Since 2019, BBH Stockholm has been partnering with Volvo to transform ways of working for Personal Service Technicians. Beyond servicing your car, technicians build long-lasting customer relationships and loyalty, on a first-name-basis. We set out to aid their daily workload so that they can spend more time focussing on the customer.

Taking user centricity to the next level, we started with design sprints in the actual service workshops and defined an optimal user experience. We created an app for iPhone and Apple Watch that successfully connects technicians, delights customers and enables a healthier workplace.

By simplifying complex systems and designing for human interaction, we’re reducing stress and enabling technicians to do an even better job for their customers.

With smart notifications, work order handling and direct customer contact, we’re already seeing fantastic results. ‍So far, 80% of technicians have noted an increased customer satisfaction score; there’s been a 30% increase in follow-ups; and a 40% decrease in paper printouts. Better for customers, better for business, and better for the planet.