Destination: Straight Ahead!
It’s been a long yet exciting journey to get here, but we’ve finally reached the end of sprint 10! This sprint we’ve put the finishing touches on our prototype, research tool, and customer journey map, as well as started preparing for our final deliverables. We can’t wait to show off our final project— we’ll see y’all at our final presentation!
Meet Noah
We’ve been hard at work building out our Voiceflow prototype to be more robust with intents and utterances, but what exactly does the full experience of using our conversational agent look like? Rather than telling you, meet Noah, and watch as he heads to CarMax to find the perfect car for him!
We used Noah, who embodies all of the characteristics of our target persona, as a narrative tool for how one would interact with the conversational agent we’ve designed during the hands-on experience. In our videos, you’ll see him be introduced to the agent, ask it questions, and be asked questions. This is just a short snippet of the experience, so be sure to come to our summer presentation to see how Noah’s journey ends!
Behind the Scenes
Our team had a lot of fun driving around Pittsburgh filming our demo video!
What’s Next?
We’ve built our Voiceflow prototype specifically for the hands-on experience, (try it out for yourself here!) but we’ve also thought about how this conversational agent could interact with the shopper throughout their journey at CarMax. How will the shopper first be introduced to the agent? What data does the agent have, and how and when does it use it? What role does the sales consultant play in this experience?
We created a customer journey map of how we imagine our conversational agent could exist beyond the on lot experience.
This portion of the journey map gives more insight into how the entire service of using the agent has been designed, including what the CA is doing and what the sales consultant is doing while the customer is looking at and test driving the car. This is the portion we’ve built out most in depth, and the part we’ve prototyped.
Finally, we also considered how the agent’s relationship with the shopper could continue after the purchase. Our team has designed the intelligent WoZ research tool, so that CarMax researchers can continue to build on the research we’ve begun.
It’s about the Journey, not the Destination
Our final destination, our summer presentation, is just around the corner, and we couldn’t be more excited to share everything we’ve done. Our team is proud of what we’ve been able to accomplish, and all that we’ve learned along the way to create the final deliverables that we have!
