Service King

Service King is one of the nations largest premium repair facilities in the United States. They pride themselves on the level of service and quality they deliver, but their organizations infrastructure and lack of digital tools has left them with many important employee, partner and customer pain points that need to be addressed.

The service design project spanned across the front office, back-of-house fulfillment and service and the overall customer experience. Quite often these “dentist-like” moments in our lives are the ones that need the most attention. No one wants to deal with a repair facility. Their expectations are very low and their concerns are very high based on past experiences. It is in this that we saw incredible opportunities to help redefine and design the modern service experience for vehicle repair.