KAVAK Store Design
A design system based on Customer Journey
Role
Tool
Duration
Architectural Designer
Project Manager
Autocad, Photoshop
2021 - 2022
CONTEXT
KAVAK is a global company revolutionizing every step of the used-cars trading market. Starting with the disruption of the buying/selling experience.
Even though Kavak is an online platform, the customer experience in the stores is key to the success of the company.
MY TASK
As a Design Architect and Project Manager, my responsibility was to growth of the offline experience being able to create a link between the online process, the physical retail supports to develop the business.
CONCEPT
There are two types of journey; Car Journey and Customer Journey. Car journey describes the cycle of the car from drop off by a customer until the maintenance in the reconditioning center. Customer Journey involves first contact with Kavak, special showroom experience until delivery and warranty period.
- Customer Flow -
Kavak Showroom Stores are mainly located in basements of shopping malls and the objective is to buy and sell cars.
Seller
Customer
Buyer
Customer
A price offer is made to the customer
Arranges an online appointment
Visits store with the car
Car goes through an inspection
If customer also wants to buy a new car
A list of diagnosis is evaluated
Arranges an online appointment
Arranges an online appointment
Arranges an online appointment
Arranges an online appointment
Arranges an online appointment
Experiences Customer Journey in KAVAK STORE
Delivers their car from the showroom
- Kavak Store Layout -
KAVAK store layout
Customer circulation scheme
1. Waiting Area
2. Reception
3. Treshold
4. Preamble Room
5. Data Room
6. Kavak Factor
7. Waiting Area
8. Transaction Area
9. Delivery Bays
video installation cabins
purchase instructions
car catalogue computers
room with an actual car inside
payment/notary
customer receives the car
- Room Typologies -
Waiting Area & Reception
Waiting Area & Reception
Preamble Room
Treshold Room
Explosion Area
- Kavak Factor Room -
Parasol lighting dims up/down simultaneously with video to make the car part of the experience
An actual car is located for customer to touch and feel the materiality of the car
After the video ends, arrows lights up to lead customers to the next room
TVs and speakers turn on with a video explaining 'how KAVAK prepares the cars'
Customer enters the room and stands by the car
- Car Journey -
Drop-Off Area
Car Backlog
Inspection Lines
Photobooth
Checked Cars
Back Office
Car Parking Floor of Shopping Mall
Inspection Lines
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Pop-up Store Module
REFLECTION
In parallel to architecture's user-centric approach, specifically in Kavak's philosophy, customer experience comes in the first place.
In my experience in Kavak, I always put myself in customer's shoes and imagine how they'd feel in every design decision. I believe this is how we brought buying car experience into another dimension.