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Help improve the experience of getting a vehicle serviced
business product design strategy creativity customer oriented consumer insight innovation idea generation product innovation services
$1,600
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19 days ago
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Getting your car repaired can be a confusing and frustrating process for many of us. To better understand the biggest friction points in the car repair process, we recently conducted a number of qualitative interviews to learn from the experiences of car owners who had recently gotten a vehicle serviced. Our research focused on key findings from three specific stages a consumer goes through when getting a car fixed. 

  1. Arriving at the shop
  2. Waiting for services (when dropping the car off and returning later is not an option)
  3. Service walkthrough (when you get an overview of work to be done or an explanation of work that was completed on the vehicle)

 The image below highlights the key friction points our research uncovered for these three stages