Onboarding experience for Volvo new OS

Duration: Mar 2022 - Dec 2022 | Role: Lead Product designer

Challenge

The first few moments inside the car are crucial in shaping users’ perceptions of their new vehicle. As a brand that puts users at the center, how might we design an onboarding experience that makes users feel confident, delighted, and emotionally connected from the very first moment they sit in their Volvo — while also meeting the unique needs and behaviors of the Chinese market? Meanwhile, as a big corporation, every decision requires cross-team alignment. I advocated for these nuanced needs to the global team to ensure a consistent yet locally resonant design. And ensure it achieves strategic alignment across the global design, China Mobile, and design system teams, which often have divergent priorities.

My Role

As the Lead Designer, I owned the end-to-end onboarding experience for Volvo's next-generation OS in China. I worked with researchers to translate local user insights into strategic design decisions, collaborating closely with senior stakeholders. To ensure a cohesive user journey, I spearheaded alignment across the Global Car UX, China Mobile, and Global Mobile teams, working side-by-side with designers and developers to maintain design consistency and maximize impact.

Experience Definition

This key journey helps users feel excited and comfortable as they begin exploring their car, while also preparing them for smooth usage in the future. It establishes a foundation for a lasting emotional connection between users and Volvo.

Flow Overview

Final Design

The final design delivers a modular, omnichannel onboarding system that seamlessly bridges the Volvo ecosystem (Car & Mobile) with key third-party services. Moving beyond a single, rigid flow, we architected a flexible framework that leverages multiple touchpoints. This allows users to initiate, pause, and complete their setup through the channel most convenient for them, whether in-car or via their mobile device.

The result is an engaging, self-guided discovery journey. Users are empowered to actively explore features and personalize their experience at their own pace. This strategic approach transforms a routine setup task into the foundational first chapter of a meaningful and lasting relationship with the Volvo brand.

01. Modular Omnichannel Onboarding: Seamless Setup Across All Devices

Our onboarding turns setup into a seamless, multi-channel ritual. Prospective owners can use the Volvo app to activate their car's internet, pre-configure their home charger, and link their favorite services to their Volvo ID—all before they even step inside the vehicle. This modular approach allows the final in-car onboarding to be a quick, celebratory confirmation rather than a lengthy setup, ensuring a perfectly personalized and connected drive begins the moment they start the engine.

Onboarding on mobile phone before receiving the car

Multiple ways to sign in to Volvo Cars App to get the connected services

02. Simply Integrate with The Local Digital Ecosystem

Chinese users are deeply embedded in their local super-app ecosystem, and they expect their car to integrate seamlessly into that digital flow. To reduce friction during onboarding, the HMI offers a “Scan to Connect” entry point, allowing users to instantly link their phones and access familiar services—such as navigation and music—without navigating complex menus or login steps. At the same time, the flow integrates privacy policies and terms of use to simplify the mandatory process, enabling users to review and consent in one streamlined step. By meeting users where they already are and simplifying cross-device setup into one intuitive action, the car immediately feels more familiar, intelligent, and culturally aligned with the needs of the Chinese market.

Scan to connect with local apps

Integrate privacy policies and terms of use to simplify the mandatory process

03. Communicating Clear Outcomes of Each Step

This screen guides users through the onboarding task by clearly stating its purpose and preparing them for what they may need—such as their phone or car keys—before they proceed. It outlines the required steps in a simple, transparent way so users always know what’s coming next. By clearly communicating both the process and the expected result, the experience reduces confusion, builds confidence, and helps users complete onboarding smoothly and effortlessly.

04. Voice Assistant Provide Greeting and Guidance to Build Emotional Connection

The Volvo Personal Assistant (VPA) enhances the first-entry experience by greeting users and introducing key onboarding steps. It highlights the value of each setup—such as “Get the full experience with the Volvo App”—helping users understand why these actions matter. By providing humanized, friendly guidance at crucial moments, the VPA not only makes onboarding more engaging and delightful but also strengthens the emotional connection between users and their car.

Delivery & Build

Snapshots of logic and flows