Service design consultancy for

The Automotive Sector

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 to create award-winning customer experiences with measurable impact

Sector_Automotive
mercedes hyundai Group copy jaguar
"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) has 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.

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.

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.

Imagine what’s possible

A future ownership and service strategy that supports the emerging transition to EVs.

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.

Greater focus on services and wellbeing for more vulnerable passengers.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Jaguar Land Rover Customer Research

Jaguar Land Rover Customer Research

Jaguar Land Rover (JLR) sought a global sales and service strategy to adapt to evolving consumer...

Connected services for Volkswagen's Millennial customers

Connected services for Volkswagen's Millennial customers

In response to changing market dynamics, Volkswagen recognised the need to embrace digital...

Defining the vision for Genesis House

Defining the vision for Genesis House

Genesis wanted to develop an experience centre that exemplified the quality, craftsmanship and...

Connected Service Design

Creating remarkable experiences your customers will love requires the seamless integration of the technology, people and places that make your customer experience unique. We call this Connected Service Design.

Learn about the benefits of connected service design

CX Vision and Design

CX Vision & Design

Envision a connected customer service you can operationalise

Products-1

Products

Make an impact with a new original service and product

People-1

People

Realise your brand through your people

Places-1

Places

Envision new places and service environments

Resources

The role of car brands in mobility as a service

The role of car brands in mobility as a service

Since the birth of the car industry, brand strength has been a powerful influencer of consumer...

Five top automotive brands for customer experience in 2022

Five top automotive brands for customer experience in 2022

Over the last couple of years, we have all begun to value positive experiences and connection even...

The future of automotive retail: The importance of merging digital and physical experiences seamlessly

The future of automotive retail: The importance of merging digital and physical experiences seamlessly

The automotive industry is no different to any other when it comes to online and in person...

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Learn about the benefits of connected service design