Luxury car company Lexus has 28 dealerships throughout Australia that, until recently, were primarily focused on supporting customers and owners in their brick-and-mortar locations.

However, the 2020 COVID-19 pandemic and resulting lockdowns made it critical for each dealership to have greater visibility of the digital customer journey.

IE recognized that dealers needed more oversight over their online presence, and recommended the creation of a dashboard to show dealers how users are interacting with their website. As many in-person interactions migrated to the digital space, IE was proactive in ensuring that the dealers maintained oversight over how their customers were interacting with all touchpoints. The resulting dashboard can be fired up at any time and gives up-to-the-hour data on what customers are doing on-site, while also giving Lexus Australia better oversight of its dealer network.

IE took the following approach to create the dashboard:

1. Designed the dashboard based on existing monthly reports used for the national website.

2. Reviewed and analyzed data quality of key metrics.

3. Created a dealership dashboard prototype using Google Data Studio.

4. Shared the prototype with selected dealerships to understand usability.

5. Refined the dashboard based on client feedback.

6. Finalized the dashboard for the first dealership use case.

7. Created the production process to replicate across the further 27 dealerships.