Qoros Service Experience
As a new car company, without the constraints of a traditional business model, Qoros were establishing a dynamic organisation from the ground up.
We were tasked with defining the customer experience vision and delivering a range of concepts, touchpoint design, guidelines and specifications that define the end to end service experience and inform how Qoros could deliver against it.
Led a team of 5 people conducting research in Shanghai and working closely with the Qoros team to produce the service vision and principles.
Designed an overview of all the service components required to deliver the vision and prototyped various digital touchpoint and staff service behaviours.
Key building blocks, such as staff behaviour guidelines, are described in detail. Indicative customer journeys are explored through illustrated storyboards and detailed key sample scenarios.