Service King Collision Repair

Project
Create a mobile and web-friendly app that allowed customers to see the status of their vehicle repair.

Role
UI / UX Lead / Client Partner

Problem Statement
How might we lower call center support cost in relation to customers checking vehicle repair status?

Outcome
When I first started on this project, the client had recognized an opportunity to enhance the customer experience and optimize internal operational cost. There were a lot of discovery meetings with numerous stakeholders to gain a clear vision of the problem we were trying to solve.

- Explore and potential customer pain points
- Discover preferred customer modalities
- Iterate and test solutions with customers

Once I had a deeper understanding of how the vehicle and the customer went through the repair journey, we were able to design an experience that brought value to the customer and business. We were also able to create a social marketing piece that allowed customers to rate their experience and post a pic of their fixed vehicle for a chance to win a prize.