What we did
The work to define K-Auto's strategic vision for a multichannel customer experience took place in close collaboration with the company's brand strategy and customer journey mapping streams. We gathered existing development ideas, interviewed K-Auto sales and maintenance staff and utilised insights from the customer journey mapping stream. Together with the key stakeholders, we prioritized the ideas based on customer and business value, and started prototyping the ideas.
Using the quick prototypes we validated the ideas with K-Auto customers and then created a roadmap for development of digital channels, both customer facing services and supporting tools for the K-Auto staff to provide more personalised and seamless customer experience.
The strategic work was followed by a website redesign and improvements to K-Auto’s selection of web services, in conjunction with the client's brand identity renewal. We found several service areas ripe for development, the most important of which was a car search function based on driver needs. Usually cars are searched based on price tag or technical specifications, which is insufficient for most customer segments. The new search function allows potential buyers to find the right car by answering simple questions related to how and where they will use the car. The search is easy to use, but technically sophisticated, using multiple data sources and functions to obtain the required information. Basically, the cars are turned into data models that answer the customers’ questions.
Read more on our human centered design approach