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.