Nissan's Post-Sales
Experience
Redesigning Nissan's post-sales experience to enhance customer retention and engagement.
UX/UI Designer
Oct 2023 - Nov 2023
Rome
Context
During the UX design master at Talent Garden, together with my classmates, I faced the project work of redesigning Nissan's post-sales experience to enhance customer retention and engagement in 30 days.
Challenge
Redesign Nissan's post-purchase experience to increase customer retention and engagement, emphasizing the brand's sustainability mission while delivering a more engaging and personalized experience.
UX Research Methodology
Benchmark
Partership: Mercedes
Mercedes and Moncler collaborate to create a unique luxury driving experience, blending Moncler's distinctive style with Mercedes' high-performance automotive excellence
Merchandising: Citroen
Citroën goes beyond car sales with the introduction of the Citroën Boutique: a dedicated service for car accessories that immerses customers in a welcoming environment, reflecting the Citroën lifestyle
Rewards: Fiat
Through the digital green currency KiriCoin, each eco-friendly kilometer driven is equivalent to 2 euro cents. With an average of 10,000 kilometers per year in urban environments, drivers can earn approximately 150 euros annually.
Communication: Lavazza
Lavazza brings its sustainability mission to life by empowering customers through gamification. In the Lavazza Metaverse, "the more customers play, the more Lavazza contributes to reforesting the Amazon rainforest."
Outcome
We designed a new flow for the Nissan website focusing on:
Sustainability Mission: A clear and engaging section showcasing Nissan's commitment to a greener future.
Added Value: Partnerships with sustainable brands like Patagonia, Timberland and The North Face to offer high-quality, ethically aligned products.
Loyalty Mechanism: The introduction of the E-Club, an exclusive program offering rewards and discounts to loyal customers.
Experiential Shop: Products reflecting a sustainable identity, such as eco-friendly camping tents, providing users with a unique and memorable experience.
Conclusion
This project reimagines Nissan's post-purchase experience by putting sustainability and the customer at the forefront. The new design not only communicates Nissan's values clearly but also builds a genuine engagement and loyalty path, fostering a long-term connection between the brand and its customers.
