Improving customer experience and satisfaction in showrooms

NISSAN SHOWROOM APP

Many Nissan showrooms have “Design Bars” with tablets installed for customers to browse while in dealership, but their app design and functionalities were outdated. A more robust tool with updated design and improvements to the UX/UI, along with a “Needs Assessment” tool was crucial to improving the customer experience. The team gathered insights through dealer visits, stakeholder interviews, gap analysis, customer journey research, social listening, comment scrubbing and analyzing search results before putting out our recommended user journey. All these were essential to the successful launch of the updated showroom app.