In 2024, Autotrader, the largest automotive marketplace in the UK, partnered with Thoughtworks to develop a CX modernisation strategy to guide the next stage of their enterprise - to become an omnichannel marketplace for digital retailing. Along the way we learned which concepts worked best to tell the story of what we needed to change - pain points, use cases, journeys and capabilities - as well as how to shift an opinionated, engineering-led business towards a customer-first mindset, serving customers and employees alike. Our 18-month journey took us to the heart of the organisation, understanding employee behaviour and motivation, the products and services used to deliver value and the operational processes, technology and data at the core of the business.
Attendees will hear some practical lessons on what it takes to deliver change spanning years in an organisation used to making day-to-day decisions and how to untangle decades of legacy systems to enable future potential."
Stuart is an experienced strategic design consultant driven by curiousity, with a creative and original thinking style, comfortable in unknown or ambiguous situations and happiest when coming up with new concepts and ideas. Stuart likes to dig deep into the inner workings of organisations, systems and people seeking insights for the creation of new products and services, operational improvements or CX innovation.
Maggie Walsh is Principal Product Lead at Auto Trader UK, leading a customer experience initiative working with a team of technologist, designers and operational experts to deliver quality interactions, conversations and experiences between consumer, customers and our AT colleagues through the use of new technologies and best practices in designing for serviceability. Maggie is passionate about applying lean principles and user-centred design to create innovative and impactful solutions. Maggie has successfully led transformations to agile ways of working, coached and mentored outcome-driven product teams, and facilitated strategy and research activities with diverse stakeholders.
Intersection 25 is the leading global event on Enterprise Design.
