//
FORDยบOWNER
//
NORTHยบAMERICA
//
WEB
// FORDยบOWNER // NORTHยบAMERICA // WEB
GLOBAL OWNER EXPERIENCE (WEB)
GOALS & OBJECTIVE
FROM:
REGIONAL EXECUTION & FEATURE BASED
Siloed discussions and executions .. resulting in high costs, etc..
TO:
GLOBAL PLATFORM - CONSUMER / VEHICLE FOCUSED
Code reuse, (4) foundational features that CX features will integrate with.
IMPLEMENT A
CROSS-PLATFORM
GLOBAL EXPERIENCE
OPPORTUNITY
SOLUTION
โ
GLOBAL OWNER EXPERIENCE
OWNER ACCOUNT ALIGNMENT FROM REGIONAL DIFFERENCES TO A GLOBAL CONVERGENCE
Globally, Owner sits on separate stacks, is powered by different AEM component frameworks, and is presented through different UX, style guides, and strategies. Our current situation lacks fitness across tech, CRUX, analytics, and strategy.
GLOBAL ACCOUNT SINGLE SIGN-ON
GLOBAL ACCOUNT OWNER EXPERIENCE
GLOBAL ACCOUNT | OWNER STATE NO.1 UNAUTHENTICATED
GLOBAL ACCOUNT | OWNER STATE NO.2 RESERVED / ORDERED
GLOBAL ACCOUNT | OWNER STATE NO.3 NEW OWNER
GLOBAL ACCOUNT | OWNER STATE NO.4 EXISTING OWNER
โ
ROCKET SETUP
OWNER JOURNEY | PRE - DELIVERY
OWNER JOURNEY PRE-DELIVERY STATE
NEW OWNER: SARAH | AGE: 28
Sarah just purchased a brand new CX727. After a couple of hours of perusing the dealership lot and test-driving several different trim levels,
Sarah is excited for the Fusion to finally be hers. As financing begins, Sarah starts to feel restless from being at the dealership for so long.
USER JOURNEY NO.1 ROCKET SETUP
VEHICLE HAS SHIPPED
Sarah receives a communication informing her that her vehicle has shipped. Within that communication, there is a brief explanation and a link to Rocket Setup.
BEGINNING ROCKET SETUP
She clicks on the link, authenticates, and begins the process, but partway through, she needs to step away.
USER JOURNEY NO.2 ROCKET SETUP
RETURNING TO ROCKET SETUP
Later, Sarah comes to the Ford Owner site and is easily able to hop back into Rocket Setup via a prominent callout on her CX727 vehicle page.
VEHICLE AND PROFILE ALIGNMENT
As she completes Rocket Setup, Sarah goes back to her Ford Owner vehicle page, which now reflects the information she just entered. Some info has even populated her user profile.
A TRUSTED RESOURCE
With all the great content available to learn about her new vehicle, Sarah decides to return to Ford Owner each time she wants to learn more about her CX727
โ
OWNER ONBOARDING
OWNER JOURNEY | PRE - DELIVERY
EV-OWNER ONBOARDING
ECOMMERCE PURCHASE COMPLETED
Sarah receives a post-purchase communication with an overview of her purchase. It includes a link to Feature Familiarization for her specific vehicle. Sarah clicks on the link and authenticates to access her CX727 owner page. The page includes access to overviews on features that are included in her vehicle.
LEARNING ABOUT CHARGING
Within that same communication, Sarah sees a link providing an overview on Charging. She clicks through to an unauthenticated page that provides a comprehensive overview of all the various Charging features that come with her CX727
CHARGING : 101
COMMERCE PURCHASE COMPLETED
A few weeks after purchasing her vehicle, Sarah wants to search for information on Charging her CX727.
After performing a Google search, Sarah clicks on a CX727 Charging Overview. This page includes quick, digestible overviews and deep dives on all things charging.
Sarah is most interested in learning about Charging Status, Charge Times and Charge Level Notification. She clicks through on each topic to learn more.
โ
OWNER FEATURES
OWNER JOURNEY | PRE - DELIVERY
FEATURE // TRIP PLANNER
TRIP PLANNER LAUNCH
Later, Sarah receives an email that a new feature, Trip-Planner, has recently launched in Ford Owner.
Later that day, she searches for "Ford Trip Planner" and lands on an overview page for the new feature. She authenticates with her Ford Owner account to save the trip she's planned.
FEATURE // MAINTENANCE โ REPAIR
VEHICLE HAS AN ISSUE
During her usual commute, Sarah has a bad incident with a pothole. Concerned about an odd sound, she decides to stop.
FINDING ANSWERS
Sarah is accustomed to going to Ford Owner for answers to her vehicle questions, so she pulls up Ford Owner on her mobile device. As she begins to log in to Ford Owner, Sarah notices a Roadside Assistance callout.
BUILDING CONFIDENCE
Tapping on the callout, Sarah pulls up Roadside Assistance information and sees there is content relevant to her CX727. Reassured that the team dispatched to help will know what to do with her CX727, Sarah reaches out to Roadside Assistance