Learning Launch

Challenge

I am a member of a company focused on mobility and which operates in four areas, car  rental, franchising, fleet management for entrepreneurs and other companies and  vehicle sales. For employees above a certain position, we have the benefit of the  operational car. However, the experience was not positive, generating several calls  from the service team with doubts and complaints, burdening the sector for what  should be considered a benefit. The NPS of the experiment was close to 43% and we  decided to improve the process and use this indicator as a thermometer.

Selection

After mapping the “As Is” process, we convened a focus group with 13 participants,  recently benefited from the operational car and mapped their impressions, complaints  and expectations. We decided that with the answers obtained, we could deepen our  understanding of the employees involved in order to build a prototype of the redesign  of the journey to be tested in a focus group through the “learning launch” tool.

Application

We promote a show room with cases from the market and possibilities involving  applications of new technologies for the area. In the process, we had better  understanding of how our employees relate to the benefit and what their expectations  were in relation to the vehicle used as an operational car. We understood that, in  addition to a tool, the vehicle could also add value to the employees routine through  small changes, especially in embedded technology.

Finally, we decided to test a new model that was more similar to the new  characteristics emerging from the research process, valuing the cost x impact ratio.  Employees participating in what we call the “to be” journey were asked to answer the  NPS questionnaire, for them, and the rate obtained was 83%.

Insight

I was able to note that, by dealing with complex and often more subjective issues, the  design thinking tools allow us to approach challenges in an open and flexible way,  valuing experience as a fundamental marker of decision making. The journey matters

more than the destination, since each aspect considered is a potential trigger for  future adjustments.

Approach

Learning Launch is a tool that provides insight into how reality behaves in the face of  our projections. However, used the way we did to redesign the operational car  journey, with a single tested model, it is less effective than if used as a tool for testing  various models simultaneously. Because, even if the experience in analysis was a  success, there is no guarantee that we would not achieve better results with different  approaches. In the future, I intend to increase the range of possibilities to enrich the  process.

