Karine Tardivel Portfolio

Home

About

Karine Tardivel

Karine
Tardivel

LOOKERS

Digital transformation

Digital
transformation

Digital transformation

Helping Lookers to accelerate their online sales Journey.

Helping Lookers to accelerate
their online Sales Journey.

Helping Lookers to accelerate their online
Sales Journey.

Helping Lookers to accelerate their online sales Journey.

LOOKERS

Digital transformation

Helping Lookers to accelerate their online sales Journey.

LOOKERS

Digital transformation

Helping Lookers to accelerate their online sales Journey.

LOOKERS

Digital transformation

Helping Lookers to accelerate their online sales Journey.

The brief

Lookers sought to digitise their customer buying experience to compete with industry leaders like Cazoo and Cinch. At a critical juncture when the project had stalled,
we reimagined and designed the end-to-end sales transformation, enabling Lookers to move forward with confidence.

Lookers sought to digitise their customer buying experience to compete with industry leaders like Cazoo and Cinch. At a critical juncture when the project had stalled, we reimagined and designed the end-to-end sales transformation, enabling Lookers to move forward with confidence.

My role

I led a team of three designers and a product analyst on this project, focusing first on developing a UX strategy and creating a delivery plan that met Lookers’ timeline. I guided the team through every stage, from research and design to the successful delivery of their MVP.

I led a team of three designers and a product analyst on this project, focusing first on developing a UX strategy and creating a delivery plan that met Lookers’ timeline.
I guided the team through every stage,
from research and design to the successful delivery of their MVP.

The approach

We began by leveraging previous research and competitor analysis to generate concepts, which we tested with Lookers’ three primary personas. Following this, we created a robust design system and high-fidelity designs to support the product’s initial release.

Initial UI designs

Initial UI designs

Initial UI designs

Designing Journeys and Persona Testing

In the early stages of design, we used the client’s requirements to craft initial user journeys for key car purchasing options, such as reserving a vehicle, scheduling a virtual tour, and applying for finance.

To validate these flows, we conducted usability testing with 12 participants representing Lookers’ three key personas: the dealer-trusting traditionalist, the hybrid customer, and the online-savvy modernist.

Our primary focus was to ensure the flow was user-friendly and that customers could seamlessly complete steps like purchasing, reserving, and booking test drives online.

Key areas of exploration included the optimal placement of deposit payments, clarity of financial language, usability of the prototype, customer comfort in contacting Lookers when needed, and willingness to opt-in for marketing messages.

In the early stages of design, we used the client’s requirements to craft initial user journeys for key car purchasing options, such as reserving a vehicle, scheduling a virtual tour, and applying for finance.

To validate these flows, we conducted usability testing with 12 participants representing Lookers’ three key personas: the dealer-trusting traditionalist,
the hybrid customer, and the online-savvy modernist.

Our primary focus was to ensure the flow was user-friendly and that customers could seamlessly complete steps like purchasing, reserving, and booking test drives online.

Key areas of exploration included the optimal placement of deposit payments, clarity of financial language, usability of the prototype, customer comfort in contacting Lookers when needed, and willingness to opt-in for marketing messages.

Initial Usability Testing Validating Proposition

Testing findings

The usability testing revealed several key areas of confusion and hesitation among participants, such as uncertainty about what would happen after clicking the call-to-action button to pay or reserve, and confusion over financial options like PCP and HP.

These findings highlighted the need for clearer communication and more intuitive design. We addressed all the issues identified during testing and amended our designs accordingly to ensure a smoother and more user-friendly experience.

Excerpt from the Usability Test Playback Presentation

Excerpt from the usability test playback presentation

Excerpt from the usability test playback presentation

Building a design system

As part of the Lookers technology transformation project, we developed a comprehensive design system to unify and streamline the user experience across their digital platforms. This design system served as a single source of truth, enabling consistency in design, reducing duplication of effort, and accelerating the delivery of new features.

By standardising components and patterns, we empowered the team to focus more on solving complex user problems rather than reinventing the basics. The design system not only enhanced visual and functional consistency but also improved scalability, ensuring that Lookers could adapt and evolve their digital presence efficiently in the future.

Looker's design system samples

Stakeholder Alignment & Final Design Refinement

Following the usability testing, we presented our findings to stakeholders through a detailed playback session, highlighting key areas of user confusion and hesitation.

This session was pivotal in securing client buy-in for making crucial design changes aimed at improving the conversion rate. By clearly demonstrating the impact of these adjustments on user experience and business outcomes, we built consensus around the necessary updates.

With stakeholder alignment, we refined and finalised the designs, ensuring they addressed the identified pain points and positioned the product for greater success.

Final designs

Final designs

Final Designs

The results

We delivered Lookers’ MVP on time and within budget, instilling confidence that the design was a strong foundation for their online buying journey.

The impact of our work was significant: the ‘in-person’ sales cycle was dramatically reduced, with negotiation times dropping from an average of 4 hours to just 1 hour as customers could now research thoroughly, buy, or reserve their vehicles online.

Additionally, the platform became the cornerstone of Lookers’ analytics capabilities, enabling a truly data-driven strategy. Due to our hard work and innovative solutions, Lookers won the Online Customer Experience Award in 2022.

We delivered Lookers’ MVP on time and within budget, instilling confidence that the design was a strong foundation for their online buying journey.

The impact of our work was significant:
the ‘in-person’ sales cycle was dramatically reduced, with negotiation times dropping from an average of 4 hours to just 1 hour as customers could now research thoroughly, buy, or reserve their vehicles online.

Additionally, the platform became the cornerstone of Lookers’ analytics capabilities, enabling a truly data-driven strategy. Due to our hard work and innovative solutions, Lookers won the Online Customer Experience Award in 2022.

Get in touch

Email me at: karine.tardivel@gmail.com