Design a used car marketplace user-centered

Koelliker, a leading company in the automotive sector, turned to Idib Group to develop a user-friendly used car marketplace that could also foster user loyalty. The project carried out in collaboration with partner Trim, went beyond designing intuitive services and included optimizing underlying processes and organization from a comprehensive Customer Experience perspective.

To ensure project success, Idib Group organized a dedicated workshop to align all stakeholders on the objectives to be achieved. This sharing moment was crucial in creating a common vision and laying the foundation for effective collaboration.

The heart of Idib Group's work was designing Customer Journeys related to various platform use cases. This collaborative process highlighted key marketplace features, considering both user needs and requirements from internal and external processes.

The Customer Journeys were integrated into a Service Blueprint, including organizational needs to ensure a complete Customer Experience.

To make the marketplace vision tangible and provide stakeholders with a concrete idea of its potential appearance, Idib Group created wireframes for key steps in different Customer Journeys. These visual schematics allowed for a simple and immediate understanding of the platform's structure and functionalities.

Thanks to Idib Group's work, Koelliker obtained comprehensive Service Blueprints and a set of wireframes that laid a solid foundation for subsequent project phases. These deliverables enabled the actual platform development by the system integrator and the design of internal organizational processes.

With a clear and shared vision, Koelliker is now ready to conquer the used car market with a user-friendly marketplace and a high-level Customer Experience.