VV-Auto maintenance reservation service
Re-thinking and designing the functionality and UX so that Volkswagen Group car owners can effortlessly reserve a time for maintenance.
Responsibility areas: UX/UI design, user testing
Duration: Sep 2018 - Feb 2018
Project brief
K-Auto* (formerly VV-Auto acquired by Kesko) wanted to renew and develop their maintenance reservation service to better meet future requirements (eg. for different customer needs and paths), and take it to a new level in terms of doing business efficiently. The goal was to create easy as possible channel for both the call center and car owners to book an appointment to to the repair center. They consulted Futurice in order to achieve this.
*K-Auto acts as an importer of Volkswagen passenger cars, Volkswagen commercial vehicles, as well as an importer of Audi and SEAT in Finland, Estonia and Latvia.
My role and process
I was to execute the final UX and UI of this project. K-Auto had previously consulted another design agency to conduct initial user research and user flows. With these results given to me, I took charge in creating the final flows and user interface.
The task was to create a flexible white label system in accordance of Volkswagen, Audi and SEAT brand styleguides. The project and business goals were clarified with a kick-off workshop and rest of the project the team worked closely with the client in 2 week sprints. Several user tests and iterations were made during the project.
Initial wireframes from another design agency (left) and a kick-off workshop with the client, using Lean Service Creation canvases (right)
User test sessions in place
Solution and impact
To better serve the car owners and the business, our team managed to ship a new service within 6 months. With the information architecture that was being created, it guides the user through with 4 simple steps and shows relevant information in a more simple, digestable manner. It shows the owners previous maintenance times and is able to notify the customer of relevant fixes. The flow enables better overview and lifts for seasonal offers whenever appropriate.
Since launch, it has continued to serve ~40 000 successful reservations on a yearly basis.
