KARFARM AI CHATBOT
TEAM PROJECT
01. INTRODUCTION
KarFarm is a customer engagement platform to empower customers to choose their own sales/service staff. It also provides valuable data for OEM companies in the auto-industry so they can make better business decisions.
Objective
Car buyers want to use mobile messaging to communicate with dealership staff as mobile became the main communication device. A huge majority of auto dealerships still prefer phone calls and emails. KarFarm team determined the current problems of the customer engagement and car purchasing process.
Problem
*Twilio and KarFarm internal research
89% of customers want to use messaging as the main channel of communication with dealerships.
15% of salespeople at dealerships use messaging to communicate with their customers.
Solution
Whether the customer engagement happens on the dealership homepage, OEM e-commerce site, or other third-party sales lead generation sources, KarFarm AI system piggybacks the lead routing process and reaches out to the customers as they are routed to the CRM software.
02. PROCESS
User Research
Today’s customer engagement happens in a noise-filled environment with a random salesperson. KarFarm funnels all online and offline engagement directly to a consumer selected salesperson. The ability for the consumers to choose their own salespeople haven’t been available until KarFarm.
Target Audience
People shopping for cars (Car Shoppers)
– Income: Depends on the car model and manufacturer they select
– Age: Ages between 25 and 45
– Early Adopters
– Primarily shop with mobile apps
– People who check reviews before they purchase products and services
Primary Persona
Name: Alicia Warner
Age: 32
Gender: Female
Location: San Francisco, CA
Education: MA, Computer Science
Income: 80K
Occupation: Software Engineer
Marital Status: Single
Alicia is a software engineer in her early thirties. After work, she likes to hang out with her friends and walk her dog. She mostly shops online and sometimes orders groceries online as well. She is good with technology and frequents Yelp, Airbnb, and TripAdvisor.
Empathy Map
03. APP DESIGN
Wireframe
04. FINAL DESIGN
05. BRANDING
Color
Typography
Icons
