Volvo Pre check-in
Product Design & UX
About the project
Offering add-on services during a vehicle service visit can be challenging. For technicians, it can feel like an uncomfortable sales pitch. For customers, it often means making a decision on the spot, with little time to consider their options. Rather than asking how to sell more services, we asked a different question: What if the decision happened before the customer even arrived?
Together with Volvo, we explored the pre-service journey to understand where customer needs and business goals aligned. One insight quickly became clear: workshops were missing out on valuable opportunities simply because the right information wasn't reaching customers at the right moment.
Client
Volvo Cars
Services
Product Design & UX
Year
2025-2026
Approach
A Better Service Visit Starts Earlier
Customers were asked to decide on additional services during their workshop visit, creating friction for both customers and technicians while limiting opportunities for the workshop. Together with Volvo Cars, we identified an opportunity to move the decision to a better moment.
Turning Insight into Action
We designed and validated a proof of concept that allowed customers to receive personalised service recommendations before their appointment and add services through a simple customer portal. Following a successful pilot, customer and technician feedback shaped the next iteration, including an administrator tool for workshops.
Creating Measurable Impact
The pilot improved the experience for customers and technicians while increasing accepted add-on services. One year later, the solution has generated 1.7MSEK in additional revenue and is now preparing for a nationwide rollout.
