Innovating mobile tools for Volvos Personal Service Technicians

  • BBH x Volvo Cars Sweden
  • 2019 - Present
  • Design and innovation partner

Since 2019 we’ve been on a mission together with Volvo Cars Sweden to transform the work process for Volvos Personal Service Technicians - enabling them to provide world-class service to their customers by making their work day easier.

The result is an app for iPhone and Apple Watch that successfully connects technicians, delights customers and enables a healthier workplace.

The Challenge

Shifting focus from car to customer

Personal Service Technicians are trusted professionals with an increasingly customer facing role. Beyond servicing your car, they build long-lasting customer relationships and loyalty on a first-name basis.

To enable technicians to shift attention and focus to their customer, we’ve designed a next generation digital tool to aid their daily workload and shape a service industry fit for tomorrow’s challenges.

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The How

Using design-driven processes centred around the real needs - right there in the workshop.

Having started with design sprints in the service workshops, we’ve defined a user experience and designed an app for and by Personal Service Technicians, enabling access to their working day in their pocket or on their wrist.

The design of the user interface is entirely based on validated needs. By simplifying complex systems and designing for human interaction, we’re reducing stress for the Service Technicians and enabling them to do a better job for their customers.

The Result

With smart notifications, work order handling and direct customer contact, we’re already making change happen.

So far, 80% of technicians who use the app have noted an increased customer satisfaction score. There’s been 30% increase in follow-up calls and emails after completed service, and a 40% decrease in paper printouts during service.

We’ll continue our journey with Volvo Car Sweden and Apple to make a positive impact not only on the service process but on health, the environment and all Volvo owners in need of car service.

”We want to realise world class consumer-like experiences for enterprise users. BBH is bringing in knowledge and skills to help us achieve that.”

Markus Lundström — Digitalization Director, Volvo Car Sweden