Engagement Background
Audi Australia wanted to explore a comprehensive omni-channel vehicle-as-a-service solution that integrates multiple consumer needs ( choosing a vehicle, customising, applying for car loans, novated lease and after-sales services) to a personalised, seamless experience that the customer can use throughout the entire vehicle ownership lifecycle.
My role
As part of the SAP Pre-sales design and innovation team, I was responsible :
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Conduct DT workshops with stakeholders to understand consumer needs and detractors.
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Identify user Personas and define the user Journey map and touchpoints.
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Define end-to-end digital experience strategy.
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Build wire-frames and clickable HTML prototypes based on different personas.
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Work with the development team to customise and implement the solution.
Engagement planning and scoping
This is an example of the engagement process and the scope at different stages. This Design Thinking process flow follows the human-centred design approach to identify and innovate new solution concepts.
Discover Workshops
This mural board that was used during design thinking to capture existing processes, personas, and departments. I facilitated a 3-day ( 2 hours per day) workshop with stakeholders from Audi and SAP.
User Journey Mapping
This is an example of the vehicle buyer journey map and the different touch points and how it was aligned with the omnichannel experience to build a seamless experience. I have to conduct multiple workshops and user research to understand the journey and work closely with SAP automotive industry SMEs to map the omni-channel experience.
Defining End to End Experience Strategy
As there were multiple end-user personas and specific business goals, I had to define a conceptual system model and how each of the personas would interact with different touchpoints based on their goals, key tasks and information needs.
High Fidelity Prototyping
I create all the key screens and user journeys as high-fidelity clickable prototypes using Axure RP and Figma. These designs were presented back to the Ausi management as part of the final solution playback.
Agile Development
As part of the agile development and scrum process, I had to create user stories based on the MVP, be part of the standup meetings and retro and prioritise them in different sprint buckets along with the Audi key stakeholders and SAP development team.