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Volkswagen Connected Customer Journey

Award: Wood Pencil

Wood Pencil / Digital Design / Service Design / 2017

Volkswagen UK’s digital journey began in 2007 with a challenge from the CEO: I want the best automotive digital platform in the world. Its taken 9 years to complete but we are the first automative to have a complete a connected journey for customers. From advertising to website, to showroom apps, to personal accounts and broshures to owners apps that help you manage being a car owner till you reach the end of a financial deal. A full customer journey supported by digital tools and platforms.

Solution & Cultural Context:
For two decades, Tribal has managed Volkswagen UK’s digital ecosystem - pushing boundaries, embracing emerging technologies, and setting new standards of excellence.
We worked out the customer journey and how we could help people travel through a Volkswagen journey from the website, apps to showrooms, social media we’ve grown the brand across a full range of products and services. We have created a complete connected customer journey.

Viewing Instructions:
For Volkswagen we have created a collection of digital touch points that connect a customer from a first awareness to owner. It has taken 9 years to complete and is an unusual entry to D&AD but brand, tone and experience has continued across all digital touch points and customers are carried through to the end of ownership with My VW App that tells you when you can upgrade you car.

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