Honda
Platform Integration & Customer Journey Mapping for Honda
Brief
Honda partnered with Taurus Motor Finance to provide customers the option to apply for vehicle loans through an external portal. However, technical limitations with the API and budget constraints led to a disconnect between the Honda website and the loan application portal, resulting in a poor user experience and inconsistent branding.
Background
Our task was to ensure seamless platform integration between the Honda website and the Taurus Finance portal while maintaining Honda's brand consistency. We needed to address these issues by improving the usability of the loan application process while enhancing the customer experience journey.
35%
Increase in online orders 2023
Solution
To tackle these challenges, we conducted interviews with both the Honda team and their technology partner to understand the technical constraints. With this insight, we mapped out the ideal customer journey, taking into account the limitations of the platforms. Using this map, we created UX wireframes to outline the process and ensure smooth navigation. These wireframes were then collaboratively refined with input from Honda and external tech partners.
Through effective platform integration and detailed customer journey mapping, we bridged the gap between Honda’s website and the Taurus Finance portal. The integration resulted in a streamlined, consistent experience for users, improving the loan application’s usability and flow. As a result, customers experienced a more cohesive customer journey, with Honda’s branding remaining intact from start to finish, reinforcing a strong and consistent identity across the entire application process.
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