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The brief is a Finnish startup which is specializing in selling and buying used cars in new and innovative ways. They’ve won multiple awards, the latest being ‘Entrepreneur of the Year in Finland’ award. Now is renewing and expanding its international presence. New service concepts bring a whole lot of challenges with them; one of them being a safe and reliable delivery and customer service concept for importing cars from Germany to Finland.

The background

From customer’s perspective, buying a used car is always somewhat of a gamble and this is something wants to tackle. They want insights and solutions to following questions: *How to build trust between the customer and seller when used cars are sold *How can you make customers feel that buying a used car from abroad is safe and even attractive possibility

The problem

Trust will be a key element in buying a used car from abroad. You have to find out what the concept of trust means: How will the customer feel when buying a car from abroad? What is the life expectancy of a used in terms of sales etc.?