Client: Ford - Interaction Design

Helping commercial vehicle owners and fleets maintain 100% uptime.

Helping commercial vehicle owners and fleets maintain 100% uptime.

In an effort to help Ford maintain customer relationships and gain new revenue streams post-purchase - we helped them define a new service offering legeraging connected vehicles.

My Role

I lead the interaction design and service design for this project. Prototyping key service offerings and building out the customer journey for each type of business interacting with Oracle.

Challenge

How might we reduce unplanned downtime forcommercial customers through connected services?

Solution

Our final deliverable was a new service offering using connected vehicle data that would allow mobility businesses and fleets to have better communication between themselves, their vehicles, and dealerships. We highlighted these features in a explainter video following 3 different profiles.

Outcomes

Ford green-lit the initiative and developed the service into a core function of their new organization, Ford Pro.

Field Research

Our team traveled across the UK and Germany interviewing dozens of commercial vehicle owners and fleet operators to understand their painpoints with managing their fleets.

Our team traveled across the UK and Germany interviewing dozens of commercial vehicle owners and fleet operators to understand their painpoints with managing their fleets.

Provocations

We designed user research material that helped guide conversations with participants around working with their drivers, vehicles, and dealers.

We designed user research material that helped guide conversations with participants around working with their drivers, vehicles, and dealers.

Final Concept

We produced a concept video that could be easily shared amongst stakeholders at Ford, illustrating the benefits of a future where our connected vehicle service supported fleets of all sizes. Providing the ultimate goal of 100% uptime.

Website Concept

We also illustrated the service as a website to help bring it to life.

We also illustrated the service as a website to help bring it to life.

Designed in 🌤️ London

Designed in 🌤️ London

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