Titiksha Dey
Product Manager

Pritika Tuteja
Associate Creative Director

Lalit Arya
User Experience Analyst

Anmol Loonia
Experience Design Senior Consultant

Menes Etingue Kum
Associate Partner

Chelsea Lyle
Strategic Design Senior Consultant

What was the ask?

Understanding the process by which customers choose a body shop to fix their car after an accident. How we can give them a positive experience when they search for repair facilities, and how we can use this point of contact to recommend a client-affiliated shop to the customer to help the client business generate revenue and to offer a streamlined experience for the insured.

How did we tackle this problem as a team?

To identify the aspects that influence a user's decision on a repair facility, we first conducted market and user research.
After that, moved on to competitive research to learn how other market participants are approaching this.
Customer journey mapping is then used to identify opportunities and gain insights into how to work on those areas.
After that, worked on the visual design and passing it along as a deliverable that can be shared.

How do customers select a body shop?

There are many factors that come into play when it comes time for a consumer to select a collision repair facility. 

1. Estimated pricing
2. Proximity to Location/ Curb Appeal
3. Reviews/Testimonials/Feedback
4. Reputation
5. Insurer referrals
6. Particular services offered
7. Certifications
8. Others – Security measures, timely deliveries, post repair warranties etc

How do they find the body shop they went to?

Most people don’t think about auto body repair until they need it. The data chart indicates the possible options
Nearly half (49%) of the customers we surveyed found their body shop via word of mouth. The key point here is that people don’t recommend a business unless they have a great experience with it. 
About one in five customers (21%) found their body shop through an internet search. 
18% of customers found their body shop through an insurance referral. Insurance companies only recommend shops they know and trust,

How many body shop do they consider or research before selecting one?

Selecting a body shop is an important decision, so one might think that people would consider several different shops before making a decision.
41% only considered two body shops before making a decision, while 31% only considered one. 23% considered three total shops. This reinforces the importance of getting in front of customers right away.
When someone only considers one body shop before making a decision, chances are they were recommended to the shop by a trusted friend or an insurer’s referral– another reason why shops need to focus on giving good customer experience.