AutoScout24 Customer Journey

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

AutoScout24 is Germany’s largest car search portal. They challenged us to help them identify new areas in which to innovate, and to find a strategy that could help them differentiate their offer. It soon became apparent that neither the design nor marketing teams in AutoScout were in agreement on how customers actually use their service.

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

AutoScout24 is Germany’s largest car search portal. They challenged us to help them identify new areas in which to innovate, and to find a strategy that could help them differentiate their offer. It soon became apparent that neither the design nor marketing teams in AutoScout were in agreement on how customers actually use their service.

Our research with on-site user observations and -interviews uncovered a whole range of unmet needs and new potential for AutoScout24. But the most innovative aspect of the project was our immersive, physical representation of the digital customer journey, the ‚Customer Journey Experience Room‘. It helped the AutoScout‘s leadership team gain clarity on where to prioritize innovation and differentiation along the use of the service. It has also become an immersive format of onboarding and educating new employees about Scout24's target users.

Project