Engine creating whole customer experience strategy for Qoros

Engine Service Design is delighted to be working with Qoros, a new automobile company based in China and founded in 2007.

We have been working with Qoros for the last eighteen months developing their whole customer service proposition, including customer journeys and key experiences around the purchase and ownership of their new vehicles.

This is an incredibly exciting project – where a car manufacturer has the opportunity to build-in an end-to-end customer experience journey from the beginning, without having to work around any existing legacy or company history.

For Qoros, this enabled Engine to support them to develop their customer experience strategy in tandem with the design of dealerships and environments, each informing the other for the best possible services and experiences for customers.  

To create and bring the service experience to life, Engine has conducted detailed contextual research to draw out key cultural differences, opportunities and expectations of services in the Chinese market. These insights support the design of the customer experience across all touchpoints and inform the roles of frontline staff.

We were in Shanghai in early 2013 to test the customer journey through a large-scale dealership prototype, with a range of customer types and key staff support roles.

Qoros made their debut at the Geneva Motor Show in March 2013, with their domestic release at the Shanghai Motor Show in April. Engine continues to work with Qoros, ensuring exceptional customer experiences in this exciting industry – watch this space to find out more!

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