MyNISSAN app

Case Study: MyNISSAN App Service Offers Integration The Ask: Nissan North America aimed to elevate the MyNISSAN app by seamlessly integrating service offers, enhancing the overall customer experience within the app. The Opportunity: Nissan saw the chance to transform the app from a purely functional tool into a dynamic, lifestyle-oriented platform. This evolution would not only enhance user engagement but also boost adoption rates by ensuring the app’s relevance in customers’ daily lives. The Challenge: Despite offering robust service channels, Nissan identified a gap in leveraging the MyNISSAN app as a fully integrated service platform. Addressing this would require expanding the app’s functionality and positioning it as a key channel in their customer service ecosystem. The Team: I managed a team of two designers, collaborating closely with our strategy team to deliver a comprehensive and user-centered solution. Our process began with an in-depth competitive analysis of other automotive apps, allowing us to identify opportunities and set benchmarks. Together, we developed new UI patterns, crafted detailed wireframes, mapped user flows, and delivered high-fidelity prototypes using Figma. We worked directly with key stakeholders, including Nissan’s CRM Strategy and Operations, Senior Manager of Aftersales Service Marketing and Retention, and their Brand & Creative Marketing Leader. The Approach We wanted to ensure that this new feature integration utilizes data to enable a contextual offers experience that increases engagement and provides service-oriented value to customers within the MyNISSAN app. User Interviews: We interviewed the Brand & Creative Marketing Lead and Senior Manager, Aftersales Marketing and E-Commerce at Nissan North America to get a better sense of their current offers and how they’re delivered. Result: We created an offers strategy based on our understanding of the types of offers they have, the purpose each serves, the desired impact for all stakeholders (owners, dealers, and the business), and how they are currently communicated to drivers. This strategy enabled us to establish Strategic Experience Pillars that guided an in-app messaging strategy, in-app comms opportunities, and concept creation.