Background
A German automotive OEM sought to enhance the quality of its dealership software. Recognizing the challenge posed by a lack of compre-hensive understanding of internal dealership processes, developers faced difficulties optimizing the software.
Our task was the establishment and coordination of a dealership panel, along with managing research requests from developers and facilitating communication between developers and dealers.
Approach
The project called for a close collaboration between developers and users.
Therefore, we recruited a group of dealers who were willing to participate in long-term market research activities; and set up an exclusive, qualitative panel.
Outcome
Implementing a streamlined user research approach, developers efficiently engaged with dealerships through on-site UX tests and virtual discussions, minimizing recruitment efforts. The simplified initiation process, often started with an email, facilitated increased collabo-ration. This low-barrier strategy successfully integrated user research within the company, transforming the panel into a primary channel for addressing UX concerns and strategic decisions.
Method
User Management / Panel
Duration
12 months
Automotive
Software Excellence: Bridging the Gap Between Car OEMs & Dealerships
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