LEAD UX DESIGNER
Partnering with Toyota Financial Services to identify strategy and design solutions as a Deloitte Digital Consultant.
ISSUE
Toyota frequently partners with Deloitte to create long term strategy plans. Through intensive Design Thinking processes: discovery workshops, user interviews and shadowing of car dealers, car salesmen, and car buyers, it was determined that the time it takes to sell a car (average 4-5 hours) is a major pain point for all parties involved.
What if this time could be shortened by digital intervention? Deloitte created an MVP prototype showcasing the car sales process that starts anytime, anywhere. What if car orders, with customizations and upgrades through to final financing could take place before the customer actually arrives at the dealership? With the success of the prototype, Toyota started developing a Master Sale Tool application for dealerships that would work within the constraints of franchise law. This application guides and streamlines the sales process at the dealership. In order to get to market quickly, Toyota started with an MVP which left out Toyota Financial Services (TFS) The new Master Sales Tool was in development when I was brought on by TFS to help them get their products in the MVP.
SOLUTION
I joined workshops and led investigations to determine how we could prove added value to the car dealers and sales persons by incorporating TFS products (including financing and insurance) into the MVP. Using the concept that the Loyal Customer was the most valuable customer, we investigated how we could enable the loyal customer information to increase sales and promote quicker sales.
IMPACT
TFS was able to add their products to the first release of the Master Sales Tool.
WIREFRAMES AND DATA MAPPING
Toyota Financial Services (TFS) realized that while financing was not part of the Master Sales Tool MVP, they could potentially lose a great deal of revenue by not including their products such as insurance and financing.
They needed a compelling argument that including their products would offer benefit to the overall sales process and not delay launch through additional data points.
My team and I came up with a concept to show how knowing a Loyal Customer through data, would help sell a new car faster. We created a series of events that would show the purchase and ownership history of vehicles and products, and show a quick key for key comparison screen of what the customer is currently driving with what the new car would be - as a way to help decision making. We also mapped out all of the data sources that would provide relevant information in the process.
ADDITIONAL CHALLENGE
The Toyota Financial Services director and my point of contact was having difficulty understanding where all of the data integrated. He needed a visual representation of how all of the components in the design would work within existing Toyota technology and various databases.
I created a one page diagram of all of the screens and color coded the different points of information, showcasing what would be new with the label Art of the Possible.
