Modernizing the service technician role

Modernizing the service technician role

Modernizing the service technician role

Modernizing the service technician role

Modernizing the service technician role

— Overview

— Overview

— Overview

— Overview

— Overview

Volvo service technicians in Sweden have moved from being behind the scenes to a client relations-role. At the same time their tools and systems has not changed, systems that has its roots from the 70’s.
The technicians main KPI:s are based on customer satisfaction, making their relationship with customers essential in their work life.

Role: Lead Designer
Date: 2019 - Present

Volvo Service is a new tool for Volvos personal technician personnel. Together with Volvo, ux/ui designers and the technicians themself, tomorrows way of working in the field of personal service technicians was formed. 
More coming soon.

Role: Lead Designer
Date: 2019 - Present

Volvo Service is a new tool for Volvos personal technician personnel. Together with Volvo, ux/ui designers and the technicians themself, tomorrows way of working in the field of personal service technicians was formed. 
More coming soon.

Role: Lead Designer
Date: 2019 - Present

Volvo Service is a new tool for Volvos personal technician personnel. Together with Volvo, ux/ui designers and the technicians themself, tomorrows way of working in the field of personal service technicians was formed. 
More coming soon.

Role: Lead Designer
Date: 2019 - Present

Volvo Service is a new tool for Volvos personal technician personnel. Together with Volvo, ux/ui designers and the technicians themself, tomorrows way of working in the field of personal service technicians was formed. 
More coming soon.

Role: Lead Designer
Date: 2019 - Present

Together with Volvo Cars and Volvo IT we created a cross functional core team including UX, UI, process lead, developer, amplifier and systems architect.

In the center was the user - Alex, a service technician working at Volvo in Halmstad, Sweden. It was crucial to have him in the team, so we would develop something that really worked and make him ambassador to get other technicians onboard.

During four weeks we ran several design sprints on location in Halmstad, where Alex’s work, to understand his problems.

Together with Volvo Cars and Volvo IT we created a cross functional core team including UX, UI, process lead, developer, amplifier and systems architect.

In the center was the user - Alex, a service technician working at Volvo in Halmstad, Sweden. It was crucial to have him in the team, so we would develop something that really worked and make him ambassador to get other technicians onboard.

During four weeks we ran several design sprints on location in Halmstad, where Alex’s work, to understand his problems.

Together with Volvo Cars and Volvo IT we created a cross functional core team including UX, UI, process lead, developer, amplifier and systems architect.

In the center was the user - Alex, a service technician working at Volvo in Halmstad, Sweden. It was crucial to have him in the team, so we would develop something that really worked and make him ambassador to get other technicians onboard.

During four weeks we ran several design sprints on location in Halmstad, where Alex’s work, to understand his problems.

Together with Volvo Cars and Volvo IT we created a cross functional core team including UX, UI, process lead, developer, amplifier and systems architect.

In the center was the user - Alex, a service technician working at Volvo in Halmstad, Sweden. It was crucial to have him in the team, so we would develop something that really worked and make him ambassador to get other technicians onboard.

During four weeks we ran several design sprints on location in Halmstad, where Alex’s work, to understand his problems.

Together with Volvo Cars and Volvo IT we created a cross functional core team including UX, UI, process lead, developer, amplifier and systems architect.

In the center was the user - Alex, a service technician working at Volvo in Halmstad, Sweden. It was crucial to have him in the team, so we would develop something that really worked and make him ambassador to get other technicians onboard.

During four weeks we ran several design sprints on location in Halmstad, where Alex’s work, to understand his problems.

Alex’s days are fragmented. Phone calls, emails, clients coming in unannounced, tons of paper work, walking long distances to collect information, old digital systems. All this prevents him from putting his energy where it matters, on his customers.

— 15 different digital systems
— 50% of the time sits in front of PC
— 1000 clients per technician
— 100 pages of paper printed daily per technician
— 1 hour of phone calls per day

Alex’s days are fragmented. Phone calls, emails, clients coming in unannounced, tons of paper work, walking long distances to collect information, old digital systems. All this prevents him from putting his energy where it matters, on his customers.

— 15 different digital systems
— 50% of the time sits in front of PC
— 1000 clients per technician
— 100 pages of paper printed daily per technician
— 1 hour of phone calls per day

Alex’s days are fragmented. Phone calls, emails, clients coming in unannounced, tons of paper work, walking long distances to collect information, old digital systems. All this prevents him from putting his energy where it matters, on his customers.

— 15 different digital systems
— 50% of the time sits in front of PC
— 1000 clients per technician
— 100 pages of paper printed daily per technician
— 1 hour of phone calls per day

Alex’s days are fragmented. Phone calls, emails, clients coming in unannounced, tons of paper work, walking long distances to collect information, old digital systems. All this prevents him from putting his energy where it matters, on his customers.

— 15 different digital systems
— 50% of the time sits in front of PC
— 1000 clients per technician
— 100 pages of paper printed daily per technician
— 1 hour of phone calls per day

Alex’s days are fragmented. Phone calls, emails, clients coming in unannounced, tons of paper work, walking long distances to collect information, old digital systems. All this prevents him from putting his energy where it matters, on his customers.

— 15 different digital systems
— 50% of the time sits in front of PC
— 1000 clients per technician
— 100 pages of paper printed daily per technician
— 1 hour of phone calls per day

After four weeks we had gone from understanding Alex situation to design and build a prototype that was tested several times in Alex’s environment.

Based on mobility and context we chose Apple Watch as the primary device - get the relevant information on the move without picking up your phone. Using real time context we present the right information at the right time.

When Alex needed deeper information or present his work to the customer, he used the iPhone app.

After four weeks we had gone from understanding Alex situation to design and build a prototype that was tested several times in Alex’s environment.

Based on mobility and context we chose Apple Watch as the primary device - get the relevant information on the move without picking up your phone. Using real time context we present the right information at the right time.

When Alex needed deeper information or present his work to the customer, he used the iPhone app.

After four weeks we had gone from understanding Alex situation to design and build a prototype that was tested several times in Alex’s environment.

Based on mobility and context we chose Apple Watch as the primary device - get the relevant information on the move without picking up your phone. Using real time context we present the right information at the right time.

When Alex needed deeper information or present his work to the customer, he used the iPhone app.

After four weeks we had gone from understanding Alex situation to design and build a prototype that was tested several times in Alex’s environment.

Based on mobility and context we chose Apple Watch as the primary device - get the relevant information on the move without picking up your phone. Using real time context we present the right information at the right time.

When Alex needed deeper information or present his work to the customer, he used the iPhone app.

After four weeks we had gone from understanding Alex situation to design and build a prototype that was tested several times in Alex’s environment.

Based on mobility and context we chose Apple Watch as the primary device - get the relevant information on the move without picking up your phone. Using real time context we present the right information at the right time.

When Alex needed deeper information or present his work to the customer, he used the iPhone app.