Joanna Peña-Bickley Artist, Activist, Inventor and Designer
Customer Pain Point
Customers feel uncertain when attempting to diagnose mechanical issues from in dash indicators. When they arrive at the service center, brand frustration grows with a lack of transparancy of diagnosis, price and time needed for repairs.
Technician Pain Points
Technicians are only as good as the data they have. e.g. telematics codes or mechanical failuers they have fixed before
Lack of access to past service records, weather and road conditions, aggregate repair patterns and technician tips pose as a barrier to getting the full picture of the health of a car.
Setting User Goals For The Product
Jane, a ford service technician, can diagnose a complex sensor or mechanical failure, get repair guidance from a community of techs and offer her customers transparency by being able to give real-time repair progress reports with one tap or voice command.
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