Overview
Enalbing the fully digital buying experience for the launch of the Ford Mach-e.
Deliverables
Design System Expansion
In-Product UI & Microinteractions
E-commerce Experience
Ownership App Integration
Help Ford customers shop and buy their new Mach-e in Europe and the Americas. Giving them a sense of ownership once they reserve their vehicle.
Ford was preparing to launch it’s new Mustang Mach-e throughout 2020 & 2021. They wanted to create a Shop & Buy experience that was trustworthy, frictionless, and instilled an immediate sense ownership of the vehicle. This project highlights the benefits of lean and agile principles even when you think you have a predictable path to delivery. It demonstrates that using (and balancing) the right amount of processes, frameworks, and principles can help cross-functional teams make progress quickly.
CHALLENGES
Discover how a new reservation and ordering system will be experienced by customers
Identify risks and constraints to delivering instant credit decisions for car buyers
Translate existing design system to a mobile experience
APPROACH
Discovery & Definition
Team Inception Workshop: A workshop that allows us to define our goals, guiding principles, and callout challenges we think we’ll encounter doing this work. We co-designed an approach across all the disciplines on the team (Product, Engineering, Architectural, Visual, and Experience)
Customers would have long wait times for their credit decisions - What would we do?
The biggest technical risks were integrating lenders across Europe and North America
Tailoring the customer application to the various finance application formats
Product Strategy & Delivery Cadence
We chose a dual-track implementation approach to manage the unknowns. The Delivery track would address the technical integration risks as first priority. The Discovery track would address product risks around compliance, legal, and user experience.
The technical de-risking began with a lean implementation of the Credit Application. Other areas of the purchase flow would be address afterward as they represented smaller relative risk.
Lean MVP to Shippable Product
We designed and tested a standalone version of the Finance Application. This working software performed most of the essential functions of the production application and allowed us to successfully configure a vehicle for purchase, get an accurate price, and submit a credit application to the multiple financial partner integrations.
RESULTS
We defined and delivered a large part of Ford’s vision for online reservations and ordering. A simple modular design that allowed thousands of customer to place vehicle orders everyday.
