Rahul Sharma, a 31-year-old software engineer from Pune, knew exactly which car he was going to buy six weeks before he visited a dealership. He had watched 23 YouTube reviews, compared trim variants on three automotive portals, stress-tested EMI calculators, joined an MG owners’ community on Reddit, and even run a detailed feature comparison through an AI assistant. When he finally walked into the showroom, it was not to be persuaded. It was to sign.

His experience is not an outlier. It is rapidly becoming the norm.

Across India’s booming passenger vehicle market, which crossed the 4.7 million unit mark in FY2025, a profound behavioural shift is underway. The traditional automotive purchase funnel, in which the dealership served as the primary arena of discovery, comparison, and emotional conviction, is being fundamentally disrupted. Digital ecosystems are now doing the heavy lifting of influence long before a salesperson enters the conversation.

For automotive CMOs and CX and marketing leaders, this raises an urgent strategic question that goes well beyond campaign optimisation: At what stage of the journey is the purchase decision actually being made today?

The Funnel Has Been Inverted

The classical model of automotive retail placed the dealership at the centre of the universe. Awareness was built through television and print. Test drives and salesroom conversations shaped consideration. The decision happened at the negotiating table. This model held for decades.

Today, the journey of influence has been reorganised. Awareness, consideration, and even emotional attachment are increasingly formed in digital environments – on YouTube channels run by automotive creators, in WhatsApp groups shared among enthusiast communities, through configurators and AR walkthroughs on brand websites, and increasingly through AI-powered research assistants that synthesise specs, ownership costs, and resale values in seconds.

“ Digital discovery is now the primary consideration engine. Consumers increasingly complete 70-80% of their research journey before entering a dealership. YouTube reviews, creator-led comparisons, Reddit communities, AI-assisted search, and OEM configurators are shaping brand perception earlier than traditional retail experiences. As marketers, this shifts investment toward always-on content ecosystems, influencer credibility, first-party data strategies, and CRM journeys designed to nurture intent long before lead submission.”

– Vipin Yadav, Vice President & Marketing Head, DriveX.

The data support this directional shift. A 2024 study by Google India and Kantar found that over 78% of Indian car buyers conduct online research before visiting a dealership, and nearly 60% had already shortlisted their preferred model before their first physical interaction with the brand. The average Indian car buyer now spends over 14 hours researching online across a purchase cycle that can stretch from six weeks to six months.

The implication for automotive marketers is seismic. If conviction is being built upstream in YouTube comment sections, on CarDekho comparison pages, through CarDekho AI chat tools, and in creator-led Instagram Reels, then the traditional dealership visit is increasingly a ratification exercise, not a discovery mission.

The Creator Economy Rewrites the Test Drive

No force has disrupted automotive influence more visibly than the rise of creator-led automotive content. Channels like Autocar India, Evo India, Vaibhav Tare Automobile, and a growing cohort of regional language creators have built loyal audiences that trust their reviews implicitly – often more than they trust the brand’s own marketing communications or dealership staff.

This trust asymmetry is significant. Creators are perceived as independent, experience-driven voices. They test vehicles under real-world Indian road conditions – the Pune-Mumbai expressway, Bangalore’s urban grid, Rajasthan’s highway stretches, and communicate in common parlance that resonates with the aspiring middle-class buyer. They reveal what a brochure will not, e.g. cabin noise at 120 kmph, air conditioning performance in 44-degree heat, or the reality of ground clearance on a potholed city road.

“The traditional test-drive funnel isn’t disappearing – it’s shifting upstream. Discovery now happens long before a buyer walks into a showroom, through creator-led content, peer communities, AI-powered comparisons, and personalised research journeys that feel far more transparent than traditional sales experiences.

This shift is forcing brands to rethink how trust is earned. Performance marketing alone is no longer enough. The real battleground has moved to the discovery layer of the internet – where credibility ecosystems, influencer partnerships, community validation, and content that educates rather than sells now determine which brands enter consideration at all.

For automotive marketers, the strategic imperative is clear – own the discovery layer or cede it. Brands that invest in GEO-optimised content, AI-visible storytelling, and integrated digital discovery pipelines are the ones shaping purchase intent before a competitor even enters the frame.”

– Roshan Mohan, Co-founder and CMO, FlowBlinq.

OEMs have responded by forging relationships with creators. What was once managed as a subset of PR is now a dedicated discipline within automotive marketing teams, complete with tiered creator programs, early vehicle access, co-created content formats, and performance attribution frameworks that track creator-driven leads through to dealership visits and bookings.

EV Brands Accelerated the Digital-First Playbook

If one segment has stress-tested and validated the digital-first purchase model most aggressively, it is the electric vehicle category. Brands like Tesla, MG Motor, BYD, and a wave of emerging EV players entered the market without the luxury of legacy dealership networks and deep retail footprints. Necessity became virtue.

Range calculators, charging network maps, TCO (Total Cost of Ownership) comparators, and community-driven ownership content on platforms such as YouTube and dedicated EV forums created a richly informed buyer who arrived at the showroom with sophisticated questions, not basic ones.

This pattern has profound implications for how traditional ICE-focused OEMs think about their EV marketing strategies. The playbook that works for a Baleno or an Innova Crysta – heavy retail activation, dealer-push incentives, test drive events translates imperfectly to an EV buyer who has arrived pre-convinced but needs ecosystem assurance (charging infrastructure, service network, software update cadence) rather than product conviction.

The Younger Buyer’s Trust Architecture

India’s automotive market is getting younger. The median age of a first-time car buyer has dropped steadily over the past decade, and Gen Z buyers are entering the market with a fundamentally different epistemology of trust.

For this cohort, the hierarchy of credibility is inverted relative to their parents’ generation. Where a 55-year-old buyer might trust a dealer’s recommendation above an anonymous online review, a 26-year-old is likely to weigh a YouTube creator’s two-hour walkaround, 200 Reddit comments from real owners, and an AI-generated comparison summary above any conversation with a showroom salesperson.

This shift in trust architecture demands a fundamental rethinking of what automotive marketing is actually for. If the goal of marketing was once to create awareness and generate showroom footfall, the goal today is to engineer digital conviction, to ensure that when a young buyer’s purchase intent crystallises, the brand’s narrative, content, and community have already done the persuasion work.

Several OEMs are investing heavily in what practitioners call “content ecosystem architecture” – a deliberate strategy of seeding the digital environments where buyer research happens, namely YouTube, Instagram, Reddit, automotive portals, Google Search, with content that shapes perception at every micro-moment of the research journey.

The Dealership Is Not Dead. It Is Evolving.

It would be a mistake, and an overreach, to declare the dealership obsolete. The evidence does not support that conclusion. What the evidence does support is that the dealership’s role within the purchase journey is changing, and that change is significant.

The dealership is transitioning from being a “decision-making environment” where product discovery, comparison, and persuasion happen to a “transaction and fulfilment environment” where emotional confirmation, paperwork, financing, and relationship initiation happen. This is not a demotion. It is a specialisation. But it requires a fundamentally different design of the physical experience.

“Digital discovery will definitely play a very important role in opinion-creation and decision-making, but never at the cost of the physical “experience”. Digitally, one will get as much information as possible through reviews, customer clubs, platforms and influencers. But these are “factoids”, based on others’ opinions formed out of their experiences. The journalists and influencers who are invited for the launch test drives create content to feed you. The final nourishment comes from the actual physical test drive. The smell, the ambience, the handling, the acceleration, the comfort, the AC effectiveness, the rear legroom, and the braking – all are sensory parameters. And they change from person to person. The ample acceleration for one may be just average for another. The interior ambience may be just the right size for one and a bit cramped for outstation travel for another. All that can be judged only through the physical test drive. The digital discoveries tell you only that much, which makes you create your shortlist for the test drive. Otherwise, journalists and influencers themselves would not be doing them, would they?”

– Avik Chattopadhyay, Co-founder, Expereal.

Premium and luxury vehicle segments retain the strongest case for the dealership as the decision environment. The sensory dimensions of a Mercedes-Benz or BMW purchase, the smell of the leather, the sound of the door closing, the tactile quality of materials, cannot be fully replicated digitally. For high-involvement, high-ticket purchases, the dealership remains an essential emotional validator.

Similarly, financing conversations, particularly for first-time buyers navigating EMI structures, insurance bundling, and exchange valuations, continue to benefit from face-to-face engagement. And post-purchase relationship management: service scheduling, loyalty programs, and ownership communities remain a dealership-anchored function that smart OEMs are investing in heavily.

Rethinking Attribution: Where Does the Sale Actually Begin?

One of the thorniest challenges facing automotive marketing leaders today is the question of attribution. In a world where a customer may have touched 15 digital touchpoints across six weeks before appearing in a showroom, how does a brand accurately measure what drove the sale? And how does it allocate the budget accordingly?

The traditional answer – last-click attribution that credits the dealership or the test drive dramatically understates the value of digital influence. It creates a systematic incentive to under-invest in the top-of-funnel digital work that actually builds the conviction that drives the visit.

Forward-thinking OEMs are experimenting with multi-touch attribution models, customer journey analytics platforms, and CRM integrations that attempt to stitch together the digital breadcrumb trail – search queries, page visits, configurator interactions, video completion rates with physical dealership events. The goal is a unified view of the customer journey that allows marketing investment to be calibrated against actual influence, not just last-mile conversion.

Platforms such as Google’s Automotive Audiences, Meta’s automotive targeting solutions, and dedicated automotive CRM platforms such as DealerSocket and Ackroo are being integrated into sophisticated marketing stacks that attempt to close this attribution gap. But the honest assessment from most CMOs is that the measurement challenge remains only partially solved.

Connected Customer Journeys: The New Competitive Frontier

The OEMs that will win the next decade of India’s automotive market are those that master what practitioners call the “connected customer journey” – a seamless, orchestrated experience that moves fluidly between digital and physical touchpoints without friction, repetition, or loss of context.

Imagine a buyer who configures a vehicle on a brand’s website at 10 PM, saves their configuration, receives a personalised follow-up WhatsApp message at 10 AM, books a test drive through the app, arrives at the dealership where the salesperson already knows their shortlist and budget range, and receives a financing offer pre-generated from their digital profile. That experience exists, in fragments, at some progressive OEMs today. It exists end-to-end at almost none.

Building this connected journey requires investment across technology (CRM, CDP, marketing automation), organisational design (breaking the digital/retail silos), and culture (rewarding lead-to-close holistically rather than by channel). These are not small asks. But the competitive cost of not doing it in a market where a competitor’s digital ecosystem is actively building conviction among your potential customers is rising rapidly.

The Strategic Imperative for Automotive Marketers

The death of the test drive funnel, as a singular moment of influence, does not mean the death of the test drive. It means the redesign of an entire system around a new behavioural reality.

For automotive CMOs operating in India today, the strategic imperatives are clear, if demanding. First, map the actual decision journey, not the assumed one. Use data, research, and honest customer conversations to understand where conviction is genuinely forming, not where the org chart suggests it should be forming.

Second, invest in digital ecosystem presence as aggressively as in retail activation. The content that lives on YouTube, the community that grows on Reddit, the configurator that delights at midnight – these are not supplementary to the purchase journey. They are the purchase journey for a growing majority of buyers.

Third, redesign the dealership experience for its new role. If the showroom is now where brand promise is fulfilled rather than where brand narrative is initiated, its physical design, staff training, and technology infrastructure must reflect that purpose.

And fourth, solve the attribution problem honestly. Not by declaring last-touch conversion the hero of the story, but by building measurement frameworks courageous enough to credit influence where it actually happens, even when that means crediting a YouTube creator’s review rather than a dealership demo.

India’s automotive market is at an inflection point. Digital ecosystems now shape customer conviction. The question is not whether brands will adapt. It is whether they will adapt fast enough, and completely enough, to compete in an era where the most important sales conversation is the one that happens before anyone picks up a phone to call the dealership.

Data Sources & References

1. Google India & Kantar – “Decoding the Auto Buyer’s Digital Journey” (2024)
2. Society of Indian Automobile Manufacturers (SIAM)
3. McKinsey & Company – “Winning in India’s Automotive Market” / “The Future of Automotive Retail” (2023–24)
4. JD Power India – India Sales Satisfaction Study & Automotive Digital Experience Studies (2023–24)
5. Verizon Media / Yahoo – “The Path to Purchase for Auto Buyers” (2022–23)
6. Deloitte – Global Automotive Consumer Study: India Supplement (2024)
7. RedSeer Consulting – “India EV Market: Consumer Behaviour & Digital Discovery” (2023–24)
8. Nielsen India – Digital Content & Creator Influence Studies (2023)
9. CarDekho Group / Girnar Software – Industry & Consumer Insights (2024)
10. Dentsu India / iProspect – Automotive Digital Marketing Benchmarks Report (2023–24)

This article was produced by the editorial team. All named executives are quoted in a representative editorial capacity. Statistical references are drawn from publicly available industry research.

“The views, opinions, and statements expressed by contributors and experts quoted in this article are solely their own and do not necessarily reflect those of this publication. While every effort is made to accurately represent and attribute quotations, the publication shall not be held liable for any inadvertent errors, omissions, misinterpretations, or inaccuracies in the quoted material.”

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(image source: unsplash.com)

I’ve worked with many UX designers in the past decade and the smartest ones have one thing in common – they ask the right questions when they embark on a new project.

Regardless of your experience as a UX designer, you could be just starting or be an expert with a decade of experience, but the fundamentals of gathering critical information remain the same.

In this blog, I’ll highlight questions that you, as a UX designer, must ask a client; whether you’re working on a Mobile App, Website, or any device-specific App (e.g. kiosk, ATM) –

1. Why are we building this?

2. For whom are we building this?

3. What are the points of reference?

4. Where does it fit into the bigger scheme of things?

5. What are the non-negotiables?

                                                                        Questions A UX Designer Must Ask, unsplash.com

UX Designer: The Brief

The Brief is probably the most important document that a UX designer must be familiar with. Once populated with relevant information, it should be able to define the purpose (as descriptive as possible) of what you’re supposed to do on the project.

I often pen down information and insights that I receive from clients in a structured manner and the Brief is as structured as it gets.

You can equip your UX toolkit with a document that I created for my use.

It’s Free!

Simply download Brief. The Brief is the prelude to the design phase and unearths the Why, Whom, What, Where, and When.

You can never go wrong with these key questions.

Why Are We Building This UX Design?

The client has real-world challenges that his/her business deals with, you have to step up and ask real-world questions about the client’s business. While you’ve heard this before – Understand your client’s business, it can be difficult for a UX designer to ascertain the intelligence that has to be rooted out.

Let’s say your client is a fashion brand that operates retail stores in a particular geography and desires to introduce fashionwear through a Mobile App, here’s what you need to know –

• What categories (in fashionwear) does the brand sell? If there are multiple categories, what are the top-selling ones?
• Who is competition and How does the brand differentiate itself from it?
• What is the profile of customers, how many are there, and what % are frequent buyers – those who have bought more than once over the past year?
• Where does the brand see itself in the next 5 years; what are the expansion plans – stores, categories, customers?
• What does the brand do to acquire new customers, and what kind of promotions does it offer?

Most importantly – why does the brand want to launch its Mobile App?

What problem/s will it solve?

How does the App meet the brand’s business objectives?

                                                          UX Designer: Why Are We Building This?, pexels.com

For Whom Are We Building This?

This is the best part of the job – understanding your client’s customers and in this case the users of the Mobile App.

Capture as much User information as you can in the discovery phase of the process.

Ask questions on –

• Demographics – Age, Gender, Income group, Education, and Family size
• Professional status – Job Title, Industry, and responsibilities.
• Geographics – Definition of Regions and Regional preferences (determine what sells where and why).
• Buying behavior – What role does the User have in the buying process? What is the journey that a customer (User) undergoes to buy a pair of sports shoes at the store and how can you create an amazing one through the App? What is the frequency of the purchase?
• Influences & Social engagement – How does the User get information on a product? What are the sources of information – peers, friends, social media, websites, and others?
• Psychographics – Beliefs, Goals, and Values. These could be personal and professional.

                                                                   Questions For A UX Designer To Ask

As human beings, we’re a bundle of emotions, and these emotions result in a certain behavior towards a person, product, service, or object.

You have to think like your User and embody his/ her experience – which is the reason why plotting insights and intentions into an Empathy Map is useful.

(www.nngroup.com)

For those who want to know what empathy has to do with this exercise.

Well! empathy is about equipping yourself to experience what your Users feel so that you can make a User’s life easier when interacting with a product, service, or device.

Your job is to create Personas that represent the users’ needs, behaviors, and experiences and an Empathy Map is a tool that acts as a guidepost.

I usually like to conduct small research where I take a sample size of 20-30 existing customers or potential Users and ask them a few qualitative questions such as –

• What did they feel while making a purchase at the store and how would they feel if a similar experience is provided through an App?
• What are their expectations?
• What problems do they face?

Here is an example of Persona of a fashion aficionado. The format is something you can follow –

                                                              An example of a UX Designer Persona

You don’t have to invest in ‘man days’ (prefer the word person-days) of empirical research to create one. A lean Persona that covers Demographics, Needs, Behaviors, and Goals can also solve your purpose.

If you’re new to the concept there are some really good tools out there, such as – HubSpot’s tool that’ll help you with the basics of crafting a Persona.

What Are The Points Of Reference?

All clients have high expectations of what they’re trying to build. It becomes difficult for a UX designer to canvas these expectations from a visual perspective.

I’ve learned that by asking basic questions to clients such as – What inspires you? What Apps have you experienced that have wowed you? What do you like about these Apps?

Clients can provide points of reference that are close to the vision for their product, service, or in this case the App.

The inspirations may not be from the same business or category. A client in the travel business might find a Bank’s App aspiring.

This will give you the necessary sensory cues. For example; the color palette, various visual elements, and the overall look and feel that’s close to the client’s expectations.

What’s The Big Picture For A UX Designer?

Digital products don’t work in isolation anymore. There are various moving parts to a mobile or web application. A UX designer must understand, at a broad level, the dependencies of these moving parts on the product that has to be built.

I’ve tried to put some context to this –

Circling back to our example on the Mobile App for the fashionwear brand. Having an omnichannel experience could be a priority for this client, where a User can buy a pair of shoes on the Mobile App but pick them up from the nearest store. If that is the case, then there has to be a feature on the App to facilitate so; the user flow has to be defined likewise.

Other dependencies are in the form of third-party integrations –

Payment Gateway, Last-mile delivery, and Universal loyalty programs. A quick study of third-party integrations always helps. You may also be required to recommend some of them.

Most projects are executed in a phased manner – the now and the near future. Design and Development teams have to be aligned together to deliver tasks in these phases.

The features that are a ‘must have’ should be a part of the initial phase of the project. Your role is to clearly define the User Journeys for all phases.

                                                                    The Big Picture For A UX Designer, pexels.com

What Are The Non-Negotiables For A UX Designer?

Every client will have a list of items that must be a part of the project. These items are called the ‘non-negotiables’. Here is a list of considerations that you’ll need to take stock of –

Brand considerations

• Sanctity of the Logo and Brand colors. The Do’s & Don’ts of using a client’s logo. Not all clients will have clear guidelines on this. You may have to define the UI guidelines as a part of the assignment.
• The Design language for a connected UX. If you’re working on multiple digital channels for a brand (such as a Website and a Mobile App), you should be able to propose a connected UX Design so that the digital channels appear visually aligned and are part of a single family.

Technology considerations

• Operating Systems – iOS, Android, or others. Clients may have a preference. But the popularity and usage of a particular OS in a region dictate the choice of an Operating System.
• Screen resolutions – Some resolutions are best suited for a device. I’ve listed popular screen resolutions. I may have missed some, but these are the most common ones out there.

iPhone (Pixel Size)

XR – 828 X 1792

XS – 1125 X 2436

X   – 1125 X 2436

iPad (Pixel Size)

Pro – 2048 X 2732

3^rd & 4^th generation – 1536 X 2048

Air 1 & 2, Mini 2 & 3 – 1536 X 2048

Android (Pixel Size)

Nexus 6 P – 1440 X 2560

Google Pixel 4 XL – 1440 X 869

Samsung Galaxy Note 10 – 1080 X 2280

Tablets (Pixel Size)

Nexus 9 – 1536 X 2048

Build of the App

While emerging technologies such as Voice, Virtual Reality, Chatbots, and AI bring a certain awesomeness to an App, there are various standards that a UX designer has to follow to work with these technologies.

Security considerations

Understand the security features that impact the User flow. This is specifically applicable to eCommerce and Fintech Apps. Not to mention that many a phone these days have a Face ID feature to access the phone. You may have to provision for it in the design.

Legal considerations

Privacy Policy & Terms of Use. You may not have to dive into the content of these documents, the fact that they have to be there in the scheme of things.

Call to Action (CTA)

Make a note of the Lead generation, inquiries, and Social sharing CTAs that a client expects to be featured in the UX design of the App.

                                      CTA For A UX Designer

Conclusion

These questions may seem a lot to handle in the beginning. Once you’ve practiced the method with a few attempts, you’ll realize that you’ll be spending less time following the structure of questioning and more time capturing relevant information in a (UX) Jedi-like manner.

Without answers to some of these questions, it is also difficult to scope the work forget alone commence the project post a sign-off from the client on the commercial proposal. Take a reasonable amount of time to gather critical information. Dig Deep!

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