In-store Car Shopping Exp.
WHAT IS IT
Roadster embodies the full-stack car shopping experience, from dealership desking admin and storefront presentation to online shopping. This case study covers works for the portion of the in-store car shopping experience.
USER BEHAVIORS
Sales agents spend 40 min to 4 hours with customers before handing them off to the finance manager. Through data, site shadowing, and interviews, we have learned user behaviors such as:
The longer customer awaits the lower the customer satisfaction rate.
Customers don’t like to be left alone by the agents.
U.S. car shoppers are less on top of their finance.
Customers are more comfortable buying cars online, but test drives or physically seeing the vehicle are still crucial.
To summarize, agents need to shorten the processing time and not leave their desks. Learn about the customer finance info without causing any discomfort, and connect the online and in-store shopping experiences.
Easy peasy…
PROBLEMS TO SOLVE
After the customers are greeted and checked in, the sales agents need to find the vehicle of interest, check credit for the budget, process trade-ins, and collect all documents.
Over 90% of the sales agents would operate off their desktops, however, due to privacy requirements and some customers prefer filling out their sensitive information on their own devices. Tasks must be shared across all 3 devices; agent’s desktop, agent’s mobile device, and customer’s mobile device.
SITE SHADOWING & COMPETITOR RESEARCH
DREAM STATE & LOW-FI
MVP HI-FI
