Retailer Integrated Service Experience (RISE)
RISE is an internal enterprise application used by the Retailers and Call centre agents of Britain's largest automotive manufacturer. This application gives a 360° view of the JLR vehicle that the customer owns and gives suggestions on service/warranty/Road Side Assistance etc
Domain
Automobile Manufacturer
Service Rendered
UX Research, Visual design
The UX Challenge
-
Consolidating multiple systems within a British multinational automobile manufacturer to provide a streamlined interface that effortlessly presents vital information about a car and its owner, including service due dates, warranty history, driver information etc.
-
Aligning this enterprise solution with the new branding guidelines of the company.
The Solution
-
Centralized Data Integration
​The Dashboard integrates with various systems within the automobile manufacturer, including service management, warranty tracking, and customer relationship management (CRM) systems. It fetches and consolidates data related to connected vehicle data, latest vehicle activities, customer information, and more.
-
Real-time Updates
It provides real-time updates on service due dates, service campaigns, Tax warranty claims, and other relevant notifications. This ensures that the users have the most up-to-date information at their fingertips, enabling them to proactively address customer needs and prioritise tasks. -
Search and Filter Functionality
This functionality allows users to quickly locate specific information which saves time and improves efficiency in retrieving relevant data.
The Process
Learning about user
Target Audience:
Retailers/Dealer & Call Centre Agents:
Get a 360 degree view of a customer's vehicle and provide after-sales support
Illustrating the user flow
Designing the UI (Enterprise Application)
Vehicle Homepage:
After logging in to the portal, the Retailer will land on the main homepage/search page where he can enter the Vehicle Identification Number or registration number of a vehicle and go to it's detail page.
​
This is an overview page for the retailer highlighting the Service alerts for each vehicle assigned to him, the customer clock status (the no. of days the vehicle has been in the workshop indicated by RAG colours) & the online service booking requests.
VIN/Registration detail page
This page is where the user can see a 360 degree view of the vehicle. It mainly showcases:
-
Pending tasks overview
-
Service details: Last service date, Next service due date, Service alerts, Ongoing service campaigns, Latest services/activities completed
-
Smart appointment scheduling based on vehicle availability
-
Connected car data access
-
Customer feedback on retailer service
Benefits
-
Comprehensive Car Information:
The dashboard displays all relevant features and specifications of the customer's car, including model, description, paint colour, and warranty dates.
-
Interactive Task Management:
Retailers can efficiently manage outstanding items related to the vehicle, such as servicing and maintenance tasks. The dashboard provides clear visibility of available service days and the next scheduled due date.
-
Real-time Activity Updates:
The latest activities associated with the vehicle are displayed, allowing retailers to stay informed about any recent updates or changes made.
-
Connected Car Data Privacy:
The dashboard indicates whether the customer has consented to share their connected car data, ensuring transparency and privacy considerations.
-
User-friendly Interface:
The UX screen is designed to be intuitive and visually appealing following the brand's visual guidelines, providing a seamless and satisfying experience for retailers and dealers.
-
Streamlined Operations:
By centralizing essential information and offering interactivity, the dashboard streamlines car dealership operations, enabling retailers to effectively manage customer vehicles and provide efficient service.
Outcome
The initial MVP release received immense appreciation from the stakeholders. It led to:
​
-
20% reduction in the average time to schedule service appointments with a target of decreasing the current average time of 2.5 days to 2 days or less.
-
Increase in customer satisfaction scores related to service interactions.
-
Higher utilization of warranty services, leading to improved retention rates.
Thank You! ✨
Note: Due to the nature of the project and NDA, limited information has been provided here. If you want to know more, feel free to reach out to me.
Yograj vaidya
User Experience Lead, TCS
"Tanvi has been part of my team for over a year and a half. She is an excellent UX designer and a team player. If any requirement is given, it is sure the solution will be creative & with sincere thought and logic behind it. She will be an asset to any team she joins. Her attention to detail & problem-solving skills sets her apart and she is a fantastic collaborator, open to feedback and eager to iterate on designs to achieve the best possible user experience."