Customer case
Polestar
All about finesse
How Nextview’s design-led approach helped this innovative car brand to give its customers the best possible experience.
Challenge
New expectations to answer
Worldwide, the number of digital buyers is over 2 billion, more than one out of every four people, and the number is growing. With this development, customer buying expectations are changing. Although operating in an industry traditionally working with dealerships to provide for customer contact, Polestar decided to do things differently. Being the first car brand with no dealerships at all, they were looking for the perfect customer and employee experience. Digital yet personal, for both digital natives and the generations before. To find it, they turned to us.
“In the end, you can have all these cool Salesforce features, an incredibly cool space, but you have to connect the dots. That’s where Nextview helps.”
- Sebastiaan - Head of Operations & Business Development Polestar
Solution
A guided buying process
Polestar wants their customers to be convinced about their purchase. Customers are not pushed towards a certain car, not tricked into buying. Still, they want to be guided along the buying process. Together with the Polestar Netherlands team, we therefore redesigned the sales process and integrated it with their culture and values. In our design-led approach, we created the context by identifying the current process, pain points and possible solutions. Then, we defined the solution in more detail and developed several prototypes for testing and further research. Now, all solutions are at Polestar Headquarters, ready for implementation as soon as HQ gives a go.
Results
Ready to go
- Sandbox environment for live testing
- Sales journey adapted to the Polestar values
- Test drives adapted to the actual customer’s needs
- Personalized sales funnel
- Polestar Netherlands employees as innovation advocates
