Car Buying Experience, Mobile + Dashboard Management System
Honda Helper combines the convenience of the online channel with the guided expertise of a dealership visit through a mobile interactive conversation.
Demo Reel
Design directed and meticulously created the motion graphics using Adobe After Effects, ensuring a polished and professional final product.
Problem
I led an initiative to streamline the car buying experience for Honda customers and dealers. The automotive sector faces challenges such as complex financial decisions and pressure from sales representatives at dealerships, often resulting in frustrating wait times. The Honda Helper web application and dashboard aim to enhance customer service and provide innovative solutions to boost consumer satisfaction before visiting a dealership.
My Role
Design Experience Manager
Ideation Facilitation
UI/UX Design
Design Systems
User Testing
Quality Assurance
Team Leadership
Timeline
1.5 year duration
“I don’t trust sales people”
“I worry about getting a fair price”
“It’s too time consuming”
“I don’t like the pressure to buy”
“I feel like I lack sufficient knowledge”
Consumer pain points
Solution
I designed the customer experience for both car buyers and Honda dealers necessitates a thoughtful approach to user interface design. Starting with smaller components allows for a focused and effective construction of the overall experience. In this case, the initial focus on mobile UI component cards and the dashboard design system provides a solid foundation.
Design Process
Crafted the mobile & dashboard customer journey maps, wireframes and content map flows between prospects and dealer interactions.
Dealership queue and dealer rep active conversations panel flows.
Use case scenario: A dealer representative takes a call and then a chat from the main queue into their personal queue and interacts with them
Communication panel and converting from chat to call or sync flows.
Use case scenario: A dealer representative engages in chat, call and sync conversations and switches prospect from chat to phone call or a sync call.
Prospect experience card flow
Building UI components
Execution
UI design, prototypes & user testing
I collaborated extensively with developers and QA to ensure my work aligns with the company vision. In the event of any disruptions, we collectively sought out alternative solutions to address the challenges.
This demo demonstrates how Honda Helper works. Integrating mobile & dashboard interactive conversations enables personalized guidance, helping customers make informed decisions. It also builds trust, as informed customers are more likely to see the dealership as a partner in their purchasing journey.
A responsive dealer console
The Dealer Console provides the dealer with informative and responsive tools, that facilitate conversation.
Prospect easy mobile engagement
Chat, call, or sync
With Honda Helper, prospects can collaborate live with their local expert via chat, call or sync and evaluate vehicles by sharing interactive visual content cards. All the information is at their fingertips!
Build & price
Dealer’s console provides expertise to guide a prospect through the car buying process. The prospect can select a specific model, design, and additional features.
Intuitive content engagement
Dealers can respond quickly to user questions and maintain a natural, interactive conversation with smart contextual content such as feature cards, collaborative Build and Price tool, and on-site inventory lookup.
The qualified leads
We help dealers keep track of qualified leads. With Honda Helper, the prospect’s information is saved for future use, and dealers can capture leads even when they are assisting another customer. This allows Honda Helper to improve productivity and decrease abandonment rate.
Results
Honda stakeholders expressed high satisfaction with the final designs, appreciating both the aesthetics and functionality. Their positive feedback was a testament to the effectiveness of our collaborative approach. Overall, this project was a resounding success, demonstrating the power of teamwork and meticulous project management in achieving outstanding results.
25%
Customers rated their trust in the dealer at 3.2 out of 5 when they joined the user testing program. After completing it, their trust increased to 4.7, marking a 25% boost.
Testimonials from Honda dealers & customers
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It’s really hard to explain things so having this tool to actually show them and walk them through the process really helps.
Sales Consultant
Walser Honda Dealership -
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It makes the process much faster and I appreciate it.
Customer
Norm Reeves Honda Dealership -
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I like the straight forwardness and simplicity
Customer
Folsom Lake Honda Dealership
