-4-768x439.png 768w\" sizes=\"auto, (max-width: 936px) 100vw, 936px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">4. Streamlined Financial Form &amp; Document Uploads&nbsp;<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Redesigned the multi-step quote and financial data collection process.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Simplified document upload screens with clear CTAs, error handling, and guidance to reduce user confusion.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Ensured the flow worked seamlessly across devices and screen sizes.&nbsp;<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"490\" height=\"936\" src=\"https:\/\/clarity.microsoft.com\/case-studies\/wp-content\/uploads\/2025\/10\/image-3.png\" alt=\"\" class=\"wp-image-5279\" srcset=\"https:\/\/clarity.microsoft.com\/case-studies\/wp-content\/uploads\/2025\/10\/image-3.png 490w, https:\/\/clarity.microsoft.com\/case-studies\/wp-content\/uploads\/2025\/10\/image-3-157x300.png 157w\" sizes=\"auto, (max-width: 490px) 100vw, 490px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">5. Fully Digital \u201cAdd Driver\u201d Feature&nbsp;<\/h3>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"614\" src=\"https:\/\/clarity.microsoft.com\/case-studies\/wp-content\/uploads\/2025\/10\/Instacar-Add-Drivers-Comparison-1024x614.png\" alt=\"before and after comparison of instacar add drivers page\" class=\"wp-image-5301\" srcset=\"https:\/\/clarity.microsoft.com\/case-studies\/wp-content\/uploads\/2025\/10\/Instacar-Add-Drivers-Comparison-1024x614.png 1024w, https:\/\/clarity.microsoft.com\/case-studies\/wp-content\/uploads\/2025\/10\/Instacar-Add-Drivers-Comparison-300x180.png 300w, https:\/\/clarity.microsoft.com\/case-studies\/wp-content\/uploads\/2025\/10\/Instacar-Add-Drivers-Comparison-768x461.png 768w, https:\/\/clarity.microsoft.com\/case-studies\/wp-content\/uploads\/2025\/10\/Instacar-Add-Drivers-Comparison.png 1250w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Transformed a previously manual, pre-delivery process into a self-service flow accessible&nbsp;in both app and web&nbsp;experiences.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Enabled subscription owners to invite&nbsp;additional&nbsp;drivers by email, with invitees completing the process digitally.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Incorporated clear CTAs,&nbsp;required&nbsp;uploads, and in-flow error messaging for better guidance.&nbsp;<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">6. Marketing Campaign Visibility&nbsp;<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Redesigned promotional elements on&nbsp;the car page and car list experiences&nbsp;to&nbsp;reduce&nbsp;cognitive load and highlight active campaigns more effectively.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Reorganized sections like \u201cSimilar Cars\u201d to improve product discovery and encourage exploration.&nbsp;<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">7. Overall Usability &amp; Friction Reduction&nbsp;<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Addressed UI inconsistencies and device-specific issues&nbsp;identified&nbsp;in Clarity session recordings.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Optimized&nbsp;interactive elements to reduce frustration, such as rage clicks on filters or gallery navigation.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Implemented small but meaningful UX tweaks across the booking flow, vehicle listings, and post-quote actions.&nbsp;<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">The Results&nbsp;<\/h2>\n\n\n\n<p>The cumulative effect of Clarity-driven improvements was significant:&nbsp;<\/p>\n\n\n\n<p><\/p>\n\n\n<figure class=\"wp-block-table\" style=\"display: block; max-width: 1000px !important; margin: 0 auto;\">\n<table style=\"width: 100%; max-width: 100%; table-layout: fixed; word-break: break-word; overflow-wrap: break-word; box-sizing: border-box;\">\n<tbody>\n<tr>\n<td class=\"has-text-align-center\" colspan=\"3\" data-align=\"center\">\n<h3>Performance &amp; Stability\u00a0<\/h3>\n<\/td>\n<\/tr>\n<tr>\n<td class=\"has-text-align-center\" data-align=\"center\"><strong>28% decrease<\/strong> in average page load time\u00a0<\/td>\n<td class=\"has-text-align-center\" data-align=\"center\"><strong>25% reduction<\/strong> in rage clicks from slow-loading content\u00a0\u00a0<\/td>\n<td class=\"has-text-align-center\" data-align=\"center\"><strong>14% decrease<\/strong> in mobile session abandonment\u00a0\u00a0\u00a0<\/td>\n<\/tr>\n<tr>\n<td class=\"has-text-align-center\" colspan=\"3\" data-align=\"center\">\n<h3>User Experience &amp; Engagement\u00a0<\/h3>\n<\/td>\n<\/tr>\n<tr>\n<td class=\"has-text-align-center\" data-align=\"center\"><strong>17% increase<\/strong> in image interaction rates\u00a0<\/td>\n<td class=\"has-text-align-center\" data-align=\"center\"><strong>13% increase<\/strong> to user engagement times\u00a0<\/td>\n<td class=\"has-text-align-center\" data-align=\"center\"><strong>21% increase<\/strong> in user engagement with the pricing filter\u00a0<\/td>\n<\/tr>\n<tr>\n<td class=\"has-text-align-center\" data-align=\"center\"><strong>26% increase<\/strong> in filter-driven searches\u00a0<\/td>\n<td class=\"has-text-align-center\" data-align=\"center\"><strong>18% more cars<\/strong> viewed per user session\u00a0<\/td>\n<td class=\"has-text-align-center\" data-align=\"center\"><strong>90% reduction<\/strong> in rage clicks on filters\u00a0<\/td>\n<\/tr>\n<tr>\n<td class=\"has-text-align-center\" colspan=\"3\" data-align=\"center\">\n<h3>Conversion &amp; Funnel Progression\u00a0<\/h3>\n<\/td>\n<\/tr>\n<tr>\n<td class=\"has-text-align-center\" data-align=\"center\"><strong>7% increase<\/strong> in conversions\u00a0<\/td>\n<td class=\"has-text-align-center\" data-align=\"center\"><strong>49% increase<\/strong> in post-quote form completion rates\u00a0\u00a0<\/td>\n<td class=\"has-text-align-center\" data-align=\"center\"><strong>15% increase<\/strong> in form submission rates for cars featured in active campaigns\u00a0<\/td>\n<\/tr>\n<tr>\n<td class=\"has-text-align-center\" data-align=\"center\"><strong>61% increase<\/strong> in add driver completion rates\u00a0<\/td>\n<td class=\"has-text-align-center\" data-align=\"center\"><strong>100%+ increase <\/strong>in add driver interactions\u00a0<\/td>\n<td class=\"has-text-align-center\" data-align=\"center\">\u00a0<\/td>\n<\/tr>\n<tr>\n<td class=\"has-text-align-center\" colspan=\"3\" data-align=\"center\">\n<h3>Support &amp; Operational Efficiency\u00a0<\/h3>\n<\/td>\n<\/tr>\n<tr>\n<td class=\"has-text-align-center\" data-align=\"center\"><strong>12% reduction<\/strong> in customer support inquiries\u00a0<\/td>\n<td class=\"has-text-align-center\" data-align=\"center\"><strong>57% reduction<\/strong> in customer support calls for requests to add drivers\u00a0<\/td>\n<td class=\"has-text-align-center\" data-align=\"center\"><strong>Reduced manual processing<\/strong> time by streamlining credit workflows\u00a0<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/figure>\n\n\n<p>These enhancements not only improved conversion rates and reduced support workload but also created a smoother, more intuitive digital experience that strengthened user trust.&nbsp;<\/p>\n\n\n\n<p>\u201cMicrosoft Clarity proved invaluable by offering detailed, real-time insights into user behavior that traditional analytics overlook,\u201d said Avgeris. \u201cIt revealed precise pain points, unexpected user paths, and areas of friction across our site, enabling us to prioritize fixes based on actual user struggles rather than assumptions.\u201d&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Conclusion&nbsp;<\/h2>\n\n\n\n<p>For&nbsp;instacar, Clarity has become more than a UX optimization tool;&nbsp;it\u2019s&nbsp;an integral part of their product development process. By combining behavioral data with experimentation and cross-team collaboration, the company continues to refine its digital experience and accelerate growth.&nbsp;<\/p>\n\n\n\n<p>\u201cClarity helped us see exactly how users interact with our website, app &amp; internal fleet&nbsp;management&nbsp;tool, highlighting frustrations and showing us where to focus our efforts,\u201d said Avgeris. \u201cClarity is now part of how we make ongoing improvements, with decisions grounded in what users&nbsp;actually do,&nbsp;not just what we assume.\u201d&nbsp;<\/p>\n\n\n\n<p>By keeping the customer\u2019s real journey at the center,&nbsp;and using Clarity to illuminate it,&nbsp;instacar&nbsp;continues to deliver on its mission: making modern mobility simple, flexible, and digital for everyone in Greece.&nbsp;<\/p>\n\n\n\n<p><strong>Love using Clarity?&nbsp;<\/strong><a href=\"https:\/\/forms.office.com\/Pages\/ResponsePage.aspx?id=v4j5cvGGr0GRqy180BHbRzibvkrjBeFJmfRVCIoYJitUNlI2Uk1HUkY2WVFNUFVPSkM0NzNYUDVGSi4u\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Share your success<\/strong><\/a><strong>&nbsp;story with us!<\/strong>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p><a href=\"https:\/\/clarity.microsoft.com\/case-studies\/brainstorm-force\/82f35e48-7129-4134-9f4d-ba1e13dcbc4d\/\">instacar Uses Microsoft Clarity to Transform Vehicle Leasing<\/a><\/p>\n","protected":false},"author":10,"featured_media":5300,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_uag_custom_page_level_css":"","footnotes":""},"categories":[4],"tags":[],"class_list":["post-5272","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-studies"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v16.3 - 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