Nissan Global
B2C eCommerce - New feature
Product Design
Nissan set out to revolutionise the customer experience on its global platform by creating innovative tools that let users save and retrieve customised and in-stock vehicles at any point during their visit. Starting with a successful MVP launch in Mexico, the goal was to scale this feature globally, including the UK. The challenge? Designing a solution that could accommodate diverse markets, languages and business models while ensuring a seamless and consistent experience for customers worldwide.
Working closely with the UX, SA, BA and Product Manager to come up with the scalable solution to work within the framework available. Ensuring solutions were designed to accommodate variations in business models, content, cultures and languages across their diverse markets, while maintaining an optimum experience throughout.
This case study highlights how cross-functional collaboration, a focus on scalability and iterative development led to a successful global rollout of a feature designed to enhance the customer experience across diverse markets.
What we needed to do
The task was to develop a scalable solution for saving and retrieving vehicles in real-time, integrated into Nissan’s platform. This solution had to:
Utilise existing framework aligned with the company’s technological capabilities
Support variations in business models, content and languages
Optimise the flow of vehicle customisation and retrieval for customers
What was achieved
The task was to develop a scalable solution for saving and retrieving vehicles in real-time, integrated into Nissan’s platform. This solution had to:
Successful MVP launch in Mexico
Global rollout
Scalable and flexible solution
Enhanced customer experience
“Allowing customers to save and retrieve vehicles seamlessly”
How we did it
To address these challenges, the team adopted a collaborative and iterative approach.
Cross-functional collaboration
The team worked closely with UX designers, Solution Architects (SA), Business Analysts (BA), and the Product Manager to align on the overall vision and technical requirements. Regular workshops and brainstorming sessions were held to ensure that all perspectives were considered, especially around market variations.
Localised customisation
Efforts were made to ensure that the customer experience remained consistent while accommodating cultural and language differences. This involved working with regional teams to adapt content, navigation and vehicle variations to local markets.
Designing for scalability and flexibility
The solution was designed to be scalable, ensuring that it could adapt to different business models and content needs across markets. This involved creating flexible data structures and interactions that could handle various languages and regional requirements.
Iterative development and testing
The team followed an agile approach to continuously test, refine and roll out updates in response to feedback from the Mexico launch. This allowed for adjustments based on customer behaviour and preferences in real time.
What was achieved
Successful MVP launch in Mexico: The feature went live successfully in Mexico, where customers were able to save and retrieve their customised vehicles during their browsing experience. This laid the foundation for global scalability.
Global rollout: The solution was subsequently launched in the UK, expanding the feature’s availability and ensuring a consistent user experience across markets.
Scalable and flexible solution: The platform’s ability to handle local business models, languages and cultural variations without compromising the user experience demonstrated the flexibility and scalability of the solution.
Enhanced customer experience: Customers benefited from a seamless and personalised experience, which helped boost engagement and satisfaction on the platform.