Nissan Motor Co., Ltd. has always led the automotive industry in product development, innovation and globalization. They are also actively investing in the CX field to realize their vision of “Enriching People’s Lives”.

Business Need


Nissan identified the need to improve sales and service processes along with improving the communication between sales consultants and customers. Improving the experience in showrooms across the globe, would drive deeper engagement with Nissan customers.

Taking a user-centred approach, Nissan asked 'What is really needed by sales consultants to deliver an exceptional customer experience and how can digital be leveraged to achieve that goal? Through our proven research methodologies, Tigerspike was tasked with identifying key insights, creating a solution concept and validating it with end users.

Approach


The Tigerspike team began by identifying the target users and establishing hypotheses about their behavior, pain points and areas of influence in the customer purchase journey. In-depth interviews and in-showroom shadowing took place across multiple geographies.

Based on the insights derived from the research activities, the team identified over 50 potential solution concepts. These were validated and prioritized, with the team creating showroom concepts for the five highest priority ideas.

Outcome


By working closely with sales consultants and effectively managing senior stakeholders, Tigerspike has been able to identify and validate five high value concepts, all of which will drive increased customer engagement. As a result of quantifying the potential value to Nissan and their customers, a project to deliver the concepts has begun.

(Product images for illustration purposes only. Actual product may vary.)