Temi x Porsche - Remote Assist
Client:
Porsche Inter Auto
Industry:
Automobile
In partnership with Porsche Inter Auto GmbH, we revolutionised the car dealership experience by integrating the Temi robot for remote interaction. This project allows customers to virtually explore dealerships, interact with vehicles and sales representatives, and even schedule test drives — all from the comfort of their own homes. By merging advanced telepresence with seamless Temi collaboration, we created a cutting-edge, user-friendly solution that redefines the car-buying journey.
The Pandemic Changed Everything
With the pandemic altering consumer behaviour, car dealerships faced a sharp decline in physical visits. The traditional car buying process — heavily reliant on in-person interactions — urgently needed a digital transformation.
The challenge: integrate technology that could enhance the remote car-buying experience without sacrificing the personal touch customers expect. Safety concerns were real, yet buyers still craved the tangible quality of seeing and touching the car before committing to a purchase.
What We Set Out to Do
Primary Goal
Enable potential car buyers to virtually visit and explore multiple car dealerships using the Temi robot, thereby improving the initial stages of the car buying process.
Secondary Goals
Enhance customer engagement through innovative technology use, creating a memorable brand interaction that builds lasting trust.
Reduce the need for physical dealership visits, directly addressing pandemic-era safety concerns while maintaining a premium brand experience.
Build trust in the brand and products by offering a unique, tech-driven experience that customers associate with Porsche's standard of excellence.
Understanding the Landscape
Intent to purchase new and used cars returned almost to pre-COVID-19 levels, yet the digital dimension of the purchase journey had permanently shifted. Less than one-third of younger consumers preferred in-person car sales and aftersales interactions.
A perfect customer journey requires offering each touchpoint on the channel the customer prefers — online or offline. This demands both the right technology and the right organisational approach.
Conversations with Car Buyers
We conducted remote interviews with potential users selected on the basis of prior dealership buying experience. Questions focused on the stages of the car buying process and their previous in-store experiences, uncovering insights that directly shaped the design direction.
Dealership Visits
Customers typically visit the dealership three times, spending between 30 minutes to 2 hours each visit.
Lost Time
Feature Explanation: Customers value taking their time with salespeople to understand all car features.
Comparison: Significant time is spent comparing prices and performance across different models.
In-person visits
Detailed Inspection: Customers want to physically see and sit in the car to assess quality and finish.
Test Drive: Essential for customers to ensure the car meets their expectations.
Price Negotiation
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"All participants expressed genuine interest in a remote-controlled robot that lets them see the dealership from the comfort of their own home."
— User Interview Insight, January 2021
Who We Designed For
Our primary target was tech-savvy individuals aged 18–45, both male and female, with prior experience visiting car dealerships. The persona captures the central tension of the project: wanting a premium, in-person experience while also expecting the convenience and safety of a digital interaction.
Six Stages, One Opportunity
Research revealed six stages in the consumer car-buying experience. The table below maps each stage and shows precisely how Temi can be integrated at every key touchpoint — from initial awareness through to post-purchase handover.
Core Scenarios We Designed For
Remote Dealership Access
Customers explore the full showroom from home, guided by the Temi robot in real time through every area of the space.
Real-Time Interaction
Direct engagement with both vehicles on display and sales representatives in the showroom, without any physical presence required.
Personalised Assistance
Temi recognises returning customers and their stated preferences, delivering a tailored experience from the very first session.
Efficient Customer Guidance
Temi navigates customers directly to relevant cars and options based on their shortlisted models and price range.
Seamless Post-Purchase Experience
Temi assists with customisation choices, financing discussions, and the final delivery and vehicle handover process.
Mapping Every Interaction
The user flow captures the complete interaction model — from initial login and dealership selection, through Temi navigation and car exploration, through to booking a test drive or connecting with a sales executive.
Four Tasks.
One Seamless Experience.
The prototype was designed around four core tasks covering the most critical user journeys — from connecting to a dealership through to engaging a sales executive. Each task was crafted to feel effortless and premium, in keeping with the Porsche brand standard.
Login & Connect to the Dealership
After logging in, users view their shortlisted cars and select one to explore. The system displays dealerships with that model in stock. Users connect with a specific dealership through Temi.
Navigate to the Showroom
Users utilise the saved location feature to guide Temi directly to their desired vehicle. If a closer Temi unit is available, control seamlessly transitions to that robot, escorting the user to the car.
Book a Test Drive
Once at the specific car, the user can check car details, dealership information, book a test drive, and reach a sales representative — all within a single, contextual interface.
Talk to a Sales Executive
Temi's screen surfaces essential customer data for the sales rep during the video call — including preferred models and price range — enabling a truly informed, personalised conversation.
Usability Test
The usability test was conducted in January 2022 with 6 members of the target group, using moderated remote usability testing. Participants completed the four core tasks using the think-aloud method while usability experts observed and took detailed notes.
All participants had prior experience visiting or purchasing a car at a dealership. Following the tasks, they completed a post-session questionnaire covering overall impression, challenges faced, likelihood of real-world use, and suggestions for improvement.
Redefining how people buy cars, one interaction at a time.
For the Client
Increased engagement during the initial research phase. Enhanced brand perception through a cutting-edge experience. Potential to reduce operational costs by minimising unnecessary physical visits.
For the Users
The convenience of exploring multiple dealerships from home. Enhanced safety during health crises. Greater control over the research process, enabling more confident, informed purchasing decisions.
For the Brand
A unique tech-driven touchpoint that deepens brand trust. Customers associated the innovative Temi experience with Porsche's reputation for technological advancement — strengthening emotional affinity.
