Dobot

Defining and designing a financial business, brand and product.

Audi

Customer Feedback Experience

Making feedback part of the experience.

Audi

Test Drive & Delivery

Creating moments to remember.

76

Reinvigorating an iconic West Coast brand.

Audi

Kundenbegeisterung

Creating lifelong fans with a customer-centric experience.

Massage Envy

Rejuvenating a massive wellness business across brand, space and experience.

Technovation

Creating an energetic new brand for women entrepreneurs.

mediaX

Branding Stanford’s industry affiliate program dedicated to the intersection of people and tech.

ZERO1

Uniting two disparate industries under one cohesive brand.

Health Builders

Telling a story of hope in a country scarred by conflict.

Challenge

As Audi looked to shape experiences connected with customers, the first step was to understand and prioritize interactions that define their dealership experience. Through qualitative and quantitative research we identified key moments in the purchase process that have the greatest impact on satisfaction and loyalty. Two opportunities to connect owners to their cars stood out: test drive and delivery. We challenged ourselves to create unique brand experiences that would make these moments in the customer journey more memorable and meaningful, and start their ownership experience off right.

Approach

We spent weeks shadowing and talking with Audi customers and dealership employees. The insights we gathered became inspiration for co-creation sessions we lead with representatives from Audi of America and dealerships. From there, VBP Orange designed a system of customer-centered experiences dealers could implement at key moments during test drive and delivery.

  • Strategy
  • Branding
  • Environmental
  • Communications
  • Collateral

Challenge

As Audi looked to shape experiences connected with customers, the first step was to understand and prioritize interactions that define their dealership experience. Through qualitative and quantitative research we identified key moments in the purchase process that have the greatest impact on satisfaction and loyalty. Two opportunities to connect owners to their cars stood out: test drive and delivery. We challenged ourselves to create unique brand experiences that would make these moments in the customer journey more memorable and meaningful, and start their ownership experience off right.

Approach

We spent weeks shadowing and talking with Audi customers and dealership employees. The insights we gathered became inspiration for co-creation sessions we lead with representatives from Audi of America and dealerships. From there, VBP Orange designed a system of customer-centered experiences dealers could implement at key moments during test drive and delivery.

  • Strategy
  • Branding
  • Environmental
  • Communications
  • Collateral

Celebrating delivery

After successfully negotiating a luxury car purchase, customers expect a certain level of refinement and respect in the remainder of the process. So we designed three elements that dealerships could easily incorporate into the delivery process to make it more personal and meaningful for their customers. A folder clearly signals to dealership employees that a customer has just made a car purchase and congratulations are in order. A hangtag welcomes the customer and feeds the customer’s pride of ownership. And the iconic moment when the new keys are handed to the customer is transformed from a mere transaction to a ceremony.

Celebrating delivery

After successfully negotiating a luxury car purchase, customers expect a certain level of refinement and respect in the remainder of the process. So we designed three elements that dealerships could easily incorporate into the delivery process to make it more personal and meaningful for their customers. A folder clearly signals to dealership employees that a customer has just made a car purchase and congratulations are in order. A hangtag welcomes the customer and feeds the customer’s pride of ownership. And the iconic moment when the new keys are handed to the customer is transformed from a mere transaction to a ceremony.

The perfect fit

VBP Orange continued to heighten the Audi customer experience at the beginning of the client’s journey: the test drive. Test drive is a transformational moment—where a car becomes their car. To help customers find the right Audi for them, our team developed The Audi Fitting. Inspired by the Audi sportscar experience, the Audi Fitting brings driving practices born on the track into every test drive experience.

The perfect fit

VBP Orange continued to heighten the Audi customer experience at the beginning of the client’s journey: the test drive. Test drive is a transformational moment—where a car becomes their car. To help customers find the right Audi for them, our team developed The Audi Fitting. Inspired by the Audi sportscar experience, the Audi Fitting brings driving practices born on the track into every test drive experience.

This was a model for future projects. The group came up with four different items for test drive and delivery, at an extremely low cost that have had an unbelievable impact on the customer. And since no capital improvements were needed, all Audi dealers can participate in this program and get results.

Thom Rockey, General Manager, Paul Miller Audi
i

Because our designs are inspired by deep consumer research, we move quickly to prototype the most compelling concepts. We know the best way to make our ideas even better is to put them in the hands of the people we’re designing for, and listen to what those people have to say about them.

Well, hello.

VBP Orange

201 Post Street, Suite 200
San Francisco, CA 94108
+1 415-962-3040 

hello@vbporange.com

New Business

Brian Diecks
Director of Client Services and Production

+1 415-962-3040

VBP Orange

201 Post Street, Suite 200
San Francisco, CA 94108
+1 415-962-3040 

hello@vbporange.com

New Business

Brian Diecks
Director of Client Services and Production

+1 415-962-3040

Well, hello.

VBP Orange

201 Post Street, Suite 200
San Francisco, CA 94108
+1 415-962-3040 

hello@vbporange.com

New Business

Brian Diecks
Director of Client Services and Production

+1 415-962-3040

VBP Orange

201 Post Street, Suite 200
San Francisco, CA 94108
+1 415-962-3040 

hello@vbporange.com

New Business

Brian Diecks
Director of Client Services and Production

+1 415-962-3040