Design a system that streamlines two-wheeler service center operations, enhances communication among personnel, and ensures timely vehicle deliveries through real-time updates and seamless workflow management

Streamlining Two-Wheeler Service Operations

Worked with

Yuj Designs collaborating with
Hero Motor Corporation - India

Role & Team

Role: UX Designer
Team of 2 UX Designers, 1 Visual Designer

Year & Timeline

2024 | 4 months

My Contribution

Service Design & Analysis

User Flows, Service Blueprint, Concept Map
Information Architecture

Design & Prototyping

Wireframing, UI Design, Prototyping

Old Design

✨ New Design ✨

• Before we dive deep into the solution, it’s important to understand the chaotic reality of service centers in India •

In India, two-wheeler service centers operations are often crowded, noisy, and highly chaotic.
The service operations are typically managed by three key players.

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Security Guard

They are the initial point of contact at the service center.
Their responsibilities include verifying customer bookings and assigning unique identification tokens to vehicles, ensuring seamless customer entry/exit.

Service Executive

They are central to this process, overseeing all operations at the Service Center. Their role includes communicating with the customer, documenting the complaint as a job card, assigning the job to a technician, reviewing the service, and performing billing.

Technician

They play a crucial role, primarily working on the ramps where vehicles are assigned to them. Their core responsibility is to address all customer complaints noted on the job card and complete the necessary repairs promptly.

While there were separate tools for the three different personnel, there was a critical gap in facilitating collaboration among these essential players in the service operations. The relay of information between different personas was hindered by a lack of real-time updates and timely access to information, compounded by the need to juggle multiple apps and tools.

• This chaos revealed three core challenges we needed to untangle •

Optimize Vehicle & Service Management

  • Streamline existing processes to eliminate inefficiencies

  • Implement advanced features for seamless service coordination

Operational Efficiency

  • Identify and address bottlenecks in the current system

  • Integrate automation to expedite service procedures

Enhance Customer Relations

  • Redesign the customer interaction points for a more engaging experience

  • Prioritise transparency and communication throughout the servicing journey

• These user-centered objectives aligned with Hero Motor Corporation’s strategic priorities... •

1

Reduce average customer wait time to elevate overall satisfaction and loyalty.

2

Increase the service station efficiency through the strategic implementation of technology and process optimisation.

3

Identify and capitalise on upselling and cross-selling products for customer loyalty, insurance, and relationship programs.

• we listened to the daily realities of the service center’s key players... •

“I need to process 50+ customers daily without errors”

— Security Guard

“I’m stuck doing paperwork between technicians and customers”

— Service Executive

“I waste hours clarifying my job details”

— Technician

User Goals

  • Access accurate customer, vehicle, and service data for informed decision-making.

  • Proactively handle customer complaints through seamless communication for effective issue resolution.

  • Optimize technician task assignment based on skills and availability for on-time completion and operational efficiency.

  • Identify overlooked service issues and maintain transparency by updating customers and service executives on task progress for a seamless service experience.

• Mapping their interactions exposed systemic friction points •

Operational Challenges

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Interdependent Complex workflow

Vehicle service workflow management is complex, time-consuming, and error-prone, leading to customer dissatisfaction.

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Communication breakdown

Manual and time-consuming customer communication and collaboration processes, leading to delays in service completion.

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Technician Allocation

Vehicle service workflow management is complex, time-consuming, and error-prone, leading to customer dissatisfaction.

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Manual Documentation

Manual paperwork is a barrier to efficient and error-free operations.


Reframing the challenges as an,

Opportunity

How might we integrate & streamline interdependent operations to enhance efficiency and customer satisfaction in vehicle service workflows

• we began reimagining the ecosystem of vehicle service operations •

Security Guard’s
Task Flows

Service Executive’s
Task Flows

Technician’s
Task Flows

Introducing the New Service App

Takeaways ✨

Service Design Experience

First professional experience in service design involved managing multiple stakeholders and aligning diverse requirements - was quite challenging. This project taught me the importance of structured communication in complex ecosystems.

Design-Dev Handoff

Post-handoff, unexpected feasibility issues arose with the client's development team. I learned to collaborate closely with developers, finding creative compromises that balanced design ideals with technical constraints and scalability needs.