thomas mercier

thomas mercier

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Volvo Group

Driver service design

UX

ANIMATION

SERVICE DESIGN

AUTOMOTIVE

Volvo Group

Driver service design

UX

ANIMATION

SERVICE DESIGN

AUTOMOTIVE

Volvo Group

Driver service design

UX

ANIMATION

SERVICE DESIGN

AUTOMOTIVE

Volvo Group

Driver service design

Context

innovation & business teams

Product-scale service exploration

User research & service prototyping

Pain points

Physical product-centric experience

vehicle interaction inherited from historical uses

Opportunities

Create new service touchpoints

Enhance the driver experience

reduce the usual points of friction

Solution

User interviews & journey mapping

Connected service concept

Narrative prototype in motion design

Impact

Stakeholder adoption

Acculturation to service design

short-term actionable service touchpoints

project features

project features

Anticipating the evolution of
usages
Anticipating the evolution of
usages
Anticipating the evolution of
usages

In a context where the diversification of services is becoming a strategic challenge for the industry, I contributed as part of a team to exploring new opportunities for tangible services.

In a context where the diversification of services is becoming a strategic challenge for the industry, I contributed as part of a team to exploring new opportunities for tangible services.

In a context where the diversification of services is becoming a strategic challenge for the industry, I contributed as part of a team to exploring new opportunities for tangible services.

Analyze real usages
Analyze real usages

User interviews conducted with fleet managers and drivers provided a better understanding of daily habits and existing pain points.
The formalization of user journeys helped identify the moments when a complementary service could bring real practical value.

User interviews conducted with fleet managers and drivers provided a better understanding of daily habits and existing pain points.
The formalization of user journeys helped identify the moments when a complementary service could bring real practical value.

existing touchpoint rethinking
existing touchpoint rethinking

The analysis highlighted the ignition key as an aging element in the overall experience.
This finding served as a starting point to explore new interactions between physical product and digital service, with a more seamless and connected approach.

The analysis highlighted the ignition key as an aging element in the overall experience. This finding served as a starting point to explore new interactions between physical products and digital services, using a more seamless and connected approach.

The analysis highlighted the ignition key as an aging element in the overall experience.
This finding served as a starting point to explore new interactions between physical product and digital service, with a more seamless and connected approach.

Bringing the vision to life
Bringing the vision to life

Design of a narrative motion design prototype simulating the experience in a real-use context. This asset helped transform exploratory thinking into a tangible scenario, facilitating alignment among design, business, and innovation teams around a shared vision for the future service.

Design of a narrative motion design prototype simulating the experience in a real-use context. This asset helped transform exploratory thinking into a tangible scenario, facilitating alignment among design, business, and innovation teams around a shared vision for the future service.

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