The Challenge
The Challenge
Shifting focus from car to customer
Shifting focus from car to customer
Personal Service Technicians are trusted professionals with an increasingly customer facing role. Beyond servicing your car, they build long-lasting customer relationships and loyalty on a first-name basis. To enable technicians to shift attention and focus to their customer, we’ve designed a next generation digital tool to aid their daily workload and shape a service industry fit for tomorrow’s challenges.
Personal Service Technicians are trusted professionals with an increasingly customer facing role. Beyond servicing your car, they build long-lasting customer relationships and loyalty on a first-name basis. To enable technicians to shift attention and focus to their customer, we’ve designed a next generation digital tool to aid their daily workload and shape a service industry fit for tomorrow’s challenges.
The How
The How
Applying design-driven processes focused on real needs – directly in the workshop.
Applying design-driven processes focused on real needs – directly in the workshop.
Having started with design sprints in the service workshops, we’ve defined a user experience and designed an app for and by Personal Service Technicians, enabling access to their working day in their pocket or on their wrist. The design of the user interface is entirely based on validated needs. By simplifying complex systems and designing for human interaction, we’re reducing stress for the Service Technicians and enabling them to do a better job for their customers.
Having started with design sprints in the service workshops, we’ve defined a user experience and designed an app for and by Personal Service Technicians, enabling access to their working day in their pocket or on their wrist. The design of the user interface is entirely based on validated needs. By simplifying complex systems and designing for human interaction, we’re reducing stress for the Service Technicians and enabling them to do a better job for their customers.
The Result
The Result
With smart notifications, work order handling and direct customer contact, we’re already making change happen.
With smart notifications, work order handling and direct customer contact, we’re already making change happen.
So far, 80% of technicians who use the app have noted an increased customer satisfaction score. There’s been 30% increase in follow-up calls and emails after completed service, and a 40% decrease in paper printouts during service. We’ll continue our journey with Volvo Car Sweden and Apple to make a positive impact not only on the service process but on health, the environment and all Volvo owners in need of car service.
So far, 80% of technicians who use the app have noted an increased customer satisfaction score. There’s been 30% increase in follow-up calls and emails after completed service, and a 40% decrease in paper printouts during service. We’ll continue our journey with Volvo Car Sweden and Apple to make a positive impact not only on the service process but on health, the environment and all Volvo owners in need of car service.
