Lucid
Lucid's Goal
In a world rapidly embracing the future of electric vehicles, Lucid Motors stands at the forefront of innovation, redefining the boundaries of sustainable mobility. Our goal was to create a seamless and delightful journey for customers to reserve and purchase the vehicle through the website.
Initial Challenges to Overcome
In the initial stages of the project, we evaluated Lucid’s account portal and observed that users could only reserve a vehicle, and subsequently, they had to wait for over two months before Lucid customer service would reach out with further instructions for purchasing the car. The entire transaction process, including payment, documentation, and other details, was conducted over the phone due to the absence of a physical dealership and sales personnel to assist customers.
We identified several pain points that customers commonly experience when buying a car, such as the lengthy in-person purchase process and the pressure of dealing with upsells at traditional dealerships. To address these issues, my team and I developed strategic pillars to redefine the transactional experience.
These pillars encompassed various aspects, such as a mobile-first design to enhance accessibility, an organized task list to streamline the process, double confirmation for all forms to ensure accuracy, prioritizing real-time updates on statuses and next steps, and a progressive reveal of form fields to simplify the user experience
Design Process
Comparative and Competitive Analysis
We conducted extensive research, both comparative and competitive, to gain valuable insights into the current market for EVs and their online purchase processes. Our objective was to understand how other companies facilitated user purchases while maintaining transparency in tracking the product online. One noteworthy example that caught our attention was Domino’s Pizza Tracker, which impressively displayed the real-time status of pizza orders from placement to delivery. This concept served as the inspiration for Lucid’s vision to implement a similar user tracking system for our cars, enabling customers to effortlessly follow their order from purchase to delivery, right to their doorstep.
Designing the Experience
Embracing a mobile-first approach, we prioritized the main tasks at hand, ensuring seamless interactions on any device. We designed an intuitive dashboard that provided users with real-time updates on their car’s order status and essential driver information. Collaborating closely with the client, we identified the key elements required for a smooth online purchasing process, including driver identification, insurance details, and other crucial information. By meticulously crafting these elements into the interface, we transformed the car buying journey, making it not only efficient but also engaging, thereby elevating Lucid Motors’ position as a pioneering force in the luxury electric vehicle industry.
The Outcome
My team encountered several challenges while working with the client, compounded by adverse market conditions that hindered production. Despite our best efforts, these obstacles posed some setbacks to the project’s timeline. However, we remained focused in our commitment to delivering the the checkout experience. This experience not only strengthened our problem-solving skills but also highlighted our team’s capability to excel in an ever-changing landscape.
