AAA came to Speck seeking to enhance the business productivity of their Club-owned and AAA-approved repair shops. They knew that elements such as customer experience, customer relationship management, online bookings, and inspection tracking were ripe for improvement, but weren’t sure how to best capture their employees’ and customers’ needs and desires.
First, we needed to see the big picture. Then, we needed to communicate it clearly and elegantly to our client. Down the line, wireframes and other elements would help AAA visualize the many ways in which new and improved business tools could vastly improve the repair shop environment.
We first dug into the experience itself. We explored repair shop workflow and existing technology usage, surfacing pain points in current processes. We probed on attitudes toward future technological concepts.
Key findings about the connection between service person and customer, difficulties of part sourcing, the perceived role of diagnostic technology, and “communication breakdowns” between front-end advisors and back-end technicians all served to shape our design focus.
Ultimately, we offered AAA six tightly bounded but widely varying areas of opportunity. Each was illustrated as a user scenario, with clear links between technology and customer benefit.
what made a difference
Rather than placing technological capability front and center, Speck focused on the existing experience for AAA repair shop customers and employees, recognizing areas that could be improved through service design and the considered application of technical tools. We developed scenarios to contextualize our design concepts, stress-testing them against the “real world."
All this meant that our design recommendations were closely tied to an understanding of and empathy for the current user experience. This allowed AAA to see the rationale behind Speck Design’s concepts, and easily envision how these changes could enhance their overall shop experience.