Service Design For The Automotive Industry | Engine

Creating a compelling vision or idea that excites your organisation should not be so hard

Our Service Design System helps organisations such as Mercedes-Benz and Hyundai Motor company and to create award-winning customer experiences with measurable impact

“It was very important to show where the industry is going and the services and experience that are shaping customer choices. It’s also really important to bring your customers in and let them talk. Really put the customer at the centre and listen to what they say.” Chief Marketing Officer, Finair " We have to anticipate what our customers will need and expect and we have to be able to make the case for longer-term solutions while we're fixing what we have. Defining and designing a clear end-state, even two years ahead, that our senior executives can sign-up to is a vital step." Customer Information Operations Lead, Transport for London

The tipping point for electrification

With superstars of the automotive world now emerging, a new breed of manufacturers, innovating compelling and viable electric vehicles (EV), have driven the more established marque manufacturers to increase their investment in electric too. The winds of change are fast approaching, as more customers are seeing an EV as desirable, which presents great opportunity to re-imagine the service experience and the supporting infrastructure needed.

Designing the experience of ownership

It’s not only the purchase of vehicles that will require transformation, but also how brands nurture ongoing relationships with customers. For brands, this includes making the most of mobility data, software and technology in vehicles to provide supporting services, and thinking about how to engage customers throughout the entirety of their ownership; it is essential to consider how customers will now have greater expectations around flexibility, personalisation and a desire to be more sustainable.

The changing role of the dealership as sales move online

The days of walking into a car dealership and kicking the tyres before making a purchase have passed, with an increasing number of car purchases happening online. The online experience for customer’s is far less pressured and enables the customer to personalise and specify their vehicle from the comfort of their own home. Throw in the integration technologies, such as augmented reality, to give customers a feel for the vehicle and the role of the dealership must be radically different in order to remain viable.

Imagine what’s possible:

A future ownership and service strategy that supports the emerging transition to EV’s.
A suite of digital services that can be delivered directly to your vehicle to upgrade your car, like you would your phone.
Smart servicing solutions that can virtually service your vehicle.
A re-imagined dealership experience with a customer centre and community hub, enabling you to extend your relationships with your customers.
Development of an end-to-end online proposition for buying, specifying, servicing, owning, upgrading and selling your vehicle.

How we can help

It's working, but not well enough

When legacy issues and disjointed ways of working are impacting your customer experience and critical metrics, you need a trusted partner to guide you.

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Think differently to stay ahead

When you need to think differently to stay ahead, but you’re unsure how to differentiate your customer experience, you need a trusted partner to guide you.

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Do something genuinely new

When you spot an opportunity to disrupt your industry with a new product or service, you need a trusted partner to guide you.

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Work

hyundai-motor-studio-retail-experience-by-engine

FEATURED CASE STUDY

Hyundai Motor Studio Retail Model

Designing an immersive, culturally inspired retail experience

The Hyundai Motor Company was determined to be the world’s best for service in the automotive industry; an industry not usually synonymous with great customer service. The challenge, was to create a flagship cultural space in Seoul, one that communicates the values of the brand and reflects the needs and expectations of a younger, wealthier market.

Service Design For The Automotive Industry | Engine