Volvo Bus - Digital Services for Maintenance & Reporting

Turning workshop challenges into opportunities for smarter, more proactive maintenance.

The Challenge

Volvo Bus wanted to explore opportunities for new innovative services within predictive and preventive maintenance, with the goal of better supporting customers in their own workshops. The challenge was to understand the everyday needs, challenges, and opportunities of workshop staff and translate those insights into viable new service concepts.

The Solution & UX Approach

Over a 12-week project, my team and I combined quantitative and qualitative research to build a deeper understanding of our customers. We conducted surveys, interviews, and on-site visits to uncover needs and pain points across the maintenance experience.

Using design sprints, we turned these insights into and iterated on new service concepts. We mapped the customer experience through detailed customer journeys and service blueprints, connecting frontstage interactions with the processes and capabilities needed to support them.

The Impact & Execution

The project resulted in a set of user-centered service concepts that identified new opportunities within predictive and preventive maintenance. Each concept was grounded in customer research and tailored to the specific needs of workshop environments, providing Volvo Bus with a clearer direction for developing future digital maintenance services.

Project length: 12 weeks