Customer-facing products
Design clear journeys for finding a service, making a request and understanding its status. Build around the information customers need at each step, including when a plan changes.
Industry / 05
Kerning / IntelligenceMobility.
Connect the customer journey with the operation on the ground.
01The operating context
The digital journey ends in a physical place.
Digital products and operational systems for mobility businesses. Bring together the people requesting a service, the teams delivering it and the commercial processes behind the experience.
A mobility service involves more than an interface. The customer’s request needs to reach an operating team, changes need to be understood and exceptions need a clear route to resolution.
We can help define that service model and build the software around it. The starting point is the relationship between customers, locations and operators, with integrations scoped to the systems actually available.
A workflow to think through / Illustrative
- Find a service
- Make a request
- Coordinate delivery
- Resolve & reconcile
02Possible project scope
What we can build.
Starting points for a conversation. The right scope depends on your workflow, available data and existing systems.
Operator & location tools
Create workspaces for the people managing a location or fulfilling a request. Define responsibility, status changes and exception handling with the teams who will use the system.
Partner coordination
Give partners a relevant view of requests, operating records and commercial information. Establish permissions and review steps that reflect the way the service is organised.
Service support & reporting
Connect customer issues with the underlying service record. Help teams investigate recurring problems and understand what information is needed to settle a commercial exception.
03Client relationship
GoParrk.
GoParrk is an early-access parking application with discovery and dedicated driver, operator and employer workflows.
The parking explorer is illustrative; real reservations are not enabled.
04A useful first conversation
Map one journey across the screen and the site.
The first useful conversation connects a customer’s request to the people and systems responsible for delivering it.
- What must the customer know before making a request?
- Who handles changes and exceptions on the ground?
- Which existing systems or devices need an integration?
Next / Your business, reimagined
Build the next
version of your business.
Tell us what you need to build or improve. We’ll discuss the scope, the systems involved and a practical next step.
Discuss your project