Integrating Two-Wheeler Vehicle Service Workflows for Optimal Operations and Faster Delivery
MY ROLE
UX Designer & Team Lead
PROJECT DURATION (YEAR)
4 months (2024)
IMMEDIATE TEAM
2 UX Designers, 1 Visual Designer
DESIGNED FOR
Hero Motor Corporation, India (client) with Yuj Designs
SERVICE DESIGN
BACKGROUND
Before this project, operations at two-wheeler service centers were severely fragmented because the existing app didn’t support the inherent interconnectedness of workflows and critical dependencies among the key stakeholders — Service Executives, Technicians, and Security Guards.
This reliance on manual handoffs and disparate applications by these key stakeholders directly compromised customer waiting times, service accuracy, and overall customer satisfaction.
An image depicting the interconnected tasks of Service Executive, Technician, Security Guard, and Customer
Our research, revealed that the existing app fundamentally failed to accommodate the dynamic workflows and collaboration essential for service center operations.
Through a combination of primary & secondary research methods, we identified three critical challenges affecting efficient service delivery:
Limited visibility to operations led
to inefficient back-and-forth communication for all stakeholders.
01
Research Methods:
SOLUTION OVERVIEW
Lack of interconnected
workflows caused operational delays.
Heuristic Analysis
Service Executive's limited awareness on vehicle
status affected prompt decision-making.
Service Executives lacked a real-time overview of vehicle statuses (such as ready for billing, in service etc) which hindered proactive management.
02
Competitor Research
Stakeholder Interviews
Our challenge was,
How might we integrate and streamline interdependent operations to enhance service efficiency and customer satisfaction in
two-wheeler vehicle service center?
Service operations were fragmented by multiple tools handled by different stakeholders (they are the ones who play key roles in service centre). Which led to relays of information amongst them. The relay of information between different personas was hindered by a lack of real-time updates and timely access to information, compounded by the need to juggle multiple apps and tools.
Unnecessarily Long Job Card Creation Led to Excessive
Waiting Time & Customer Frustration.
Overly long forms and lack of intuitive navigation represented a major time consumed in service operations and delays.
03
IDENTIFIED PROBLEM
• Before we dive deep into the solution, it’s important to understand the chaotic reality of service centers in India •
In India, two-wheeler service centers operations are often crowded, noisy, and highly chaotic.
The service operations are typically managed by three key players.
👮♂️
👨🏽💼
👨🏾🔧
Security Guard
They are the initial point of contact at the service center.
Their responsibilities include verifying customer bookings and assigning unique identification tokens to vehicles, ensuring seamless customer entry/exit.
Service Executive
They are central to this process, overseeing all operations at the Service Center. Their role includes communicating with the customer, documenting the complaint as a job card, assigning the job to a technician, reviewing the service, and performing billing.
Technician
They play a crucial role, primarily working on the ramps where vehicles are assigned to them. Their core responsibility is to address all customer complaints noted on the job card and complete the necessary repairs promptly.
While there were separate tools for the three different personnel, there was a critical gap in facilitating collaboration among these essential players in the service operations. The relay of information between different personas was hindered by a lack of real-time updates and timely access to information, compounded by the need to juggle multiple apps and tools.
Old Design
✨ New Design ✨
• This chaos revealed three core challenges we needed to untangle •
Optimize Vehicle & Service Management
Streamline existing processes to eliminate inefficiencies
Implement advanced features for seamless service coordination
Operational Efficiency
Identify and address bottlenecks in the current system
Integrate automation to expedite service procedures
Enhance Customer Relations
Redesign the customer interaction points for a more engaging experience
Prioritise transparency and communication throughout the servicing journey
• These user-centered objectives aligned with Hero Motor Corporation’s strategic priorities... •
1
Reduce average customer wait time to elevate overall satisfaction and loyalty.
2
Increase the service station efficiency through the strategic implementation of technology and process optimisation.
3
Identify and capitalise on upselling and cross-selling products for customer loyalty, insurance, and relationship programs.
• we listened to the daily realities of the service center’s key players... •
“I need to process 50+ customers daily without errors”
— Security Guard
“I’m stuck doing paperwork between technicians and customers”
— Service Executive
“I waste hours clarifying my job details”
— Technician
User Goals
-
Access accurate customer, vehicle, and service data for informed decision-making.
-
Proactively handle customer complaints through seamless communication for effective issue resolution.
-
Optimize technician task assignment based on skills and availability for on-time completion and operational efficiency.
-
Identify overlooked service issues and maintain transparency by updating customers and service executives on task progress for a seamless service experience.
• Mapping their interactions exposed systemic friction points •
Operational Challenges
❌
Interdependent Complex workflow
Vehicle service workflow management is complex, time-consuming, and error-prone, leading to customer dissatisfaction.
❌
Communication breakdown
Manual and time-consuming customer communication and collaboration processes, leading to delays in service completion.
❌
Technician Allocation
Vehicle service workflow management is complex, time-consuming, and error-prone, leading to customer dissatisfaction.
❌
Manual Documentation
Manual paperwork is a barrier to efficient and error-free operations.
Reframing the challenges as an,
Opportunity
How might we integrate & streamline interdependent operations to enhance efficiency and customer satisfaction in vehicle service workflows
• we began reimagining the ecosystem of vehicle service operations •
Security Guard’s
Task Flows
Service Executive’s
Task Flows
Technician’s
Task Flows
Introducing the New Service App
Takeaways ✨
Service Design Experience
First professional experience in service design involved managing multiple stakeholders and aligning diverse requirements - was quite challenging. This project taught me the importance of structured communication in complex ecosystems.
Design-Dev Handoff
Post-handoff, unexpected feasibility issues arose with the client's development team. I learned to collaborate closely with developers, finding creative compromises that balanced design ideals with technical constraints and scalability needs.