Work / BetterMotor —
Work / BetterMotor —
Put car owners in the drivers seat of vehicle maintaince and ownership.
Better Motor wanted to expand beyond its vehicle service contract into a flexible, multi-product platform. But the customer experience was confusing even for their single existing offering.
Over 6 months, we conducted extensive research to completely reimagine the business model, product portfolio, and user experience.
Project Timeframe
6 month engagement
Key Deliverables
Human-centered strategic vision
Research reports and synthesis
Future experience prototyping
Product and partnership recommendations
Core Insight
The traditional transactional model has led to distrust between providers and users. There is an opportunity to optimize the stakeholder network and redefine engagement around relationships rather than transactions.
Put car owners in the drivers seat of vehicle maintaince and ownership.
Better Motor wanted to expand beyond its vehicle service contract into a flexible, multi-product platform. But the customer experience was confusing even for their single existing offering.
Over 6 months, we conducted extensive research to completely reimagine the business model, product portfolio, and user experience.
Project Timeframe
6 month engagement
Key Deliverables
Human-centered strategic vision
Research reports and synthesis
Future experience prototyping
Product and partnership recommendations
Core Insight
The traditional transactional model has led to distrust between providers and users. There is an opportunity to optimize the stakeholder network and redefine engagement around relationships rather than transactions.
Research Approach —
Our multifaceted research initiative combined immersive user studies, UX audits, product roadmapping, market landscape analysis, and workshops with leadership. This cross-functional perspective uncovered pain points with the status quo and identified opportunities to simplify the vehicle maintainence journey.
2/2 Key Insight—
Caregivers and Therapists Are Key Influencers
Caregivers and therapists emerged as critical decision-makers in the walker selection process. This enabled a new approach of partnering directly with these groups instead of traditional institutional channels. By becoming trusted advisors to caregivers and therapists, there was an opportunity to truly understand user needs and match individuals with the right devices.
1/2 Key Insight—
Innovation Stalled, Limiting Those Eager to Move
Medical device organizations didn't need to innovate thanks to entrenched relationships with institutions focused on cost and liability. They churned out commodities indifferent to effectiveness. Surprisingly, traditional walkers cause many injuries - yet the standard walker is status quo. Those determined to move forward found their aspirations for mobility and autonomy artificially restricted.
Fragmented products, services and experiences reinforced distrust and skepticism rooted in past negative experiences. There was a need to realign around consumer goals.
Fragmented products, services and experiences reinforced distrust and skepticism rooted in past negative experiences. There was a need to realign around consumer goals.
Customers felt overwhelmed navigating opaque maintenance recommendations on their own. They desired a trusted advisor to guide decisions and take action.
Customers felt overwhelmed navigating opaque maintenance recommendations on their own. They desired a trusted advisor to guide decisions and take action.
Strategic Vision —
We outlined an integrated human-centered platform focused on relationships over transactions. The vision provided personalized insights, relevant recommendations, and rewards to rebuild trust through transparency and guidance.
This represented a radical departure from the status quo of volume sales and aftermarket revenue. But we demonstrated the opportunity to compete on evolving consumer expectations.
Strategic Vision —
We outlined an integrated human-centered platform focused on relationships over transactions.
The vision provided personalized insights, relevant recommendations, and rewards to rebuild trust through transparency and guidance.
This represented a radical departure from the status quo of volume sales and aftermarket revenue. But we demonstrated the opportunity to compete on evolving consumer expectations.
Strategic Vision —
Our human-centered approach inspired a member-based monthly service that simplified and transformed drivers relationships with their car.
First, we recommended an on-demand monthly product subscriptions to validate the concept with target segments and gather feedback.
Next, we outlined partnerships to accelerate development of maintenance reminders, and other smart features.
The recommendations focused on gradually evolving Better Motor's offerings to meet people's changing mobility needs rather than expecting customers to adapt to today's limited options.
First, we recommended an on-demand monthly product subscriptions to validate the concept with target segments and gather feedback.
Next, we outlined partnerships to accelerate development of maintenance reminders, and other smart features.
The recommendations focused on gradually evolving Better Motor's offerings to meet people's changing mobility needs rather than expecting customers to adapt to today's limited options.
Strategic Recommendations —
Our human-centered approach inspired a member-based monthly service that simplified and transformed drivers relationships with their car.
Strategic Recommendations —
Our human-centered approach inspired a member-based monthly service that simplified and transformed drivers relationships with their car.
First, we recommended an on-demand monthly product subscriptions to validate the concept with target segments and gather feedback.
Next, we outlined partnerships to accelerate development of maintenance reminders, and other smart features.
On-demand monthly product subscriptions to validate the concept with target segments and gather feedback.
Outlined partnerships to accelerate development of maintenance reminders, and other smart features.
Throughout, we advised integrating rewards programs and community engagement to continue strengthening relationships with members.
The recommendations focused on gradually evolving Better Motor's offerings to meet people's changing mobility needs rather than expecting customers to adapt to today's limited options.
The recommendations focused on gradually evolving Better Motor's offerings to meet people's changing mobility needs rather than expecting customers to adapt to today's limited options.
Impacts—
Bringing the Future Vision to Life
With the major industry trade show on the horizon, we rapidly prototyped the human-centered vision into an experience partners could interact with.
Accelerating Alignment and Momentum
In just 48 hours, we transformed strategic insights into a tangible prototype solution for the trade show. This demonstration of the vision in action galvanized partners around Better Motor's differentiated position.
Reinforcing the Member-Centric Strategy
The prototype enabled partners to interact first-hand with the future vision. This reinforced Better Motor's role as an innovator committed to putting member needs first in the evolving automotive landscape.
Redefining mobility devices by putting users first
Traditional mobility devices often fall short in meeting core user needs around stability, control, and maneuverability.
Over the course of three months, we collaborated with Nuvio to develop a 5-year strategy roadmap to help shape their product and service ecosystem.
Project Timeframe
3 month project to develop 5 year strategy roadmap
Key Deliverables
5-year strategy roadmap
Purpose statement and value proposition
Business model evolution across 3 horizons
Design
Commoditized mobility devices overlooked core human needs. Nuvio is changing that by putting people first.
Redefining mobility devices by putting users first
Traditional mobility devices often fall short in meeting core user needs around stability, control, and maneuverability.
Over the course of three months, we collaborated with Nuvio to develop a 5-year strategy roadmap to help shape their product and service ecosystem.
Project Timeframe
3 month project to develop 5 year strategy roadmap
Key Deliverables
5-year strategy roadmap
Purpose statement and value proposition
Business model evolution across 3 horizons
Design
Commoditized mobility devices overlooked core human needs. Nuvio is changing that by putting people first.
Questions? Shoot us a message.
Heythere@wayfind.studio
Questions? Shoot us a message.
Heythere@wayfind.studio
Impacts—
Bringing the Future Vision to Life
With the major industry trade show on the horizon, we rapidly prototyped the human-centered vision into an experience partners could interact with.
Accelerating Alignment and Momentum
In just 48 hours, we transformed strategic insights into a tangible prototype solution for the trade show. This demonstration of the vision in action galvanized partners around Better Motor's differentiated position.
Reinforcing the Member-Centric Strategy
The prototype enabled partners to interact first-hand with the future vision. This reinforced Better Motor's role as an innovator committed to putting member needs first in the evolving automotive landscape.
