Service Design For The Automotive Industry

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

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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.

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.