Case Study: a leading UK motor financier gains deeper insight into car buying behaviours with User Vision

a leading motor financier uses User Vision to map 3 car finance entry points and improve customer confidence

The customer, one of the UK's leading motor financiers, worked with User Vision to understand their customers' experiences with car finance during the vehicle buying journey. Their challenge was to discover how people approach, are introduced to, and are influenced by car finance options, and to identify key entry points for finance in the purchasing process.

User Vision implemented a service design approach that included stakeholder workshops, focus groups, mystery shopping, and a mobile-based diary study. This research led to the creation of detailed personas and customer journey maps. As a result, User Vision provided their client with insights into customer behaviors and highlighted specific areas to delight customers and disrupt the current journey, helping the motor financier decide upon the validity of a new customer proposition.