Project Description

Study Type: Field Study

Device: Multiple

Industry: Automotive

Project Description

We conducted a series of field research to evaluate and improve the luxury valet experience for customers as well as the valet team. The field observations included the entire ecosystem of the experience starting from booking an appointment, luxury valet test drive, follow-up interviews, surveys, dealer visit and purchase experience.

Multiple iterations of the program were tested and improvements were implemented based on field observations and research results to the point that the final round resulted in nearly 100% satisfied customers and perfect NPS scores.

Key Insights

Conducting different types of research alongside the field observations revealed that customizing every aspect of the experience for all parties involved contributed to the overall success of the program; including but not limited to customers, valet team and dealerships. Exceptional success in conversions can only be achieved by innovating personalized experiences and consistently validating them until the desired outcomes are achieved.