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Primary CUSTOMER PAIN POINT

FordServiceBay

THE SERVICE CENTER BLACK BOX: Customers feel uncertain about diagnosing mechanical issues with current on dash indicators, when they arrive at a service center, brand frustration grows and CSAT scores drop due to a lack of transparency and confidence in the mechanical diagnosis, service pricing and time needed to make repairs.

Service Tech Insights

Information Overload and Biases: Techs are only as good as the data they have e.g. telematics codes or the mechanical failures the’ve seen or repaired.

Absent Data: Lack of access to past service records, weather and road conditions, aggrigate repair patterns, technician tips pose as barrier to getting a full picture of the health of a car.

Time Is Money: Techs are paid to repair cars not communicate progress or maintain customer expectations. Their sucess is measured by how many cars they have pushed through the service bay and parts they’ve sold.

THINKING BIG
What if we empowered every service technician with a smart assistant that improved mechanical diagnosis by 70% and delivered a live digital service report, history and notifications to every Ford driver?

DIVING DEEP in to dark DATA

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Workinig with domart and dark data, I crafted an Ai powered experince that mined and modeled two types of data.

1. Structured Data: ODBC Port Read, Telematics, previous service history from other cars serviced at Ford /reported service issues.

2. Unstructured Data: Mechanic & Service blogs/forums and social feeds, Weather data, trip data.

Invent & Simplify

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Jane, a Ford Service technician, can diagnose a complex sensor or mechanical falure, get repair guidance from a community of mechanics and offer her customer transparency and confidence scores by being able to give real-time repair progress reports with on tap or command.

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Selected Works

Amazon Echo & Alexa DevicesProduct Ecosystem Design

Breathe3D MasksPublic Works Design

CadillacAutomotive Ai: AR + VR

Citi BankProduct Design: Apple Watch App

CognitiveExperience.DesignGenerative Design + Machine Learning

Crypto JewsArt Exhibition

DusseBranding, Product Design, Advertising

Earth SpeaksStrategy, Product + Conversation Design

Ford Smart AdvisorAi Powered Product Design

General Motors OnStar GoProduct Ecosystem Design

Girl Scouts of AmericaAi Powered Product Design

The IRC - New RootsBranding, Product Design

AWS IoT Things GraphEnterprise IoT Product Design

AWS IoT EventsEnterprise Product Design

John DeereProduct Design + Ai

The MatrixDevice & Voice Game Design

Ford MobilityMobile & Internet of Things Design

Frontier CommunicationsBranding, Product Design, Advertising

Rémy MartinProduct Design, Mobile

IBM iXBranding, Org & Product Design

H3Product Design, Mobile + Wearble Tech

SPEAKING ENGAGEMENTS

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Joanna routinely to speaks and keynotes at conferences, corporations, non-profits, educational and professional organizations. Her subject matter expertise is customized to meet the needs of each audience. 

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+ ReadyToWear The Future Blog
+ CognitiveExperience.design
+ DesignedByUs.org

 

TALK: Making Magic with Ai

Ai is the tool of the modern magician. At the nascent stages of the another industrial and social revolution, magic + math, multiplied by design makes what is invariable hard — seem remarkably easy.

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#5THINGS LIVE

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Begin the week with a health dose of inspiration, exploration. #5Things is a springboard for creativity, invention and thinking big. Join the optimistic intersection of design, tech and modern life on spaceship earth. 

Connect with Joanna as she explores spaceship earth | LinkTree

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