AutoScout24 Customer Journey

How can we make a car search portal more innovative and unique?

How can we make a car search portal more innovative and unique?

AutoScout24 is Germany’s largest car search portal. They approached us with the challenge to help them identify new areas in which to innovate. In discussions with the design and marketing teams, it soon became apparent that they were lacking a clear consensus of how customers actually use their service. studiomem conducted a series of on-site user observations and interviews and discovered several areas of opportunity for innovation. But the most innovative aspect of the project an immersive, physical representation of AutoScout’s digital customer journey, the 'Customer Journey Experience Room'. It helped the group’s leadership team gain clarity on where and how to prioritize innovation and differentiation lies. The Experience Room is now used for creative sessions related to customer needs and the training of new employees.

Project