Reimagine the automotive dealership customer experience.
Overview
Getting a new car is exciting, but the buying process, the same for the last 100 years, can be frustrating, tedious, and time-consuming. New companies are innovating the car buying experience and elevating consumer expectations of what that experience should be.
Team Velocity offers an online marketing and sales platform for 3,000+ car dealerships across the U.S. It wanted to redesign its platform, including the customer, dealership management, and system admin experiences, to meet consumers’ elevated expectations.
We created a customer research program to inform and validate design decisions. We applied our learnings to mapping the customer journey—outlining the needs, pain points, and opportunities—and seeing where we could improve or enhance the experience.
Building on this, we shared our design concepts with potential users to gain feedback and iterate until we got it right.
The new design system allows for unprecedented customer personalization, flexibility, and the ability for dealerships to create a customized experience using our white label product. With the new platform, B2B2C customers and B2B dealerships are happier and more engaged; revenues are higher, and efficiency is at a high.
What We Did
Redesigned flagship dealership product
Redesigned dealership manager experience
New branded, themed templates
New design system for 10+ automotive brands
New personalization strategy
Outcomes
3
+
New product experiences for Team Velocity
5
New branded theme templates for Team Velocity
1
New research program for Team Velocity
3 Big Takeaways
Get end-users to adopt new products by involving them in the creation
Meet users where they are
Design for ease and flexibility
1.
Get end-users to adopt new products by involving them in the creation
We invested in getting to know our users and their wants, needs, and challenges when it came to the car buying and selling process. Getting their feedback on our designs throughout the process ensured we were creating a product they’d want to use.
2.
Meet users where they are
The typical car buying experience doesn’t consider that every customer is in a different phase of the journey. Some buyers are simply browsing, others are ready to test drive, and others are ready to think about financing. On the other side, dealers or car owners might be looking for a seamless way to service recalls and maintain or sell their vehicles. To make it easier for everyone to get relevant information in the moment, our newly designed experience presents multiple content modules on every page of the site.
3.
Design for ease and flexibility
We created a modular, component-based design system to allow for maximum customization and flexibility. Dealership managers can pick the components they want to showcase their content in a customized, compelling way.
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