Shell carwash service strategy
Shell asked IDEO to design a distinctive customer experience
at a carwash test site in Switzerland.
In phase one, the design team conducted a user observation and technology
review. In phase two, the team recreated the customer experience, from signage
and driving into the forecourt, to paying and in-wash feedback.
The user is guided into the wash through pavement markings and with an LED
display, and to position the car without any physical barriers. Sensors prevent
the wash from starting if the car is not positioned correctly. Payment is
allowed just outside the wash. In-the-wash feedback is provided on LCD panels,
visible even through a wet window. During the wash, a dancing duck informs
and entertains passengers in the car.
The project enabled the team to provide customer experience and technology
recommendations for a full service car wash in Oman. : project manager in phase one, and experience designer and
advisor in the remaining phases. I participated in the research and created
customer experience scenarios.
