The day I was tasked with this mission everyone at that meet knew this new service couldn’t be just another after sales product focused on selling more but get users satisfied.

Make it unique, lasts in my mind after the kick-off. Surely there was something that could make it unique. Audi Spain has great rivals in the market with big investments so the first thing we’ve done is leave the office and start talking to everyone who will be in the service, from clients to workers.

What clients expect?

Would they have another app for this service?

What could make us different?

Research methodology

1. Focus groups with clients and workers.
2. In-depth interviews.
3. Shadowing inside after sales flow.
4. Creation of personas.
5. Insight analysis and synthesis.
6. Pattern search.
7. Desktop bench marking

Some insights

The best moment to make a plus when talking about take care abut your brand-new car is just the moment before you drive it the first time ¿Obvious? May be, after empathizing, we realized that the more old gets your car, is more difficult taking care actions.

1. Buying a car is get emotional connotation that decreases while time goes on. So service had to start at the moment of buying it.
2. Periodical technical & mechanical revisions where a pain, ¿When? ¿Where? ¿It takes too long? Where questions that users make during interviews.
3. Undercover the last pain was great. People love their cars, and really hate when they get broken in the middle of a route.
4. With this we could work and co-create a service that covers the flow with an app and a back office systems making feel drivers more secure in the whole process.
5. 
   
6. Results

We published an app with new functionalities that allowed the users to keep track of their assistance when their cars gets broken on a route.

An app connected to different new & old services, allowing them to make reservations for technical inspections, access to tailored offers and a nice tool to know where your car slot is.

The chat feature allows the user to talk with your assigned customer manager getting in this way personalized assistance. So we developed guides to make these conversations more friendly

We started with a small test on one reseller, study the results looking at established KPIs, and expand to five more, then to ten and now is fully deployed on all resellers.