Volkswagen
Jan - Feb 2025
Contribution
UX Research
UX Design
Project
Personal
Explore the potential of a chatbot to enhance Volkswagen’s UX/UI by improving customer engagement, streamlining support, and creating a more intuitive digital experience.
Objective
Problem discovery
SPRINT 1
SPRINT 2
SPRINT 3
SPRINT 4
Research
User Persona
User Flow
Mock Up
The timeline
Limited availability
The chat service is restricted to the German domain, leaving international customers without quick support.
Slow and inconsistent support
The chat on the german domain relies on connecting to human agents, leading to inconsistent response times and delays.
Fragmented support
Customers must switch between channels (email, phone) instead of receiving seamless, real-time assistance.
Sprint 1
Problem Discovery
Sprint 2
Research
Why does Volkswagen need a Chatbot?
of consumers are dissatisfied with inconsistent service experiences across different channels in the automotive industry.
75%
70%
of consumers prefer chatbot assistants over visiting dealerships, highlighting the growing demand for digital-first interactions.
90%
of customer inquiries related to new cars, used cars and service bookings are resolved directly by the bots.
Sprint 3
User Persona
Hendrik
Markus’s Situation
Markus relies on his car daily for commuting and enjoys driving as a hobby, often taking road trips and covering many kilometers. He values speed, smooth rides, and the thrill of sports cars but is aware of unpredictable road conditions, especially abroad.
How will Hendrik interact with the Chatbot
”How does the fuel efficiency of the new Golf compare to my Mk6?”
“What’s the top speed of the new Volkswagen Golf GTI?”
“Can the car handle rough road conditions on long trips?”
“Can I book a test drive near Manchester?”
Issues that Hendrik faces:
1. Traffic & Commute Issues
2. The car requires frequent maintenance
3. The fuel efficiency isn’t as good as modern cars
4. His car doesn’t have enough power
Age: 28
Occupation: Accountant
Marital Status: Single
Location: Dresden, Germany
Current Car: Volkswagen Golf Mk6
Drive: Manual
Rebecca
Rebecca's Situation
Rebecca depends on her car for daily errands and school runs but finds her aging Nissan Qashqai increasingly unreliable. While Manchester has good public transport, she values the flexibility of driving, especially with two young children.
How will Rebecca interact with the Chatbot
"What family-friendly cars does Volkswagen offer?"
"Which Volkswagen models have the best safety ratings?"
“Do you offer leasing options for families?"
"Do you have weekend test drive slots?"
Age: 32
Occupation: HR Manager
Marital Status: Married
Kids: 3 yo and 5 yo
Location: Manchester, UK
Current Car: Nissan Qashqai
Drive: Manual
Issues that Rebecca faces:
Unreliable Car
Child Safety & Comfort
Limited Public Transport Suitability
Fuel Costs :Managing rising fuel prices while driving frequently.
Traffic Congestion
Chat Flow
Sprint 4
Mock Up
Volkswagen
Hi! How can I assist you today?
That’s great! I can help you find the perfect car. What would you like to do?
Hi, I am looking for a family-friendly car!
Explore cars
Safety Ratings
Test Drive
Dealership Consultation
Leasing Options
Write here...
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Chope
Jan - Feb 2025
Volkswagen
Jan - Feb 2025
Contribution
UX Research
UX Design
Contribution
UX Research
UX Design
Project
Personal
Project
Personal
Problem discovery
SPRINT 1
SPRINT 2
SPRINT 3
SPRINT 4
Research
User Persona
User Flow
User Personas
User Flow
Mock Up
The timeline
Sprint 3
User Personas
Age: 28
Occupation: Accountant
Marital Status: Single
Location: Dresden, Germany
Current Car: Volkswagen Golf Mk6
Drive: Manual
Markus’s Situation
Markus relies on his car daily for commuting and enjoys driving as a hobby, often taking road trips and covering many kilometers. He values speed, smooth rides, and the thrill of sports cars but is aware of unpredictable road conditions, especially abroad.
How will Hendrik interact with the Chatbot
”How does the fuel efficiency of the new Golf compare to my Mk6?”
“What’s the top speed of the new Volkswagen Golf GTI?”
“Can the car handle rough road conditions on long trips?”
“Can I book a test drive near Manchester?”
Issues that Hendrik faces:
1. Traffic & Commute Issues
2. The car requires frequent maintenance
3. The fuel efficiency isn’t as good as modern cars
4. His car doesn’t have enough power
Hendrik
Rebecca
Age: 32
Occupation: HR Manager
Marital Status: Married
Kids: 3 yo and 5 yo
Location: Manchester, UK
Current Car: Nissan Qashqai
Drive: Manual
Age: 32
Occupation: HR Manager
Marital Status: Married
Kids: 3 yo and 5 yo
Location: Manchester, UK
Current Car: Nissan Qashqai
Drive: Manual
Rebecca's Situation
Rebecca depends on her car for daily errands and school runs but finds her aging Nissan Qashqai increasingly unreliable. While Manchester has good public transport, she values the flexibility of driving, especially with two young children.
Rebecca's Situation
Rebecca depends on her car for daily errands and school runs but finds her aging Nissan Qashqai increasingly unreliable. While Manchester has good public transport, she values the flexibility of driving, especially with two young children.
How will Rebecca interact with the Chatbot
"What family-friendly cars does Volkswagen offer?"
"Which Volkswagen models have the best safety ratings?"
“Do you offer leasing options for families?"
"Do you have weekend test drive slots?"
How will Rebecca interact with the Chatbot
"What family-friendly cars does Volkswagen offer?"
"Which Volkswagen models have the best safety ratings?"
“Do you offer leasing options for families?"
"Do you have weekend test drive slots?"
Issues that Rebecca faces:
Unreliable Car
Child Safety & Comfort
Limited Public Transport Suitability
Fuel Costs :Managing rising fuel prices while driving frequently.
Traffic Congestion
Issues that Rebecca faces:
Unreliable Car
Child Safety & Comfort
Limited Public Transport Suitability
Fuel Costs: Managing rising fuel prices while driving frequently
Traffic Congestion
Chat Flow
Chat Flow
Sprint 4
Mock Up
Volkswagen
Hi! How can I assist you today?
That’s great! I can help you find the perfect car. What would you like to do?
Hi, I am looking for a family-friendly car!
Explore cars
Safety Ratings
Test Drive
Dealership Consultation
Leasing Options
Write here...
Sprint 3
User Personas
Hendrik
Age: 28
Occupation: Accountant
Marital Status: Single
Location: Dresden, Germany
Current Car: Volkswagen Golf Mk6
Drive: Manual
Age: 28
Occupation: Accountant
Marital Status: Single
Location: Dresden, Germany
Current Car: Volkswagen Golf Mk6
Drive: Manual
Markus’s Situation
Markus relies on his car daily for commuting and enjoys driving as a hobby, often taking road trips and covering many kilometers. He values speed, smooth rides, and the thrill of sports cars but is aware of unpredictable road conditions, especially abroad.
Hendrik’s Situation
Hendrik relies on his car daily for commuting and enjoys driving as a hobby, often taking road trips and covering many kilometers. He values speed, smooth rides, and the thrill of sports cars but is aware of unpredictable road conditions, especially abroad.
How will Hendrik interact with the Chatbot
”How does the fuel efficiency of the new Golf compare to my Mk6?”
“What’s the top speed of the new Volkswagen Golf GTI?”
“Can the car handle rough road conditions on long trips?”
“Can I book a test drive near Manchester?”
How will Hendrik interact with the Chatbot
”How does the fuel efficiency of the new Golf compare to my Mk6?”
“What’s the top speed of the new Volkswagen Golf GTI?”
“Can the car handle rough road conditions on long trips?”
“Can I book a test drive near Manchester?”
Issues that Hendrik faces:
1. Traffic & Commute Issues
2. The car requires frequent maintenance
3. The fuel efficiency isn’t as good as modern cars
4. His car doesn’t have enough power
Issues that Hendrik faces:
1. Traffic & Commute Issues
2. The car requires frequent maintenance
3. The fuel efficiency isn’t as good as modern cars
4. His car doesn’t have enough power
Explore the potential of a chatbot to enhance Volkswagen’s UX/UI by improving customer engagement, streamlining support, and creating a more intuitive digital experience.
Explore the potential of a chatbot to enhance Volkswagen’s UX/UI by improving customer engagement, streamlining support, and creating a more intuitive digital experience.
Objective