We make sure design, tech and business goals are aligned
Strategy as process
“A new service for purchasing a car, making sure the brand and its values remained untouched.”
The e-tron is Audi´s firstborn fully electrical car, arriving on the market in 2019. Months prior to launch, there were over 7 000 customers tripping in line to put themselves on a reservation list. Together with Audi and Ateles, we’ve developed a digital reservation solution, which manage customers´ expectations, simplify the retailers’ processes of preparing and delivering the cars, and reduce the amount of manual labour with purchase orders.
We gathered a mix of retailers, employees, marketing and IT, plus designers, analysts, service designers and process managers from Making Waves for a two-day hackathon. With Customer Journey Mapping and multidisciplinary group work, we developed four different concepts for how the process, from customer interest to ready delivered car, could be made as smooth as possible. Self-service and high predictability were main drivers here. In the following weeks, we worked in design sprints, conducted user tests and interviews, and carried out Open Galleries, meaning open exhibitions where the business side and employees could add input. Through iterations and constant user testing, we identified the strengths and weaknesses that helped us define the perfect solution.
We’ve developed a future-proof web service, personalised and distributed to more than 7 000 customers. This way, we’ve empowered the customers to configure, order and securely pay for their new electric car. The number of inquiries on the phone and through email have been significantly reduced, and the car retailers have a solution they themeselves helped creating. Furthermore, the solution will be the template for similar services for their other car brands: VW, Škoda and SEAT.
You can find Audi’s new service here.
Strategy as process
Chat & voice bots