Category: Financial
Case Study: Client names redacted to protect the successful.
Problem
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A confusing, secretive purchase experience was causing roadblocks to smooth car sales.
If you’ve ever bought a car from a dealership, you’ve been through it – a complicated, time- consuming process made worse by too many sales associates, not enough finance folks and a system shrouded in mystery.
HIDDEN wanted to overcome these bumps in the road by evolving its digital experience service to create enhanced tools and a more streamlined process for both sales and finance managers. The end goal was to improve and simplify the customer experience from vehicle sale to driving off the lot.
Human Insight
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Consumers already distrust the car-buying process. Turns out, sales and finance staff did, too.
Very few people love the car-buying experience, due to high pressure, lack of transparency and a lot of confusion. Salespeople are frustrated too, wanting to deliver a higher level of customer service while helping educate customers about their finance and insurance options.
Solution
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Give dealer leaders and customers the wheel for faster, easier purchases.
To help HIDDEN improve its process, WONGDOODY devised a custom, all-day workshop with key client and Infosys stakeholders to create empathy maps, personas and user journeys. We also prioritized feature lists and outlined future opportunities. From those insights, we developed a roadmap, wireframes and an interactive, in-dealership financing and insurance platform prototype called HIDDEN
The prototype offers a digital process for sales and finance associates to avoid bottlenecks while allowing customers to track finance options, credit reports and insurance packages in real time. A dynamic sizzle video highlighting the HIDDEN prototype gave HIDDEN a way to engage dealer leaders during the annual dealer show. This created interest, excitement and paved the way for future iterations of the tool, along with the potential for more customers to drive away with a new HIDDEN and a great dealership experience.
