Presenting our pitch
workshop group photo
What pain points are we catering to?
Understand the WHO?
APPROACH
Proposing an outcome that caters for both of our highlighted personas
Building a product prototype
Visualization the space and service
WHY
Presentation
DESIGN SPRINT:
AUTOMOBILE CUSTOMER EXPERIENCE
KEY LEARNINGS
This design sprint helped us work as a team efficiently, brainstorm ideas and effectively showcase in a presentation format and pitch our idea to Marty. This workshop was also useful to know what happens in the industry for customer experience.
They could choose between an Audio Visual experience, a private Sales Assistance, or if they require assistance particular to a product.
Additionally, customers while waiting can also know about their car and its parts better, like shown on the shelf in the image.
Rating our ideas into Desirable, Feasible, Viable to shortlist ideas.
PROCESS
Initial Sketching of Ideas. Included whacky ideas, conceptual and practical ones as well.
We were also given the different pain points identified during the research process. We thematically organized them and gave them codes to shortlist to propose ideas that might cater to as many pain points as possible.
PRESENTATION
We were given to Personas, Jimmy and Lara. The main charechteristics are mentioned below
As part of a workshop conducted by Marty Herbert from KPMG, we participated in a design sprint exercise where we had to design a customer experience for an Automobile experience, (Toyota) with the personas that were developed during the research process by the company and their identified pain points.
8
Delivering on expectations and keeping promises
Group of 5- Aarti, Mishta, Advika, Sijin Li, Jojo
This was a 5 hour group task, which included understanding the who, why and whats, brainstorming ideas for possible design opportunities and preparing a presentation.
Brainstorming Ideas
BRAINSTORMING IDEAS
SERVICE DESIGN
PRODUCT
SMART BAND/ APP FOR MANUAL
PROCESS
CUSTOMER’S
SPATIAL EXPERIENCE
PLACE
PAUSE POINTS DURING EXPERIENCE
PEOPLE
CUSTOMER
EXPERIENCE
SPECIALIST
03
IDENTIFIED OPPORTUNITIES
Selfservice accessibility
Influence (brand)
Cohesive cross channel (digital)
3
Providing the right information at the right time in the right way
1
Providing a range of options to suit customers
SMART WATCH
01
Sample interface to show a more user friendly and accessible car manual. This element of our proposal aims to make the car features and parts easier to understand and help the consumer feel more in control when it comes to their car.
DESIGN OUTCOME
4 P’s of Service Design
POST SERVICE
Customer Journey in Showrooms
Information accessibility and cohesion
Ample time to decide
Customized experience
Using service
7
Going at the customer’s pace
Upon entering the showroom, they are guided towards the reception desk for guidance.
They are also guided towards a Kiosk where one can choose the experience they want. Additionally they are given a smart watch (shown below) for during the tour in the showroom which will enable them to call for assistance or for other services with a touch of a button on the watch.
02
WHO
Once they reach the reception area, they are guided towards a tablet where they can choose their preferred experience with varied levels of interactions catering to both persona’s of Jimmy and Lara.
Functions include:
Indicate which viewing experience they want
Notifying if they require assistance from a sales representative
Able to display QR code so that shortlisted choices can be saved with their personal user account
APP
Team work
Prototyping
Decision making
Strategic thinking
Creative problem solving
Presentation skills
2024, aarti vijay
