Store Service Design

*This project is confidential and part of materials are not allowed to be shown. Please contact me for more information.

During the design research in different cities in China, we developed a trust model for a car after-sales service company in order to maintain the customer relationship. The trust model presents three different qualities and levels, which are control-based, prediction-based, and empathy-based. Along with the service blueprint and system architecture we designed for engaging different types of persona, the customer trust grows to different levels, and the connection between company and customer changes from a transactional to a relational state.

Persona, Service Blueprint, Concept Design & System Architecture