Showcase : Service Design
Car Dealership Experience Reimagined
Problem Statement
A major financial services company discovered their network of partner relationships—critical intermediaries who connected them with end customers—was at risk. These partners worked with multiple competing providers, and in an era of rapidly evolving user expectations, traditional partnership models were no longer sufficient. The challenge: how to transform complex multi-stakeholder experiences to not only retain but expand market position when partners have countless alternatives and end-user satisfaction directly impacts partnership loyalty.
How this relates to your needs
Every organization serving older adults operates within complex partnership ecosystems where multiple stakeholders influence user outcomes. Whether you're working with healthcare providers, insurance companies, family coordinators, or technology vendors, your success depends on partners who also work with your competitors. The methodology I used here addresses the unique challenge of multi-stakeholder experience design—how do you create value for both direct users and the intermediary partners who serve them?
This approach helps you navigate situations where user satisfaction, partner efficiency, and operational complexity intersect. Whether you're scaling through provider networks, managing referral relationships, or coordinating care across multiple organizations, this framework ensures your partnerships become competitive advantages rather than operational burdens. The systematic analysis reveals how to strengthen relationships with intermediary stakeholders while ultimately improving outcomes for the end users you all serve together.
The Blueprint
Modeling current-state - 18 days to close a car financing deal. Poor experience to the car-buyer, dealership and firm’s employees.