Audi Digital Lifecycle

The automotive industry is fast becoming a part of the experience economy, and companies seeking to compete, need to up the quality of their customer experiences. I noticed that the Audi buying experience (both new and pre-owned) could use a little disruption so I created a small team and we started brainstorming how to improve it.

After a few months of agile collaboration, my team went to Audi with an entirely new digital customer experience, starting with the online and dealership shopping process all the way to the drive home in a new car. We started with an entirely new way to shop for a pre-owned vehicle; both online as well as through a virtual chat bot concierge. Customers could then go to a dealer and customize their dream vehicle with or without the help of a salesperson in an entirely new virtual environment. On a test drive, they could learn everything there was to know about the vehicle they were driving through interactive videos and audio-only presentations; right through the vehicle’s MMI screen. Then, after the sale was completed, we moved to an all-encompassing mobile app that allowed customers to setup hassle-free appointments and even pick out a loaner before they went in for a simple oil change.

Reimagined New and Used Car Purchasing – Chat Bot & Online Experience

Facebook chatbot API’s and the magical talents of @_thurm_ allowed us to create a virtual concierge that would show potential customers everything they wanted to know about the Audi of their dreams. Location services would help them locate the nearest dealer and pulling from dealer-provided data, request a test drive that fit their busy schedules.

Reimagined New and Used Car Purchasing – Dealer Experience

Sometimes you want to explore for a new car on your own. We took the online configurator experience and brought it to the dealership where customers could create the perfect new car on a tablet-based system and see what it looked like in real world situations; all at a fantastic 1:1 scale.

Digital Owners Manual Experience

Owners manuals are boring and begging for improvement. We created a new personalized experience where you could learn about your new car, in real time, while sitting behind the wheel. Tapping into the CAN port of the vehicle, the manual was brought to life using the touchscreen display of the car paired with an intuitive and safe audio/video experience.

Reimagined Service Experience

Tapping into location services again, we gave dealerships the power to remind customers of their service intervals via a non-intrusive, automated system. This created a hassle-free way for customers to schedule maintenance around their busy schedules all with a few taps.

End-to-end Owners Lifecycle Plan

We wanted to show Audi that it’s more than just buying a vehicle, it was the start of a relationship that would last for years to come.

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