The Problem

ServiceKing’s CSR app, Overdrive, was in need of updates to improve efficiency, user experience, usability, and aesthetics. It also needed a brand and UI update following a recent merger with Crash Champions. ServiceKing also desired to give their CSRs (customer service representatives) a better, more efficient system that allowed them to render better service to customers faster. The primary objectives of the engagement were to reduce call time, improve customer satisfaction, reduce scheduling errors, ensure CSRs have access to the tools and data they need, and align with new brand guidelines.

Our Approach

ServiceKing’s internal team had already begun with some good data regarding what needed to be addressed. Precocity leveraged that research data and augmented it with additional research efforts regarding usability and efficiency to launch the redesign effort. We coupled this data with heuristic analyses and additional user studies to capture baseline performance metrics, understand the current state of the app and its pain points, and focus redesign efforts on the areas needing the most improvement.

We identified target screens/flows and redesigned them as low and high-fidelity interactive prototypes that functioned like a real app, including text entry, saving selections from menus, triggering events, and more. Using this semi-functional prototype we tested the new designs and flows against existing benchmarks to discover where our efforts had helped improve things, and where additional work was needed.

We then worked with ServiceKing managers and executives to redesign and improve features and functionality for the administrative portion of the platform making it easier to manage and maintain the hundreds of shops across the US and proactively plan for and react to events in real-time to prevent shops from getting overwhelmed during events like hail storms and floods.

The Results

The new designs reduced CSR call time by 50%, effectively doubling the size of their call center. It also removed all chances of CSRs incorrectly assigning the wrong vehicles to incompatible service centers, as well as improving the accuracy and efficiency of their notes while reducing the effort to make them. The new app also gave CSRs improved mapping and directional guides for their customers. It was more efficient, user-friendly, and aesthetically pleasing, resulting in better adherence to the new brand.