The digital transformation of car dealerships is an increasing challenge, especially for large groups like Stellantis Latin America. The need to provide faster, more efficient, and integrated customer service led to the initiative of creating customized chatbots for the dealership network. As a UX Designer, I led a discovery process to understand pain points, needs, and opportunities, ensuring a solution aligned with user expectations and business goals.
The process involved a structured workshop with stakeholders and industry experts, using collaborative methodologies to map needs and define strategic directions. The key activities applied were:
