Rethinking automotive service ecosystems

I was asked to take part in a 4 week CX sprint for a global automotive brand. What became apparent was that the issues with the customer experience were intrinsically linked to the underlying handovers between employees and teams across a complex global organisational ecosystem. Feelings of helplessness pervaded all teams, which was passed on to the customer.

To illustrate this, I visually mapped current day service blueprints for 3 markets; Australia, Thailand and South Africa. The results were astonishing. So many issues were uncovered and reflected back to the organisation, allowing us to map a future state and demonstrate the real work ahead to achieve a best-in-class CX.