ABOUT THE PROJECT
Paving the way for connected solutions in a legacy trucking company
the CHALLENGE
As a service design intern for the Volvo Innovation Lab, my team was challenged to research customers' experiences, understand where and how digital services could add value their operations, and suggest a strategy for Volvo moving forward.
This project continues to be under NDA, so I will focus on the tools and methods utilized.
Role
Service Design, User Research, Storytelling
Context
Internship project
3 months (June - Aug. 2024)
Team
Pearly Tan, Justin Yang
Relevance to my Design Perspective
Strategized across the physical and digital aspects of a complete service in an industry that's lagging behind in tech adoption.
Connected customer research to business goals to improve the overall experience both internally and externally.
Worked cross-functionally to understand Volvo Group's internal structure and map it to the customer experience.
Starting at the source
Understanding existing services and the roles of internal teams
DESIGN PROCESS
How did we get there?
synthesizing information
Identifying themes, disconnects, and pain points from interviews
Mapping the current state
Creating an initial journey map as a starting point for exploration
Considering the larger service
Analyzing a service blueprint to identify opportunities for maximum added value
Personal Learning
Different audiences call for different materials. Cater your frameworks and takeaways to your target stakeholder.
Not all customers are created equal
We broke down our customers into four groups based on how and why they make decisions
Final Solution
Our recommendations addressed immediate needs, upcoming opportunities, and long-term strategies
Key Takeaways
What I Learned
How to bridge customer needs and insights with business goals to create a desirable, viable, and feasible outcome.
How to use service blueprinting to both align multiple stakeholders and strategize the best way to unify those groups going forward.
How to strategize across physical and digital aspects of a complete service, particularly in an industry that's lagging behind in tech adoption.
