Skip to Main Content
Help improve the experience of getting a vehicle serviced
business product design strategy creativity customer oriented consumer insight innovation idea generation product innovation services
top 22
14 months ago
Small pic image002  1

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

For this challenge, we'd like you to help us come up with solutions to address one of the key friction points from the image above. Think about times you had to go into a shop to get your vehicle serviced, and propose ideas for how the experience could have been better for you!


Please focus your solution on at least ONE of the key friction points in the image above:

1) Which key friction point did you pick?
2) Propose a product/service/technology solution to reduce or eliminate the friction point you chose. 

  • Describe the solution in detail - what are the features and how would it work?
  • What is the customer's main problem that would be solved by your solution?
  • Explain why your solution is better than what is available today
    Submissions will be graded on the following criteria:
  • 1-10 Scale
Reward Tiers
10 Winners
will receive $100 each
12 Honorable Mentions
will receive $50 each
$100.00 J Georgia Southern University
$100.00 Square pic 60 matthew gaiser calgary bow headshot  1 Queen's University
$100.00 Square pic 60 img 20180331 103848246 top original
$100.00 L
$100.00 P Louisiana State University in Shreveport
$100.00 Square pic 60 wp 20180112 001 University of Virginia
$100.00 Square pic 60 headshot Cornell University
$100.00 Square pic 60 img 20210228 094343 9 University of South Florida
$100.00 Square pic 60 pexels pixabay 247899 University of California, Berkeley
$100.00 Square pic 60 img 20201205 172245 0  1  removebg preview Makerere University
$50.00 Picture?width=160 Florida State University
$50.00 Square pic 60 6be95546d3ad8609795545599b1648ad West Virginia University
$50.00 C Gap year
$50.00 Square pic 60 109391496 4259876354052739 2459972970337418441 n University anhembi Morumbi
$50.00 N
$50.00 Square pic 60 eddy Ibero American
$50.00 H University of Virginia
$50.00 T University of Vermont
$50.00 T
$50.00 P University of Central Florida
$50.00 Square pic 60 10 31 14 pro Walden University
$50.00 Square pic 60 38197 McGill University
Submission questions

What is your age?


Do you currently own or lease at least one vehicle?


Who is responsible for maintaining the vehicle you drive most often?

Another person in my household
I share this responsibility with another person in my household
I am responsible for the maintenance of the vehicle(s)

Within the past 8 months, how many times have you, yourself had to take your vehicle in for service (i.e. oil change, tire rotation, filter change, repair, new tires, engine light, etc.)?