Vehicle Health & Reservations
Work conducted for Ford Motor Company as part of the Customer Experience Strategy team. More information about this project and the development process can be shared verbally.
Introduction
My role: Active team member on Vehicle Health Alerts and Reservations projects
Conducted customer research, journey mapping, usability testing, and other Human centered design practices.
Refined how customers interact with vehicle health alerts in their vehicle and on FordPass app.
Refined how customers schedule vehicle service reservations with a focus on dealer and FordPass app interactions.
Lead research on reservation metrics with a focus on where customer's drop out of the scheduling process, dealer data needs, and developing a user friendly dealer dashboard.
Research for User Needs
My role: User Research team member
Comparative analysis, secondary research, and user interviews were conducted to help us understand the customer's behavior and interaction with the current system and FordPass UI. What do customer's want to see in the application, how to decrease anxiety vehicle alert can cause, and what customer's current and future state is when it comes to scheduling vehicle service appointments are just a few of the essential questions.
Many dealer studies were also conducted to understand each interaction the service departments at the Ford dealers have with the customer and vehicle, as well as there current behavior and trust around connected vehicle data for remote diagnosis part ordering and scheduling technicians workloads.
Findings from the research were organized into Bluescape.
Vehicle Health Alerts
My role: Design and User Testing team member
The Vehicle Health Alerts workstream consists of topics such as prognostics, collision assistance, remote diagnostics, customer repair triage, remote technician, service information for everyone, analysis, dealers, and messaging.
The initial research phase has completed. The team is currently working on how to integrate the research findings into the FordPass app, Dealer portal, and Reservations workstream to streamline information about user's vehicle issues and actionable next steps, all in one place.
Reservations
My role: User Testing team member and Metrics lead
User testing was connected and the findings were used to refine the design of the FordPass app. The Reservations project is currently in the pilot phase.
For launching this project, the team needed a way to measure success, as well as supply dealers with the right metrics and data analytics tools to understand issues like customer's dropping out of the scheduling process before completing. This insight allows the team to make educated solutions.
For metrics, dealer interviews, cost & features benchmarking, understanding dealer dashboard & data needs, and usability studies were conducted. Working closely with the analytics team to develop the KPIs, software systems to use, and managing resources for the pilot launch.
Impact & Reflection
The Reservations project is scheduled to be available to dealers in October 2022. Parts of the Vehicle Health Alerts workstream will be integrated gradually into updates within FordPass and the Reservations product in the months to follow.
Reflecting on these projects, I discovered that although deadlines are important, launching a product before it is ready just to make a deadline can cause irreversible damage. The Reservations project was suppose to pilot at dealers starting in the beginning of May 2022. Piloting initially started at a dealership before it was ready. My bugs were not worked out yet, and caused the dealer to withdraw from the pilot due to frustration. To avoid another dealer having negative first reactions, we went back to work on the product and postponed launch. The product just started pilot again in August 2022.
