Polestar is making waves in the electric vehicle market with its clean, progressive, and performance-driven approach. But how do you translate this unique vision of driving into an exceptional delivery experience for customers? Polestar isn’t just another car manufacturer; it’s a brand built by designers who craft every detail of the car with precision. Naturally, the same meticulous care extends to their customer experience, especially at the Polestar Handover Center in Beesd.
Client
Polestar
Services
Experience design, Service Design, Strategy
Team
Jannie, Teun
Strategy
Our task was to elevate Polestar’s car delivery process into a memorable experience that reflects their brand values. The goal was to create a seamless and engaging delivery experience that matches the innovative spirit of Polestar’s vehicles. This meant not just refining standard procedures but completely reimagining what it means to receive a car from Polestar.
Approach
We began by analyzing existing procedures and gathering insights from over 1,500 completed deliveries. Through co-creation sessions with the Handover Team, we identified key touchpoints in the customer journey that needed enhancement. Every step was meticulously planned to ensure it aligned with Polestar’s identity—pure, progressive, and performance-focused.
Result
The result is a refined delivery experience that feels as thoughtfully designed as Polestar's vehicles. Customers are now greeted with a carefully orchestrated handover process that doesn’t just meet expectations but exceeds them, leaving a lasting impression that echoes Polestar’s commitment to quality and innovation. The feedback has been overwhelmingly positive, showcasing the power of combining strategic insight with Polestar's unique brand ethos.
By transforming "picking up your car" into a fully immersive delivery experience, we’ve helped Polestar continue its journey as a true disruptor in the automotive industry.
