Flexible,
Connected,
Full-Lifecycle Car Shopping. 
How do we transform the usual 6-month chore of research & deliberation into driving a Volvo within a week?

In the context of the historically disconnected and challenging car-shopping process, evolving consumer capabilities & mindsets, and the growth of new models of access to private car use—such as subscriptions, on-demand access, etc.—we needed to articulate a vision for a seamless next-generation customer experience that could be quicker, not draining of time, energy and goodwill, and serve as the foundation of a positive relationship between the customer, the retailer, and the brand. 

Defining new concepts and gathering known pain points & propositions from across the organisation, we distilled a set of stories to illustrate how such a full-lifecycle relationship with the customer—one that leveraged a more modular & flexible selection, configuration, and sequencing of the elements of the experience, and utilized a unified platform to connect information, processes and experiences across channels & touch points—might work. 

The following are a selection of moments from those stories: 

Meet the customer where they are
_

Extend the core retail and dealership functions—product demo, test drive, financing, accessories, etc.—out into the customer’s world and timeframe. Build knowledge, trust and commitment earlier in the process

Let the car
sell itself
_

Increase customer confidence in their selection by allowing them to try the everyday ownership experience in the shopping process, allowing them to make a better-informed decision

Capture the process, host the conversation, and facilitate progress
_

Allow the different influencing parties—shopper, friends & family, retail, etc.—to play to their respective strengths by consolidating all information generated by the research process

Activate
retail
_

Extend the platform to create continuity between the digital and retail experiences

Connect to dealer management systems to provide 360 support

Help them make the best of their vehicle
_

Maximise customer understanding and adoption of new features and technologies.

Apply behavioral intelligence to make everyday driving & ownership the basis for ongoing product optimization, and a more continuous relationship between the customer, their retailer, and the brand