Overview
Renault is a celebrated French automobile manufacturer established in 1899. The company produces a range of cars and vans, sold worldwide.
The business today struggles to collect feedback from customers after purchase and during usage of their vehicles. Existing feedback mechanisms, such as paper-based questionnaires, have a low response rate and fail to capture an accurate picture of customer satisfaction.
The core questions we set out to address: How might we drive better engagement and conversion into quality data? Could we do so by using a combination of the car’s in-car display/infotainment screen and the driver’s smartphone as feedback mechanisms?
Through a series of prototypes, we explored solutions across a range of channels. We considered the driver’s context, understanding when it is safe and appropriate to ask for customer feedback while in the vehicle, and provided recommendations on when and how to ask the right questions. The final selected directions were contextualized against Renault’s existing collection mechanisms to build a broader ecosystem approach to customer satisfaction surveys.
The business today struggles to collect feedback from customers after purchase and during usage of their vehicles. Existing feedback mechanisms, such as paper-based questionnaires, have a low response rate and fail to capture an accurate picture of customer satisfaction.
The core questions we set out to address: How might we drive better engagement and conversion into quality data? Could we do so by using a combination of the car’s in-car display/infotainment screen and the driver’s smartphone as feedback mechanisms?
Through a series of prototypes, we explored solutions across a range of channels. We considered the driver’s context, understanding when it is safe and appropriate to ask for customer feedback while in the vehicle, and provided recommendations on when and how to ask the right questions. The final selected directions were contextualized against Renault’s existing collection mechanisms to build a broader ecosystem approach to customer satisfaction surveys.
Offerings
Data Advisory
“North Star” Product Vision
User Insight and Concept Validation
UX/UI Design
“One meaningful question answered with care is more valuable than long surveys gone unanswered.”
Testing at the Renault R&D site
METHODOLOGY
User validation sessions were conducted with drivers at the Renault Technocenter. Over the course of two days, we tested several prototypes with representative car buyers to gauge their appetite for the concepts and highlight potential issues. The sessions were conducted in a new Renault Clio car to make conditions as realistic as possible.
A key insight the validation sessions highlighted was the value in surfacing unused functionality to the drivers: tutorials and content that help the drivers familiarize themselves with their cars. It also became clear that the car is a functional tool, and by emphasizing utility, drivers were more willing to invest time in giving feedback to Renault.
A key insight the validation sessions highlighted was the value in surfacing unused functionality to the drivers: tutorials and content that help the drivers familiarize themselves with their cars. It also became clear that the car is a functional tool, and by emphasizing utility, drivers were more willing to invest time in giving feedback to Renault.
