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Case Study of the

new In-Store Experience

Case Study of

the new In-Store

Experience

Case Study of the

new In-Store Experience

Serves 95% of customers who begin a deal online

and transition in-store, providing the industry's

best experience in the USA and Canada.

Serves 95% of customers who begin a

deal online and transition in-store,

providing the industry's best

experience in the USA and Canada.

Serves 95% of customers who begin a deal online

and transition in-store, providing the industry's

best experience in the USA and Canada.

Dealers

1860

Features

150+

Date

2022

Dealers

1860

Features

150+

Date

2022

Dealers

1860

Features

150+

Date

2022

My Role

My Role

Due to my role as the Senior Product Designer in the team, I was responsible for all aspects of the design process from start to finish.

Due to my role as the Senior Product Designer in the team, I was responsible for all aspects of the design process from start to finish.

→ Defining and Understanding the Problem

→ User and Market Research

→ Brainstorming

→ Flowchart

→ UI/UX Design

→ Prototyping

→ Usability Testing

→ Documentation for DEV

→ Defining and Understanding the Problem

→ User and Market Research

→ Brainstorming

→ Flowchart

→ UI/UX Design

→ Prototyping

→ Usability Testing

→ Documentation for DEV

Challenges

Challenges

Lack of seamless transition between online and in-store car-buying.

Lack of seamless transition between online and in-store car-buying.

Dealers couldn't modify VR(The customer's car purchase steps and features.) deals in-store.

Dealers couldn't modify VR(The customer's car purchase steps and features.) deals in-store.

No continuous experience for customers moving from online to showroom.

No continuous experience for customers moving from online to showroom.

No mechanism to resume a customer's VR deal in-store.

No mechanism to resume a customer's VR deal in-store.

Difficult access and management of customer records.

Difficult access and management of customer records.

Lack of tools for sales managers to assist customers.

Lack of tools for sales managers to assist customers.

Goals

Goals

Develop features for a comprehensive in-store experience.

Develop features for a comprehensive in-store experience.

Empower dealers to edit VR deals in-store.

Empower dealers to edit VR deals in-store.

Ensure a smooth buying journey from online to in-store.

Ensure a smooth buying journey from online to in-store.

Allow dealers to resume VR deals in-store.

Allow dealers to resume VR deals in-store.

Implement a user-friendly login system for efficient record access.

Implement a user-friendly login system for efficient record access.

Introduce tools for effective customer assistance.

Introduce tools for effective customer assistance.

Allow dealers to edit VR deals proactively for personalization.

Allow dealers to edit VR deals proactively for personalization.

The project involves collaboration between Customers,

Sales Representatives, Dealership admins, and Various CRM tools.

Therefore, I have also created prototypes for each flow.

The project involves collaboration

between Customers, Sales

Representatives, Dealership

admins, and Various CRM tools.

Therefore, I have also created

prototypes for each flow.

I like showing the flows on real screens. This also provides

great convenience when discussing the flows.

I like showing the flows on real

screens. This also provides

great convenience when

discussing the flows.

It took approximately 6 months, and we held meetings twice a week

with the CTO (Ryan Osten), Product Manager (Joe Pfau, Kat Cobb), Design

Team Lead (Yaroslav Samoylov), and some dealers (Toyota, Kia) to review the screens.

It took approximately 6 months, and

we held meetings twice a week

with the CTO (Ryan Osten),

Product Manager (Joe Pfau, Kat Cobb),

Design Team Lead (Yaroslav Samoylov),

and some dealers (Toyota, Kia) to

review the screens.

It took approximately 6 months, and we held meetings twice

a week with the CTO (Ryan Osten), Product Manager

(Joe Pfau, Kat Cobb), Design Team Lead (Yaroslav Samoylov),

and some dealers (Toyota, Kia) to review the screens.

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