Creating a seamless, personalized shopping experience online and in-store.
Our Point of View
The experience of buying a car has dramatically shifted over the past three years with new companies like Carvana, Vroom, and Roadster redefining key points in the purchase experience. Customer expectations have also shifted; they want to browse, experience, and negotiate before they ever set foot in a dealership. In this new landscape, it’s more important than ever to track and quantify interest throughout the buying and post-purchase experience and offer transparency through consistent pricing and offers. There are also big opportunities to reduce friction with personalized browsing and search experiences and upsell by intelligently serving products and offers.
KPIs
Average customer spend Average response time per channel Average review rating Brand loyalty Buying conversion rate Content engagement Conversion rate Customer lifetime value Customer satisfaction Dealership foot traffic Ecommerce sales Inventory turnover Look-to-buy ratio Online reputation and ratings Rate promotion Repeat visits Reservation abandonment Sales and market share Search ranking Speed to buy
Expertise
Accessibility design (WCAG 2.2) Brand ecosystems Car configurators CTA optimization Funnel optimization Guest journey experience design Mobile apps and configurators Offers and pricing engines Omnichannel and responsive design Payment and checkout Calculators Search optimization Service design (front and back of house) Displaying complex legal requirements Upsell matrix
Partnerships with Results
Team Velocity
3 key product redesigns for digital shopping
We partnered with Team Velocity Marketing to improve the user experience in three key areas of their Apollo Automotive Platform. Led by user research, we redesigned the customer-facing digital dealership experience, eliminating friction throughout the customer journey and implementing personalization that allows modular components to be dynamically loaded into each step of the purchase funnel.
We also created multiple themes that dealerships could use to showcase products in a compelling branded experience; a new design system enabling tier-one brand customization; and a reimagined dealership management experience built around intelligent dashboards, streamlined workflows, AI-recommended ads, and upsell matrices.
BMW Designworks
Vision concept and working prototype for future-forward car
Working alongside the BMW Designworks team, we created an in-car vision concept for a connected, battery-powered city vehicle. We collaborated with a third party to design and deploy an integrated, working automotive prototype, which was used to shape the experience of multiple vehicles including Drive 2.0, Connected Drive, and the i3 and i8 models.
CODA
Digital configurator and in-store buying experience
We helped customers build their ideal car by creating the vision and detailed designs for CODA’s new online car configurator. We also worked with leadership to create a visual concept for new dealerships including designing the customer journey and creating omnichannel in-store experiences for highly personalized shopping.
Case Studies
Automotive
Team Velocity
Reimagine the automotive dealership customer experience.
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