Mercedes-Benz Project
Helping Mercedes Benz become their customer mobility partner
TABLE met the challenge of crafting a fully digital experience that matched the level of service Mercedes-Benz owners expect. Intelligent, personal, luxurious. I created a feature-rich messenger interface that can be launched anywhere, remembers everything, and requires no installation.
The project started in 2019. I participated in designing customer collaborative online shopping experience and I provided UI/UX design deliverables.
Problems
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72% would visit dealerships more often if the buying process was improved.
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Auto sales could rise by about 25% if the retail experience improves.
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Consumers who spend average of 3:36 hours have worse overall dealership experiences.
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73% of consumers are omnichannel shoppers who use multiple channels during the shopping journey.
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64% of customers want to shop with companies that can meet their needs in real-time.
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59% of U.S. consumers said that they expect to be able to purchase through dealership sites.
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53% of U.S. consumers would be extremely likely to buy a car entirely online.
"Customers want online shopping experiences that are simple & sequential."
Solutions
Target Audience
Primary Audience: Buyers
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Between 30-49 years old, and they try to buy or lease a car online.
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High-value shoppers with a stable income.
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They are into new technologies.
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They would like shopping with family or friends.
Secondary Audience: Agents
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Work at the sales team or customer service team of the dealership.
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Talk with customers every day and try to make good relationships with them.
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They want to solve their customers' problems anytime and anywhere.
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Help business development and sales approach
Persona
User Journey
Solutions
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Search items, check price and details and save the item to the shopping cart
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Group messaging, file sharing, voice, and video calls
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Sign agreements electronically
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Make online payments
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Schedule online or offline appointments
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Review the agents work
Design Exploration
User Testing
Final Design
Search car online
Make the decision and buy the car
Provide a great experience after the sale
