Challenge
As the CX Agency of Record for Lucid Motors, a company whose first vehicle was named Car of the Year by MotorTrend, Hero defined the strategy and roadmap to deliver a refined customer experience across the entire journey.
From consideration to purchase to advocacy, every step needed to feel as exclusive as their vehicles. We focused on the role of content in the experience, as well as the activation of their social following, to help Lucid break through the noise.
Solution
Lucid needed more than attention or a shiny new website. They needed a strategy to redefine automotive ownership by combining best-in-class technology with an unparalleled customer experience.
Our comprehensive content strategy was designed to create awareness, brand strength, aspiration, community, and ultimately—acquisition.
Our sleek, elegant, and simple website design enables customers to enjoy the ownership experience as soon as they pre-order their car. It was imperative that the customer experience felt seamless from marketing to every touchpoint—from triggering the start-up sequence in the Air to the consideration of the interior aural design, every detail is elevated and designed without limits.
Impact
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35%
increase in pre-order conversions in the first three months post-launch.
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2x
Customers spent more time on site, particularly within the configurator and sustainability sections, signaling stronger brand storytelling.
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+20
Post-purchase surveys showed a +20 point NPS increase compared to automotive industry averages, with customers citing the digital-to-physical journey as "seamless and premium."
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30%
Clearer UX reduced support inquiries by 30% during the ordering process.
Brand Recognition
The launch experience earned media coverage in Forbes and TechCrunch, positioning Lucid as a design-forward EV leader and differentiating it from Tesla and traditional OEMs.
