Loaded
LemirGO
A Key Box with a booking platform for car services
Introduction and genesis.

L'emirGO's solution for Skoda services

Key Box is a response to the market demand for non-contact customer service at any time of the day throughout the year.

Thanks to it, the customer can leave his car at the service or pick it up at any time of the day without any restrictions.

The L’emirGO platform was created as a starter service for an innovative service solution for the automotive industry.

It allows you to book a service at authorized Skoda Dealership services 24 hours a day and 365 days a year, wherever and whenever you want.

After arriving at the site (at any time of his choice), the customer parks his car in a guarded parking lot and leaves the car keys in an ultra-modern KeyBox solution (keypad), which is part of the solution, and can then safely walk away.

After the service is performed, he is informed about its scope and costs, and then he can pay for it in the PayBox solution or directly upon receipt at the KeyBox device.

LemirGO solutions

The process of designing LemirGO products:

Think — discover.

Collecting product requirements and deepening industry knowledge

Workshops with the business / client (who is also the creator of the solution) and technological partners (manufacturer of cabinets, readers, screens and security).
Defining business and design / product goals, problems, technological and legal obstacles. Example methods: 5 Whys, Business canvas. Protoperson. User stories.

Deepening information on the processes of car showroom customer service. Participation in various stages from customer service in the showroom through the process of diagnostics and repairs in the car service. Conversations and meetings with employees, deepening information about clients, problems, obstacles or even potential ideas.

Think — ideation.

IDI surveys and in-depth interviews on 3 customer groups specified in the project assumptions. The main goal is to organize knowledge about problems at the interface between customer service and car service.

Research and analysis of non-competitive market products (Inpost, producers of digital signage solutions, e.g. self-service checkouts, ticket machines) Collection and analysis of research and workshop data. Defining real product and business goals. Defining implementation priorities and developing a product development plan. Priority Matrix.

Make — implementation.

Preparation of full personas based on research. User flows concerning not only the solution itself, but the entire customer service process along with the elements of the contact where our solution enters. Maps of systems, logic of operation and data exchange.

Design of application and website views. Implementation and testing of internal software and applying usability corrections. Implementation of the solution at the customer's site with onboarding for the service and showroom team (support for the cabinet and service management system). Development of test procedures for the device and their reporting system.

Learn — delivery.

Collecting feedback, comments, problems from customers and service employees.

Development of fixes, improvements and new functionalities based on the knowledge gained from the implementation:
eg: Reservation of the service directly at the device for the elderly who had a problem with the solution (low technological level).
Additional integrations with service, automotive and sales systems to limit too many solutions that must be learned by the salon employee.
Streamlining the booking process by reducing the amount of data required to be filled in by the customer.
Improving the touchscreen experience by changing the manufacturer and model to a better one. Same case with the QR code reader that had freezing problems.
Installing additional security measures against theft of keys or accidental opening of a locker.
Development of algorithms and scenarios for the management of lockers in the event of their overfilling or redundant reservations in relation to the throughput capacity of the website and the key-lock machine.

Main problems.

The main problems related to the implementation of the solution prototype:

Technological problems with devices: defects, software deficiencies, outdated components and sometimes a low level of quality control.

Integration with sales and automotive systems with which all talks were arduous and difficult.

Too much useless of problems or functionalities that ultimately were of minimal value.

And the obvious obviousness – implementation chaos, because where there are six cooks … there is nobody to do 🙂

Co-op.

The project of the application for KeyBox was created together with Piotr Osmoła.

Automotive PayBox
Touch screen with self-service payment module