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Moments in the automotive journey

To better plan future features, content and functionality, Volvo asked us to map customer needs across all of their digital and non-digital channels in one view. I built on the research I had already done for Nissan (see the Helios project for more) to create a Customer Moments Map charting hundreds of current and future customer needs. Volvo used this heavily in feature planning and it also informed some of their campaign strategy.



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