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Defender Conversation Intelligence Application
Improving the experience of tailored vehicle reservations.
I collaborated with the Customer Experience team to explore how generative AI could enhance the client journey through a digital concierge. The concierge would capture client preferences to tailor Defender 90, 110, and OCTA models, using that information to customise their selected vehicle. This personalised configuration would then be presented back to the client ahead of booking a test drive session.
Richard Pittham (Global Creative Director)
Wesley Houghton (Executive Creative Director)
Viraj Joshi (Interaction Designer)
Challenge
To demonstrate how conversational AI capabilities could be used along the client experience journey to increase test drive bookings and vehicle reservation.
What I did
- I refined the UI provided by the Customer Experience team to ensure it aligned with Defender’s brand identity.
- I built interactive prototypes for the Defender 110 and OCTA models to support user testing and demonstrate the proof of concept.
- I transformed the prototype into a motion graphic video that highlighted key features, which was then presented to the wider design team and the JLR board of directors.
Skills used
UI Design
Prototyping
Video Editting
Figma
Premier Pro
After Effects
"There is no way we could have delivered Halo Journeys, Conversation Inteligence (Gen AI x Unreal), MLDX or Future Jaguar without Lawrence on the team. He is extremely hard working. Nothing is ever a problem. He takes creative direction well and always finds multiple solution to a creative problem."
Richard Pittham (Global Creative Director at Accenture Song)
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