PROJECTS
AUTORENTING: IMPROVING THE CUSTOMER EXPERIENCE
Mobility
METHODOLOGIES
Qualitative research | In-depth interviews | Strategic thinking workshops
SECTOR
Mobility
YEAR
2016
Description
Our client needed to understand how consumer behavior around mobility had changed and what their perception of self-renting was; in order to improve the value proposition offered and the individual customer experience.
For this, the identification of different profiles predisposed to the purchase of auto renting products was marked as an objective to optimize the efficiency of marketing and commercial actions.
3 different driver profiles
12 new product and service initiatives
Key messages to convey to each other
“If electric cars were offered, a lease would be fine. It would be one more reason to hire. Another one would be a collaborative renting between different owners”.
Potential user
RESEARCH ABOUT
CLIENT PROFILES
In-depth interviews with clients of different characteristics to define attitudinal profiles towards auto-renting and understand the drivers and barriers of each of them.
VALIDATION AND GENERATION
OF PROPOSALS
Development of concepts and validation of auto leasing proposals defined by the client.
Work was done on the identification of areas for improvement of possible solutions for the definition of an innovative and optimal auto-leasing product, as well as a service that would improve the current customer experience.
VALIDATE INTERNALLY
THE PROPOSALS
Focus group with the commercial team for the validation of profiles, identification of levers and barriers for the sale of auto renting by profiles, the definition of marketing initiatives and the validation of products, as well as the generation of new initiatives to improve the global experience of the client.
