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Movida is one of the most important brands in Brazil when it comes to mobility. The company has a robust ecosystem of services for individuals and companies with operations in Brazil and abroad. Movida is currently one of the most sustainable companies on the planet according to the S&P Global Sustainability Year Book 2023. The company leads the ranking for Transportation and Transportation Infrastructure in Latin America, and is the only Brazilian company to win a position in the category. The company has over 300 stores in Brazil and operates in the short-term rental, subscription, fleet management and used car sales verticals.
The partnership with WHF began in 2022 with the challenge of diagnosing and redesigning the customer journey under the O2S (Online-to-store) concept, taking into account new behaviors and post-pandemic service policies.
With a multidisciplinary team, WHF went into the field for structured diagnostic work that combined the large-scale use of historical data from its operations with a direct qualitative approach to Movida customers to cluster and characterize the company's public profile in depth. After this, the team moved on to omnichannel diagnostics where they mapped the digital journey and the experience of physical points of sale in five regions of the country.
Together, WHF and Movida redesigned the customer experience strategy, helping to establish new competitive advantages for the company. The result of the work culminated in the new vision of the customer journey and the redesign of its digital ecosystem (still under development, February 2024). The work took place over 6 months involving a multidisciplinary team of 9 people including data scientists, designers, strategy professionals and a creative team.
