Exploring future directions of digital services for MDTs customers
Volvo
Project Brief -
“Mack Trucks is an American heritage brand well known for highway, refuse, vocational trucks, and recently expanded their product line into medium-duty trucks. This presented Mack’s strategy and connected services teams with a challenge: What are the unique needs of medium-duty customers, if any?”
🔒 For more details, please contact me.
Duration -
October, 2023 - November, 2023
My Role -
UX Researcher, Service Designer
Result & Impact
Identified future directions of digital services for Medium-Duty Trucks customers and helped Mack Truck increase its digital service sales by 10%.
Problem Statement
Medium-duty is a relatively new market segment for Mack Trucks and there are knowledge gaps in how customers in this segment operate. Today, Mack's connectivity services and delivery channels are optimized for Class 8 truck customers. Exploration into the medium-duty space is needed to develop a customer pulse for digital services Mack should offer to these customers.
Process & Solution & My Contribution
We recruited 12 small business owners who are Mack Medium Duty Truck customers across North America, to learn what types of digital services to offer medium-duty customers, better understand their ecosystem, key players and discover how we should deliver future digital services.
At the end of the project, we identified and outlined the future directions of digital services for Medium-Duty Trucks customers.
My role involved reviewing interview videos and transcripts, performing a rapid research analysis to provide an executive summary of customer insights and recommendations, preparing an initial draft of the final research report, and presenting key findings to senior management.
Takeaways
The project was dynamic and fast-paced, spanning five weeks. During this time, I developed the ability to swiftly adapt to new environments and effectively collaborate with team members. Additionally, the experience provided me with the opportunity to align my academic knowledge with workplace demands and transition from established mindsets to new, adaptive ways of thinking.