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Volkswagen South Africa wanted to engage customers more effectively and reduce reliance on paper-based processes. Realm applied design thinking to define the solution and shape the path to implementation.
The result
Used design thinking to define new digital after-sales journeys for VW South Africa, ready for VW to build.
Volkswagen Group South Africa Advisory Automotive
01The situation
With the end goal of wanting to engage their customers more effectively, VW had a vision to digitally transform specific client-facing business processes. The enhancement of such processes needed to ultimately increase VW’s client engagement, sales and efficiency, as well as reduce paper-based management of their business operations.
02The approach
Realm Digital kicked off this project by conducting a design thinking approach. This approach involved empathising with VW clients to assess their needs, determining existing customer journeys, and creating a set of problem statements.
Subsequently, the Realm team explored a variety of potential solutions to the problem alongside their VW client, leading them to refine these solutions into practical ideas and define VW’s new client journeys, with the use of wire-frame screens. The final task was to help the client understand their constraints and advise how the proposed solution could be built and ultimately, implemented.
The solution gave VW South Africa a clear vision of how they could engage their customers more effectively via a digital channel and were able to proceed with the build of the online transaction system. This enabled VW to uplift its revenue in its after-sales products.
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