Shanghai Auto
TRUST - THE OIL OF LIFE
How Service Transparency Improves Customer Trust
THE CHALLENGE
A well-established auto service brand in Shanghai sought to revolutionize its customer experience and boost customer retention. They partnered with frog design for a comprehensive analysis of customer pain points throughout the full customer service journey. Leveraging the expertise of both the Shanghai and Austin, TX studios, frog conducted in-depth research and crafted a detailed service blueprint and customer journey. The result was a transformative kit-of-parts that reimagined the in-store experience, setting a new standard for innovation and customer engagement.
How to Gain Trust + Increase Customer Retention Through Space
DESIGN HYPOTHESIS
Space Is an Active Participant in Provocation and Support of Behavior
The physical space is no longer a passive backdrop—it is an active agent in shaping customer behavior and trust. Through the development of a strategic kit of parts, the space is designed to provoke curiosity, invite interaction, and support transparency at every step. These modular elements, including storefront design, service process displays, and transparent workspaces, create a seamless flow of engagement from entry to service completion, ensuring that customers feel informed, valued, and connected throughout their experience. By dissolving physical barriers, offering educational touchpoints, and celebrating the service network, we turn the space into a dynamic tool that fosters trust, encourages return visits, and sustains long-term loyalty.
Each element of the kit is adaptable and can be tailored to the specific spatial needs of individual locations, ensuring compliance with regulations while creating a consistent and innovative customer experience.
RESEARCH INSIGHTS
DEEP DIVE RESEARCH + SYNTHESIS
One approach that worked well on this project was conducting comprehensive customer journey research across two global studios. By synthesizing insights from both the Shanghai and Austin teams, we uncovered key pain points and opportunities, which directly informed the innovative service blueprint.
MODULAR DESIGN INNOVATION
Developing a flexible "kit of parts" allowed us to tailor the customer experience to specific store environments. This adaptable solution empowered the brand to maintain consistency while fostering innovation, ensuring that each store could meet local needs without sacrificing the integrity of the overall design.
SPACE AS A BEHAVIOR-SHAPING TOOL
By reimagining the physical environment as an active participant, we transformed the space into a driver of customer trust. This innovative approach to spatial design not only enhanced transparency but also provoked positive customer behaviors, setting a new standard for service experiences.
