Service Advisor
Design Sprint
Client:
Industry:
My Role
Project Time
Tri Petch ISUZU
Automotive
UX/UI Designer
1 week
UX/UI DESIGN
This 1-week design sprint aims to improve the company's customer service. It was the first time our team tried this method. We wanted to get as many ideas and test our solutions. We have around 10 participants joining the design sprints, people from different fields and knowledge that generated many ideas from different angles.
The challenge is to find a way to help service advisors work better so that our customers, which is the end-user, becomes happy with our services.
At the beginning of the workshop, we presented all the information to the participants, such as complaints that we have received about our services, and the existing operations. We interview the service advisors about how they work, and what type of tools they are using.
Complaints from our service center's survey.
Two of our main customers' pain points are the time in waiting for the service, and the bad explanation of our service advisor about the fixing and maintenance list. So we start by setting a long-term goal, which is "Making the ISUZU customers trust our after-sales service".
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Our advisor's pain points are that the platform that they are using is provided on a desktop computer, having the advisors walk back and forth to input update data, which makes the process very slow. We also found that giving an explanation about the repairs depends a lot on the experience of the advisor. If the advisor is has little experiences, they could not give good explanation to the customers.
Tools that the service advisor are using, which is not convenient.
Customer journey and service advisor tasks matrix created.
From the journey, we have ideate all pain points and needs of the customers on to the journey and voted on the ones that have the most impact, and we wanted to solve.
Most voted problems we wanted to solve.
After we have our focus, brainstorming, and sketches were done so that we can move on to testing out our ideas by prototyping and testing with our service advisors and customers.
Sketches from the participants.
The solution we want to test is creating a platform for service advisors and the customers to check the vehicle status and some explanations about the repair that has to be done on the vehicle. We want to provide a tablet for the advisors to update operation status and features that can preview repair explanations to the customers. The same solution can also be provided to the customer on their own mobile device so that the customers can see the information about their vehicle status and what is being done to their vehicle, and why while waiting in the lounge.
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Designers now are in charge of creating a minimum version of the prototype to test the ideas with service advisors and customers. We set up a testing room with cameras to record and stream the test to all the participants. After a short usability testing, interview questions were asked after if the advisor think that these tools will help them.
Prototype to test with service advisors (Tablet)
Prototype to test with our customers (Mobile device)
Results and conclusions from the test were separated into two different types of users.
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Service advisors think that most customer does not question the repair order, and they think that it is useful. Some advisors have already been collecting the part images and storing them in their mobile phones to explain to the customers, which we found interesting. Therefore service advisors think that the total number of advisors might be lower than expected, and some who have a lot of experience might not need to use it.
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For our end customers, they think the trust in our services comes from the quality of repair, which means their vehicle was successfully fixed. Also, the ability to diagnose correctly, parts and tools that were used on their vehicle, and the price is something that they consider a lot and want to understand. They feel that the explanation page is nice to have but doesn’t help increase the trust in the service.
Therefore the tracking status and digital repair history feature are more useful to them but it also doesn’t relate to trust.
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From this conclusion, the team and stakeholders were able to decide that we should put effort into improving the operations first so that we can increase the trust of our customers and we should keep on experimenting with our next assumption.