How design thinking created an entirely new way to buy and sell cars

This presentation will teach you how to apply principles of UX beyond the screen to business models and real world customer experiences.

In a global ­first in used car retailing, Carzoos has redefined a century ­old business model by creating an entirely new way to buy and sell used cars.

This presentation outlines the entire Carzoos case study. You'll learn how design thinking helped shape not just the digital experience, but also the business model and entire customer experience. You'll how hear the exact customer pain points were identified and how design thinking overcame every one of them.

Presented by Andy Howard at UX Australia 2017

Transcript

1. Hi. @andyhoward The Village of Useful :)
7. @andyhoward The Village of Useful Co-creation. Real work happened on-site, not in ‘Slack’. Trust made it happen. 1
8. @andyhoward The Village of Useful (Proper) Financing. 2 Forget “this financial year”. UX is about the long game.
10. @andyhoward The Village of Useful Empathy. .. being the customer isn’t about trying to solve it yourself. 3
12. @andyhoward The Village of Useful Interviews at Scale. 4 Make your surveys conversation-like, and visceral.
13. @andyhoward The Village of Useful Design to Fix Problems. 5 Start with the biggest problems. Then fill in the blanks.
15. @andyhoward The Village of Useful Test, Test, & Test Again. 6 In-person moderated customer testing was most valuable.
16. @andyhoward The Village of Useful Own a Position. 7 Why isn’t brand always defined by UX?
18. @andyhoward The Village of Useful UX Insights Are > Online. 8 Stay mindful of how online insights can inform the entire experience.
20. @andyhoward The Village of Useful Keep it Disposable. 9 Beautiful sketches won’t move the needle (or get customers involved).
23. @andyhoward The Village of Useful Co-creation. Proper Financing. Empathy. Interviews at Scale. Design to Fix Problems. Test, Test & Test Again. Own a Position. UX Insights are > Online. Keep it Disposable. Recipe
24. Thank you. @andyhoward The Village of Useful :)