Nissan — Customer experience as a system, not as stages
Nissan · Automotive · Mexico · LATAM · Customer Experience · Innovation Factory + Patterns
The challenge
Nissan needed to stop thinking about customer experience in isolated stages (pre-purchase, purchase, post-sale) and redesign it as a complete system. Each stage had its own team, its own metrics and its own interpretation of what 'good experience' meant. The customer didn't see that fragmentation. They lived it.
The approach
We mapped the full customer lifecycle, building experience maps for each stage and connecting them into a single journey. We identified the moments where acquisition and retention were won or lost. We designed the service end to end: actions, processes and systems to build the ideal experience across physical and digital channels.
The result
Nissan received an operable experience system, not a journey map to hang on the wall. Each stage with its actions, processes and key moments connected to the others. Internal conversation shifted from 'how do we improve our stage' to 'how do we deliver the complete experience'.
Related service
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- BNP Paribas Cardif — Co-creating the ideal insurance experience
- Scotiabank — A credit card built for young people
Does your customer live an experience or a fragmentation?
If every area sees its stage and nobody sees the full journey, let's start by mapping it together.