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:


  1. Unreliable Car

  2. Child Safety & Comfort

  3. Limited Public Transport Suitability

  4. Fuel Costs :Managing rising fuel prices while driving frequently.

  5. 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:


  1. Unreliable Car

  2. Child Safety & Comfort

  3. Limited Public Transport Suitability

  4. Fuel Costs: Managing rising fuel prices while driving frequently

  5. 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