Ford Motor Company
Connecting EV customers
Running a small business can take up a lot of time. Sometimes maintaining one or more vehicles can seem like something people just don't have time for. FordPass Pro offers customers a way to maximise vehicle uptime by keeping them connected to the status of their vehicle at all times, by managing servicing schedules and other regular maintenance and by alerting them of any threats to the security of their vehicle. Think of FordPass Pro as your new business partner.
What was discovered
The team and I set up moderated interviews and card sorting with participants who matched the target audience personas, these were small business owners who had between 1 and 5 vehicles they used or shared with colleagues for work. We visualised the findings as a service blueprint with illustrations to present back to the team. We discovered that vehicle owners were incredibly concerned with the security of the vehicle, stating that the contents can often be more valuable to them than the vehicle itself. Drivers wanted up-to-date information about the health of their vehicles and were happy to share this information with their colleagues. As a bonus some of the participants gave us some pretty good ideas for new features too!
What was designed
Once we were happy with the findings and the project definition we sketched ideas for the flow, features and layouts. Using these we created prototypes using Figma which we tested online using the remote platform usertesting.com to validate our designs. I set up a brand new workflow using Sketch and InVision and introduced a new design system to the team with DSM at the centre as a single source of truth for the project. Not only did this speed up production but consistency was improved hugely and developer hand-off was much simpler as devs could access design documentation straight from Inspect. New features are being added all the time and this slick workflow helps us stay focused on customer problems and deploy designs faster.
What problem this solved
Small business owners and drivers alike can access detailed information about the status of their vehicles. Notifications and alerts help keep their vehicles running smoothly and avoid costly downtime due to unscheduled servicing and repair. Range anxiety is alleviated, especially for EV drivers with detailed information about fuel and range with more EV features coming soon. Security features help reassure vehicle owners that their vehicle and its contents are safe and not under threat.
What impact this had
FordPass Pro is now live in 21 markets across Europe. The biggest take-up is in the UK, Germany and Italy where commercial vehicle sales are high.
The App has 200K unique users and the numbers are growing fast. The App tracked over 26.5 million events in 2021 and monthly sessions went up 160%
FordPass Pro reviews have gone up on both iOS App Store to 4.6 and 4.3 on Google Play Store scoring much higher than other competitor companion Apps.