Case Study: Harley Davidson streamlines dealership sales with LION+MASON's unified in-store platform

Harley Davidson unifies in-store sales in 10 weeks with LION+MASON

Harley Davidson, an iconic motorcycle brand, faced a challenge where their retail staff were using a fragmented collection of disconnected systems for point of sale, customer relationship management, and bookings. This created significant friction in the sales process and hindered the customer experience. They approached the vendor LION+MASON to redesign their in-store tools into a single, purpose-built sales platform.

LION+MASON implemented a unified CRM and POS platform through an insight-led design process involving user research, service mapping, and iterative prototyping. The solution provided a seamless and efficient experience that aligned with the Harley Davidson brand. The new platform reduced friction in the sales process and improved the consistency of the customer experience across their global dealership network.

Harley Davidson