The dealer experience in one app
Drivers are now at the center of the experience
In the new digital paradigm, mobile phones play a key role in customer experience. Audi challenged us to bring their superior and personalized customer service to a mobile application. And that’s exactly what we did. Essentially, we created Audi customers a personal Audi assistant in the palm of their hands. The Audi app offers the User to customize car details, access 24/7 support, and easily access after-sales data. By prolonging the customer experience with a post-sales application, Audi is able to ensure its users are happy throughout the product cycle.
To better understand Audi users, we conducted shadowing research that provided us quality information related to after-sales service. We went to Audi dealerships and personally observed all the processes regarding the customer journey to improve the usability of their new app. In addition, we conducted interviews with key Audi stakeholders to help us understand the challenge to ensure all opinions and ideas were accounted for.