The dealer experience in one app
Drivers are now at the center of the experience.
These days, the automobile brands focus on cars that offer services to people leaving in the background xenon headlights or reclining seats. In this new paradigm, mobile phone plays a key role because it eases access to these services. It’s a Swiss Army knife that allows us to customise the car to the smallest detail. Among this range of services, there are the after-sales and support ones offered by the official dealership. And this is the challenge that Audi proposed us: moving the excellence of their personalised service to mobile phone.
We used Shadowing for better understanding users. A research method that provided us quality information related to after-sales service. In the car dealerships we have observed and learned all the processes regarding with users experience to improve the usability of the app. In addition, interviews with stakeholders of Audi helped us out to understand the reality in detail.