Upgrade to Pro — share decks privately, control downloads, hide ads and more …

UXINDIA17 - Bringing Suzuki car’s showroom experience online

D7424ff0e1dc983d898de62c7496c321?s=47 uxindia
November 20, 2017

UXINDIA17 - Bringing Suzuki car’s showroom experience online

Bringing Suzuki car’s showroom experience online

D7424ff0e1dc983d898de62c7496c321?s=128

uxindia

November 20, 2017
Tweet

Transcript

  1. None
  2. SUZUKI CASE STUDY: TURNING GIANT LEAPS INTO SMALL STEPS ROB

    VARNEY #FOOLPROOF_UX
  3. None
  4. None
  5. None
  6. None
  7. THE GAPS WE NEEDED TO FILL – Understand customer expectations

    and mindset – Understand the interplay of online and offline, and the role of suzuki.co.uk – Develop design principles to inform design direction
  8. CX DESIGN PLAN PROOF OF CONCEPT MINI FOCUS GROUPS DEALER

    VISITS 2 WEEKS
  9. None
  10. THE ROLE OF THE WEBSITE RESEARCH Help users compare the

    range Assist with basic fact finding COMMIT Making the handover between the site and the dealership seamless SHORTLIST Emotionally engage users in specific model and communicate main benefits Offer some form of independent review content or ratings COMPARE Aid comparison of trim levels and features Highlight value for money Personalise and “make it yours” TIME INVESTED HERE VARIED THE MOST
  11. CX DESIGN PLAN PROOF OF CONCEPT RESEARCH AMNESTY MINI FOCUS

    GROUPS DEALER VISITS 2 WEEKS PROTOTYPE ONE-TO-ONE TESTING DEALER VISITS 6 WEEKS
  12. None
  13. THREE MINDSETS ONLINE FIRST The internet keeps me in control

    of decision making, rather than the dealer.
  14. THREE MINDSETS ONLINE FIRST The internet keeps me in control

    of decision making, rather than the dealer. DEALER FIRST There’s no point in seeing pictures online, I have to actually see and touch the car.
  15. THREE MINDSETS ONLINE FIRST The internet keeps me in control

    of decision making, rather than the dealer. DEALER FIRST There’s no point in seeing pictures online, I have to actually see and touch the car. I browse for cars both online and offline. They both have different things to offer. AGNOSTIC
  16. DEALER ONLINE AGNOSTIC

  17. CX DESIGN PLAN RITE WITH FORTNIGHTLY ONE-TO-ONE TESTING DEALER VISITS

    8x DESIGN & DEV CYCLES 5 MONTHS DEPLOY & OPTIMISE PROGRAMME OF QUANT & QUAL RESEARCH ONGOING RESEARCH AMNESTY MINI FOCUS GROUPS DEALER VISITS PROOF OF CONCEPT 2 WEEKS PROTOTYPE ONE-TO-ONE TESTING DEALER VISITS 6 WEEKS
  18. None
  19. None
  20. None
  21. None
  22. None
  23. None
  24. GIANT LEAPS TO SMALL STEPS Determine what role or roles

    your website plays in your customer’s buying journey, and why by speaking to them and the people who sell to them throughout the design process. 1
  25. GIANT LEAPS TO SMALL STEPS Set expectations about where they

    are in the decision making process, and what to expect next. 2
  26. GIANT LEAPS TO SMALL STEPS Really illustrate, in detail, what

    the product is like to touch and feel. This creates an emotional connection between the product and potential buyers. 3
  27. . GIANT LEAPS TO SMALL STEPS Allow for easy comparison

    across different ranges and options, so customers know what they’re looking for when they’re in store. 4
  28. . GIANT LEAPS TO SMALL STEPS Understand which factors will

    get your product or service on the shortlist. 5
  29. . GIANT LEAPS TO SMALL STEPS Your website can’t do

    it all: recognise which help and support is best offered in the right channel. 6
  30. . GIANT LEAPS TO SMALL STEPS Recognise your customer when

    they come in-store from an online channel, keep the conversation going afterwards if they go back online again. 7
  31. GIANT LEAPS TO SMALL STEPS Speak to people 1 2

    Set expectations 3 Illustrate the product 4 Easy comparison 5 6 The web can’t do it all 7 Keep the conversation going Get on the shortlist