Holistic service design and omni-channel marketplace design for a large used cars showroom.

Giga Cars identified an immense opportunity for the used car business by showcasing massive number of cars under one platform which, otherwise, customers have to refer multiple platforms for comparison and browsing options. They acknowledge there is a huge disparity in the current retail experience of new cars and used cars; people buy a new car with implicit trust but on the other hand, they look at used car with skepticism.

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Giga Cars wanted to bridge this divide through their platform by bringing in transparency in the car valuation process; providing finance experts who would guide the customers through their purchase decision, equip buyers a road map of potential expenses that could arise in owning a car. Most of all, Giga Cars wanted customers to feel a sense of pride in buying a used car, just like they would feel with a new car.

They approached Twist Open to build out their Service Design blueprints, their customer experience strategy, and the UX Design of their web and mobile platform.

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We created Customer Storyboard to identify and analyse all the scenarios involved from a customer’s perspective. They helped track user needs and activities vary over a timespan, and allowed us to prototype in the right sequence. We created Service journeys to illustrate different paths and interactions that a customer might experience.

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We superimposed the back-end operations storyboard on the customer storyboard to understand how staff, tools, systems, training and infrastructure support the specific experience.