Audi Owner Lifecycle

In an industry rapidly evolving into the experience economy, enhancing the vehicle buying journey has become essential for OEMs aiming to stay competitive. Recognizing the challenges and inefficiencies in today’s buying process, I assembled a dedicated team to reimagine the end-to-end automotive customer experience, working alongside AUDI AG to craft a seamless digital journey from pre-purchase to post-sale.

After months of agile collaboration, user research, and persona development, we launched a transformative shopping experience. Customers began with the ability to shop for pre-owned vehicles through a tailored online interface or a virtual concierge, followed by an innovative approach to new car customization in dealership showrooms, enabling a hands-on, virtual environment with or without salesperson assistance. For test drives, we integrated interactive media into the vehicle’s MMI displays, empowering customers with insights on their chosen vehicle. Post-purchase, we developed a comprehensive mobile app that streamlined maintenance appointments and even allows customers to pre-select loaners, enhancing convenience for each stage of ownership.