Gowago / Case study

Delivery, made clear

A clearer journey from order to handover, with live updates and less manual coordination.

User Research
Product Design
Service design
Car leasing — project context
My role
Product designer
Timeline
Feb–Apr 2023
Team
1x Product Manager, 2x Developers, 2x Delivery Specialists
01 / The challenge

The sale was guided.
The wait wasn’t.

Gowago’s digital leasing journey guided customers through their application step by step. After the sale, that clarity disappeared: customers couldn’t see their delivery status or expected date, and had to call the delivery team for updates.

As delivery volume grew, the team struggled to keep up with questions. Information was scattered across emails, notes, and systems, making it difficult to cover for absent colleagues or give every customer a consistent experience.

“I felt forgotten after the sale.”Customer
02 / The research

One journey.
Two sides of the problem.

We started by observing the delivery team’s processes and interviewing stakeholders. Together, we explored how updates were handled and where information became difficult to retrieve.

We then explored the customer perspective through nine interviews at the point of delivery. Analysing these experiences revealed a gap between the guided sales process and the uncertainty that followed.

Customers needed visibility.

Current status and the expected delivery date were the biggest gaps. Required documents and next steps were also unclear.

Updates depended on people.

Customers called for information that wasn’t available digitally, adding repeated coordination work as delivery volume grew.

Continuity was fragile.

With information spread across different places, team absences made it harder to retrieve updates and provide consistent support.

03 / The design

Connect the update
to the work behind it.

The research pointed to a connected service: customers needed a reliable place to check progress, while the team needed the same delivery steps reflected in its working tools.

We grouped pain points and opportunity areas in an affinity map, then translated them into a blueprint-style wireflow connecting the customer experience with the team’s internal process.

HubSpot stageMail to customerLive status page
Original blueprint aligning HubSpot stages, customer emails, and live status pages across the delivery journey
Read across for the delivery journey; read down for the connection between HubSpot, customer emails, and the live status page. Scroll to explore and select the image to open the complete original.

For customers: automated notifications and a live status landing page with updated delivery information and clear next steps.

For the delivery team: the same steps mirrored in a HubSpot funnel, with triggers and properties connecting internal progress to customer-facing updates.

By connecting customer updates to the operational workflow, we addressed both the lack of visibility and the team’s need for more consistent information.

04 / The results

More clarity.
Less coordination.

17%Fewer delivery activities within six months
16%Less time on customer calls
6/7Average delivery satisfaction

Post-launch evaluation included a survey of 100 customers and follow-up interviews.

EN

1 / 3 · Car ordered

The delivered experience: status updates and customer actions in one place. Mobile view adapted from the original desktop interface.