Aftersales Service UX/UI
Luxury Sports Car OEM / B2C
Designed the global aftersales service platform for luxury sports car owners worldwide.
Created seamless booking and communication flows that worked consistently across highly diverse markets and service providers.
Impact Highlights
Unified UX across
50+ markets
Booking flow completion ↑ (measurable simplification)
Faster dealer–customer communication
Brand consistency
strengthened globally
Challenges
01
Global user base
The platform had to serve luxury sports car owners worldwide. A unified UX was required that transcended regional conventions and felt intuitive across diverse cultural contexts.
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03
Inconsistent Data Exposure
Depending on market and system capabilities, customers were presented with different levels of detail (e.g., availability of real-time parts data in some regions but not others). This eroded trust and impaired the sense of a consistent brand experience.
05
Need for Seamless Integration
The aftersales booking journey was one touchpoint within the brand’s broader digital ecosystem. Any deviation in design language or interaction patterns risked creating a disjointed, “islanded” experience for the customer.
02
Fragmented Dealer
IT Systems
Dealer networks operated with highly heterogeneous IT infrastructures (varying combinations of legacy and modern systems). This created significant inconsistencies in service data availability and workflow integration.
04
Divergent Cultural Expectations
Certain markets prioritized speed and minimalism, while others valued completeness and informational depth. Designing for a global audience required establishing a balanced “median UX” that could satisfy both ends of the spectrum.
Approach
01
Mapping Systems and Workflows
Analyzed heterogeneous dealer IT infrastructures and existing service processes across regions to identify integration gaps and inefficiencies.
02
Defining a Global Baseline
Established a standardised core dataset and booking flow while allowing for localised extensions, ensuring both consistency and functional flexibility.
03
Designing End-to-End Journeys
Delivered customer-facing booking and dealer communication flows, incorporating post-service updates and approvals, with seamless continuity across touchpoints.
04
Balancing Global and Local UX
Tested and iterated on interaction patterns to reconcile cultural differences in speed vs. detail, shaping a globally adaptable “median” experience.
05
Ensuring Ecosystem Consistency
Coordinated with parallel agile teams to align design language and interaction paradigms, securing a unified brand experience across the digital ecosystem.
Outcomes
Frictionless booking at scale
Streamlined flows drove a clear uplift in completion rates and shortened time-to-appointment across markets.
Dealer–customer alignment
Cleaner handoffs and status updates reduced back-and-forth and accelerated approvals.
Consistent global experience
A unified design held up across heterogeneous market systems, lowering variance and routine support contacts.
Operational visibility
Stakeholders gained timely insights into demand patterns and bottlenecks to inform continuous improvement.
Client identity and proprietary details anonymised
in compliance with NDA.
