Mercedes-Benz China · Multi-channel service
A roadside request happens when the driver may be shocked, angry, or unsure what to do next. I treated every repeated question and hidden handoff as extra work the service was asking that person to carry.
Delivered
The final design states are documented.
Modeled
The reduction describes the designed path, not a measured production journey.
Not verified
No adoption, completion-rate, or response-time result is claimed.
Business context and constraints
The assignment was to migrate roadside assistance into a new website without redesigning the whole service. The work had to reuse existing components, support owners with multiple vehicles, and remain coherent with the hotline, WeChat, mobile app, and in-car assistance button within a two-week schedule.
The problem
The service spanned web, hotline, WeChat, mobile, and in-car channels. In the documented web journey, drivers still passed through eight steps before summary; the redesign shortened that modeled path and carried known account and vehicle information forward.
Design strategy
The designed path reused available vehicle and account information, reduced avoidable input, kept the hotline accessible, and clarified what would happen after submission.
Service blueprint
The visible request path depended on account context, vehicle records, channel continuity, an assistance operator, and a roadside provider. This blueprint makes those dependencies and escape paths explicit.
Reconstructed from preserved workflow diagrams, final screens, and project notes. It represents the designed service logic, not verified production architecture.
On smaller screens, each stage is stacked for easier reading.
Recovery and status
Post-submission states explained receipt, assignment, expected next action, and recovery options. Waiting and failure were treated as service states rather than blank space.
Validation boundary
Stakeholder interviews, review of the existing service flow, cross-market comparisons, iterative wireframes, and collaboration with a UI designer shaped the final desktop and mobile designs.
Outcome and limits
The delivered work included a five-step proposed journey, desktop and mobile screens, a visible hotline alternative, location entry, and requested, dispatched, and completed status states.
Takeaway
Simplifying the digital path mattered, but so did keeping phone help visible and explaining what would happen after submission. The service had to reduce decision overhead without trapping a distressed driver inside one channel.
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