Workstream
Vision & Experience
Define the target after-sales experience, service principles, journey priorities, and brand-aligned experience ambitions.
Why this matters
Technology transformation without a clear experience vision risks optimising for systems rather than outcomes. The north star defines what the architecture must enable.
What decisions it informs
Customer-facing domain architecture, channel strategy, dealer experience requirements, and the prioritisation of capability gaps.
What remains to be validated
Service principles not yet defined. Journey friction assessment requires dealer and customer research inputs.
Stream Scope
This stream covers the end-to-end after-sales experience from the customer and dealer perspective. It defines what the transformation should achieve for the people who use the systems — not the systems themselves. Outputs feed into Architecture domain definitions and Business Process workflow design.
Service Experience North Star
Articulate the target after-sales service experience — what 'good' looks like for customers, dealers, and internal stakeholders across all touchpoints.
Journey Friction Assessment
Map current journey pain points across booking, diagnosis, repair, billing, and follow-up. Prioritise by severity and frequency.
Persona & Role View
Define the primary personas interacting with after-sales services — end customers, dealer service advisors, warranty administrators, and parts managers.
Experience Design Principles
Establish the design principles that will guide all customer-facing and dealer-facing experience decisions through the transformation.
Service Blueprint Summary
High-level service blueprint mapping frontstage interactions, backstage processes, and supporting systems for the target experience.
What service principles should differentiate the after-sales experience from competitors?
How do customer expectations differ between premium and volume segments — and does the architecture need to support both?
Which journey friction points are caused by system constraints vs. process design vs. policy choices?
Should the experience vision account for emerging channels (conversational AI, proactive service alerts) or focus on fixing current channels first?
Service experience principles inform customer-facing domain architecture and channel strategy.
Journey friction assessment identifies where process redesign is needed vs. system replacement.
Experience ambitions inform change readiness assessment and dealer adoption planning.
This stream is being stood up. Deliverables are in planning. Stream kickoff scheduled for 21 March 2026. Experience Lead onboarded and initial scope agreed with programme sponsor.