March 16, 2018

Vehicle aftersales

Processing a customer’s service requests involves coordination between complex protocols and department approvals. The tasks range from scheduling, identifying, inspecting to billing and delivery. In such scenarios a service advisor (SA) is assigned to facilitate the customers and deliver an accurate estimate and delivery time.

The brand wanted to deliver better customer satisfaction at service centres. To that effect, they wanted their aftersales process simplified for SA and management.  

For an OEM, how can better UX ensure faster processing and higher throughput?

Defining a framework

Being an exercise in digital transformation, there were several pain points discovered since the first implementation of the solution. The existing application had a segmented narrative that was prone to redirections and no overview of activities assigned to the SA was available. Through research and heuristic evaluation, it was realized that the solution needed to include metrics and performance indicators to help the SAs process the requests better.


Pain Points


With several responsibilities in a day, there’s no screen that would help the SA with a unified view of tasks assigned to him/her.

Customer context

With the system driven by DMS, most of the data presented  is abstracted down to customer IDs and tokens in the form of serial numbers which at times become difficult to identify.

Performance assessment

While the solution reflects the SA's intent to resolve issues pertaining to vehicle delivery, it only shows updates to status and delivery stages.

Materials availability check

Service job cards at times require spare parts and other items that would require checking for their availability before proceeding with the job. Currently this scenario is handled without the context of an estimate


Task Completion time

The average time spent on opening a job card and delivering an estimate

Usability scale

8 unique factors surveyed on a scale of 5 points (strongly agree - strongly disagree).

Success Rate

Attempts vs correctly completed tasks.

Customer Feedback

Feedback taken by the end of the service and vehicle delivery. Experience with the SA, how quickly did the issues get resolved, accuracy of estimates and on-time delivery.


A solution that would not only facilitate assigned tasks, but also measure trends and performance for better service and reporting.

Dashboard outlining all trends and tasks reports pertaining to performance against brand-defined metrics

An Overview of vehicle status, deliver stages and brand offerings relevant to specific service packages.

Customer centric status journeys as an alternate to cryptic request IDs and token numbers

Linear progression mirroring on ground processes for intuitive task flows

Service history and owner info clubbed into a single customer overview

Booking and updating materials in real time help keep the estimates updated before generating pro forma invoices


When it comes to service jobs, iterations to estimates are frequent. Updating the owner with changes via msg and pictorial evidence helps in justifying the revised costs to the customer better