Visualising complex scenarios to convey a clear path to success.
Anticipating and adapting to Electric Vehicle (EV) ownership can be a challenge for consumers and car brands alike. Customers may be confused with battery size and lifespan; range anxiety can be an issue. Equally, the move towards electrification provides challenges to car retailers – but also opportunities. Toyota needed to raise awareness of these opportunities, across their pan-European retailer network, in an engaging way.
Rather than a lengthy document, our highly visual, 8-step customer journey introduces the opportunities to improve customer experience and retailer revenue at every stage of the ownership process. It includes the pain points where customers will seek reassurance – and the occasions where retailers may offer added service to mitigate customer nervousness.
Presented as posters at training events, our customer journey helped convey information without lengthy text; inspiring retailers to think how they – and their customers – may benefit from the opportunities of EV. The visual assets were then repurposed for use across media.
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