Drive performance with an immersive customer journey
In our interviews with employees it became apparent that the various teams at AutoScout24 had different views on how customers used their service. In addition, our in-home user observations revealed specific pain points and insights when their customers used their service.
"An effective tool to understand your customers better, is working with the customer journey. It spans all touchpoints of a customer describing the individual transactions with a product or service. Successful brands develop a seamless and appealing end-to end experience interconnecting these various touchpoints."
Anne Schloesser, Partner
Transforming a digital into a physical experience
Instead of presenting AutoScout24’s digital customer journey on a 2D map or in a digital format, we chose a more immersive way: We built a “Customer Journey Experience Space” which made the digital customer journey tangible in all its details.
Together with the teams we uncovered a whole range of unmet needs and new potential for AutoScout24. In our evaluation the leadership team gained clarity on priorities for innovation and differentiation along the user journey of the service. Major process improvements were realized consequently and are helping AutoScout24 to keep its leading position in the market.
We are also proud that our “Customer Journey Experience Space” has delivered sustained impact: It has become an integral part of onboarding and educating employees on AutoScout24’s users.
AutoScout24, the largest online car marketplace in Europe, saw the need to become more innovative to make their service more unique. Their challenge to us design-thinkers was to identify new areas of potential growth and deliver a process for their team to become more innovative themselves.