AUTOMOTIVE & MOBILITY
Automotive Subscription
Making access to a car simpler through a subscription-led experience.
Client/ Company
Maruti Suzuki India
Role
Principal Consultant
Duration
18 months
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A little more to the story: This portfolio is still a work in progress, so if you’re curious about the bits in between, just drop me a line.
THE CHALLENGE
Individual car leasing and subscriptions were virtually non-existent in the Indian market, making this an exercise in introducing a new way to access a car. Customers needed to understand the model, evaluate pricing and tenure, and navigate unfamiliar contractual terms.
Behind the customer experience, an established business relied on older backend systems and cumbersome processes. The challenge was to simplify the digital journey while accounting for existing systems, operational dependencies and dealer workflows.
APPROACH
The work spanned both the customer experience and the operational ecosystem supporting it.
Customer experience: Made the subscription model easier to understand, with clearer vehicle selection, pricing, tenure and contract information.
End-to-end journeys: Mapped the steps from initial enquiry through subscription fulfilment and management.
Backend workflows: Examined legacy processes and system dependencies to understand operational constraints.
System and dealer alignment: Connected customer journeys with customised dealer workflows and backend requirements.
// RESULT
Developed a cohesive subscription experience and product roadmap, balancing the need to introduce an unfamiliar proposition with the operational realities of an established business.
AUTOMOTIVE & MOBILITY
Automotive Subscription
Making access to a car simpler through a subscription-led experience.
THE CHALLENGE
Individual car leasing and subscriptions were virtually non-existent in the Indian market, making this an exercise in introducing a new way to access a car. Customers needed to understand the model, evaluate pricing and tenure, and navigate unfamiliar contractual terms.
Behind the customer experience, an established business relied on older backend systems and cumbersome processes. The challenge was to simplify the digital journey while accounting for existing systems, operational dependencies and dealer workflows.
APPROACH
The work spanned both the customer experience and the operational ecosystem supporting it.
Customer experience: Made the subscription model easier to understand, with clearer vehicle selection, pricing, tenure and contract information.
End-to-end journeys: Mapped the steps from initial enquiry through subscription fulfilment and management.
Backend workflows: Examined legacy processes and system dependencies to understand operational constraints.
System and dealer alignment: Connected customer journeys with customised dealer workflows and backend requirements.
Client/ Company
Maruti Suzuki India
Role
Principal Consultant
Duration
18 months
A little more to the story: This portfolio is still a work in progress, so if you’re curious about the bits in between, just drop me a line.
A little more to the story: This portfolio is still a work in progress, so if you’re curious about the bits in between, just drop me a line.
// RESULT
Developed a cohesive subscription experience and product roadmap, balancing the need to introduce an unfamiliar proposition with the operational realities of an established business.