“Discovery and Alpha for the service redesign of VWFS’ customer facing dealership solution”

Volkswagen Financial Services' impact

Retailers nationwide
Volkswagen Group is 7th in the 2016 Fortune Global 500 list of the world's largest companies
Single point of control for the entire UK VWFS market
Worldwide, the Volkswagen Financial Services Group employs 15,182 people

We discovered

That the challenge was to create a system that was easier for the dealerships to use and that could be customer facing.

That there was a requirement for the solution design to simplify the workflow for: central finance team, in-store retailers, VWFS business analysts and in-house developers.

We designed

  • A programme of ethnography to establish user requirements across core audiences (retailers, underwriters, risk management, product creation and management, support teams, sales, end customers)
  • A solution to manage and control from one central point, the UK financing of the entire Volkswagen Group (VWG) of brands: Volkswagen, Volkswagen Commercial Vehicles, Audi, SEAT, Skoda, Bentley and Porsche.
  • A solution to simplify and streamlined VWFS’ financial quotation system, making it easier to process more quotes, more often
  • A solution around user needs, rather than technical functionality. 
  • A solution to deliver greater efficiencies and on one that drives efficacy. 
  • A responsive solution facilitating the processing of quotes via mobile devices
A car in the sunset

We delivered

Discovery and insight into how the system could be redesigned to improve: workflow and cost efficiency.

A front-end components library that gave VWFS the code for all forms, actions and styles within the system allowing for the management of global functionality.

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