Lincoln Concierge

The Ask

Create an integrated service to support Lincoln shoppers with features such as a 24/7 phone line, chat, curated articles, the ability to save vehicles from Build & Price and then compare and shop them and to see an activity log of all Concierge interactions. This effort was targeted at a specific user archetype and was meant to build a personalized relationship with both new and prospective Lincoln customers.

The Solution

Separate user paths (with assigned user personas) were created to help clients and development teams understand the complexity of the registration/cookie process both for users logged in and users partially or not logged in. Each user path had its own clickable iRise prototype. Additionally, wireframes for all aspects of the service were created (for desktop and mobile both). Remote-intercept based usability studies before and after launch was conducted to evaluate the success of the interface.