Work / BetterMotor —
Work / BetterMotor —
Put car owners in the drivers seat of vehicle maintaince and ownership.
Better Motor wanted to expand beyond its vehicle service contract into a flexible, multi-product platform. But the customer experience was confusing even for their single existing offering.
We developed an entirely new web/app experience that seamlessly integrated users, OEM's , credit unions, and insurance partners— a true one stop shop of value creation.
Project Timeframe
6 months
Key Deliverables
Human-centered strategic vision
Research reports and synthesis
Future experience prototyping
Product and partnership recommendations
Core Insight
Traditional transactional models have led to distrust between providers and users. There is an opportunity to optimize the stakeholder network and redefine engagement around relationships rather than transactions.
Put car owners in the drivers seat of vehicle maintaince and ownership.
Better Motor wanted to expand beyond its vehicle service contract into a flexible, multi-product platform. But the customer experience was confusing even for their single existing offering.
We developed an entirely new web/app experience that seamlessly integrated users, OEM's , credit unions, and insurance partners— a true one stop shop of value creation.
Project Timeframe
6 months
Key Deliverables
Human-centered strategic vision
Research reports and synthesis
Future experience prototyping
Product and partnership recommendations
Core Insight
Traditional transactional models have led to distrust between providers and users. There is an opportunity to optimize the stakeholder network and redefine engagement around relationships rather than transactions.
Research Approach —
Our mixed method research initiative combined:
Immersive user & stakeholder studies || UX audits || product roadmapping || market landscape analysis || weekly workshops with leadership.
This cross-functional perspective uncovered pain points with the status quo and identified opportunities to create a valuable vehicle maintenance journey.
Research Approach —
Our mixed method research initiative combined:
Immersive user & stakeholder studies || UX audits || product roadmapping || market landscape analysis || weekly workshops with leadership.
This cross-functional perspective uncovered pain points with the status quo and identified opportunities to create a valuable vehicle maintenance journey.
Mocked-up concept features for stakeholders to "talk aloud" about and sort. This provided both a quantifiable insight to desirability (or the "what") along with the qualification (the why) for each concept. Along with other factors, this enabled us to hypothesize, experiment, and prioritize the development of certain features over others.
We mocked-up concept features for stakeholders to "talk aloud" about and sort. This provided both a quantifiable insight to desirability (or the "what") along with the qualification (the why) for each concept. Along with other factors, this enabled us to hypothesize, experiment, and prioritize the development of certain features over others.
The Bottom Line—
1. For most people, owning a car is one of their biggest expenses they have.
While it comes with perks like autonomy and freedom, some find it full of anxiety and skepticism.
2. Experience has taught users to mistrust vehicle protection products
"I dread when I have to figure out what to do…"
3. The Industry benefits from making sure drivers don't know how the industry works
"The process is very ambiguous… I can think of multiple times when I thought I was covered and figured out I was not"
Strategic Recommendations —
Our human-centered approach inspired a member-based monthly service that simplified and transformed drivers relationships with their car.'s limited options.
Designed on-demand monthly product subscriptions to validate the concept with target segments and gather feedback.
Defined partnerships to accelerate development of maintenance reminders, and other smart features.
Proactively Adapt Better Motor's offerings to meet people's changing mobility needs based on data rather than expecting customers to adapt to today's limited options
The Topline—
Drivers want to get more out of their cars but don't know how to or who to trust.
They desired a trusted advisor to:
- guide their decisions
- make taking action easy
- deliver real value that matters.
The bottom line—
1. For most people, owning a car is one of their biggest expenses they have.
While it comes with perks like autonomy and freedom, some find it full of anxiety and skepticism.
2. Experience has taught users to mistrust vehicle protection products
"I dread when I have to figure out what to do…"
3. The Industry benefits from making sure drivers don't know how the industry works
"The process is very ambiguous… I can think of multiple times when I thought I was covered and figured out I was not"
The bottom line—
1. For most people, owning a car is one of their biggest expenses they have.
While it comes with perks like autonomy and freedom, some find it full of anxiety and skepticism.
2. Experience has taught users to mistrust vehicle protection products
"I dread when I have to figure out what to do…"
3. The Industry benefits from making sure drivers don't know how the industry works
"The process is very ambiguous… I can think of multiple times when I thought I was covered and figured out I was not"
The topline—
Drivers want to get more out of their cars but don't know how to or who to trust.
They desired a trusted advisor to:
- deliver real value that matters.
- guide their decisions
- make taking action easy
The topline—
Drivers want to get more out of their cars but don't know how to or who to trust.
They desired a trusted advisor to:
- deliver real value that matters.
- guide their decisions
-make taking action easy
Paradigm shift: top line principles to change the game
Paradigm shift to change the game
Strategic Vision —
Focus on relationships over transactions.
We demonstrated the opportunity to win on the network effects of transparency, trust, and value beyond coverage.
The vision provided:
- personalized insights
- relevant recommendations,
- rewards to rebuild trust through transparency and guidance.
This represented a radical departure from business as usual.
Strategic Vision —
Focus on relationships over transactions.
We demonstrated the opportunity to win on the network effects of transparency, trust, and value beyond coverage.
The vision provided:
- personalized insights
- relevant recommendations,
- rewards to rebuild trust through transparency and guidance.
This represented a radical departure from business as usual.
Strategic Recommendations —
Our human-centered approach inspired a member-based monthly service that simplified and transformed drivers relationships with their car's limited options.
Designed on-demand monthly product subscriptions to validate the concept with target segments and gather feedback.
Defined partnerships to accelerate development of maintenance reminders, and other smart features.
Proactively Adapt Better Motor's offerings to meet people's changing mobility needs based on data rather than expecting customers to adapt to today's limited options
First, we recommended an on-demand monthly product subscriptions to validate the concept with target segments and gather feedback.
Next, we outlined partnerships to accelerate development of maintenance reminders, and other smart features.
The recommendations focused on gradually evolving Better Motor's offerings to meet people's changing mobility needs rather than expecting customers to adapt to today's limited options.
Diagrammatic representation of how features come together to create value beyond the core.
Strategic Recommendations —
Our human-centered approach inspired a member-based monthly service that simplified and transformed drivers relationships with their car.
Designed on-demand monthly product subscriptions to validate the concept with target segments and gather feedback.
Defined partnerships to accelerate development of maintenance reminders, and other smart features.
Proactively Adapt Better Motor's offerings to meet people's changing mobility needs based on data rather than expecting customers to adapt to today's limited options.
Impacts—
Bringing the Future Vision to Life
With the major industry trade show on the horizon, we rapidly prototyped the human-centered vision into an experience partners could interact with.
Accelerating Alignment and Momentum
In just 48 hours, we transformed strategic insights into a tangible prototype solution for the trade show. This demonstration of the vision in action galvanized partners around Better Motor's differentiated position.
Reinforcing the Member-Centric Strategy
The prototype enabled partners to interact first-hand with the future vision. This reinforced Better Motor's role as an innovator committed to putting member needs first in the evolving automotive landscape.
Put car owners in the drivers seat of vehicle maintaince and ownership.
Better Motor wanted to expand beyond its vehicle service contract into a flexible, multi-product platform. But the customer experience was confusing even for their single existing offering.
We developed an entirely new web/app experience that seamlessly integrated users, OEM's, credit unions, and insurance partners— a true one stop shop of value creation.
Project Timeframe
6 months
Key Deliverables
Human-centered strategic vision
Research reports and synthesis
Future experience prototyping
Product and partnership recommendations
Core Insight
Traditional transactional models have led to distrust between providers and users.
There is an opportunity to optimize the stakeholder network and redefine engagement around relationships rather than transactions.
Put car owners in the drivers seat of vehicle maintaince and ownership.
Better Motor wanted to expand beyond its vehicle service contract into a flexible, multi-product platform. But the customer experience was confusing even for their single existing offering.
We developed an entirely new web/app experience that seamlessly integrated users, OEM's, credit unions, and insurance partners— a true one stop shop of value creation.
Project Timeframe
6 months
Key Deliverables
Human-centered strategic vision
Research reports and synthesis
Future experience prototyping
Product and partnership recommendations
Core Insight
Traditional transactional models have led to distrust between providers and users.
There is an opportunity to optimize the stakeholder network and redefine engagement around relationships rather than transactions.
Diagrammatic representation of how features come together to reinforce the core and create value beyond it.
Impacts—
Bringing the Future Vision to Life
With the major industry trade show on the horizon, we rapidly prototyped the human-centered vision into an experience partners could interact with.
Accelerating Alignment and Momentum
In just 48 hours, we transformed strategic insights into a tangible prototype solution for the trade show. This demonstration of the vision in action galvanized partners around Better Motor's differentiated position.
Reinforcing the Member-Centric Strategy
The prototype enabled partners to interact first-hand with the future vision. This reinforced Better Motor's role as an innovator committed to putting member needs first in the evolving automotive landscape.
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Grow with
Schedule a call with Zack
Wayfind Co © 2023-2024. Designed by Wayfind
Grow with
Schedule a call with Zack
Wayfind Co © 2023-2024. Designed by Wayfind