Deepak J T

Concerned Customers

Problem Statement:
Customers are anxious about the service time and procedures of their car. They feel that there is no transparency in the system and might be cheated by the service personnel in what really happens during the service.

Measures taken in the past:
Service providers have implemented a manual system using a checklist on paper to track and update the customer when they receive the car at the end of the service.

Flaws:
The paper shows the service detail but no real information to whether it was actually done or whether the mechanic/technician was just updating the list based on his knowledge.



On site reflections:
- Visited a service centre to verify processes.
- Talked to technicians on the process and structure of the service.
- Service records are stored digitally and on paper.
- Some technicians are forgetful of verifying the tasks at the end of the service.
- Carrying around a big checklist/notebook is not the easiest.
- Might forget the checklist in one of the cars being serviced.
- Mixups happen while working on multiple cars.




Solution
A digital tracking application that would track the service and update the user on all the service related information in a timely manner.

The application connected to the systems dashboard at the service centre would be able to verify the updates of the car condition via the OBD and send information to the customer. Also prompting the serviceman to update the processes as it is getting done.


Design
Building up a simple app that would help customers follow the progress of the service of their vehicle. This would give an overview of the condition of the car, service requirements, progressive update on the car’s location, what part of the service it is at and ending with the delivery note.

The details would be sent across from a digital checklist stationed at each are of the service where the car is located and the technician can verify the car details, completion of the service.

 

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