Rethinking the Future of Car Ownership Services
Explored how a car company (ILM) can launch a new product/service where the vehicle is the protagonist across different ownership models. Mapped end-to-end customer journeys, prototyped service touchpoints, and proposed a product-service system to simplify ownership, boost engagement, and unlock new revenue streams.
Case study developed during the CXM 360º Bootcamp (IZO).
Through a holistic approach, I explored and tested the essential tools and principles needed to manage and coordinate a complete Customer Experience. Divided into four key phases, this case study aims to…
Understanding customer experiences through research and diagnostic methods
Defining the vision for a new customer experience based on key customer moments and competitive market analysis
Redesigning a key interaction through a service blueprint — mapping both customer and employee experiences, along with internal processes and required support systems.
Creating a systematic model to collect customer feedback and drive transformation initiatives. Developing a governance framework and designing programs that foster a more customer-centric culture within the company.