Volvo

Workshop facilitation and Service Design

I aim to integrate design more deeply into how we work at an organizational level. At Volvo, I contributed to a strategic initiative aimed at transforming how car dealerships approach customer experience while also providing insights into emerging trends in the car market.

This project consisted of two key components:

1. Understanding Market Transitions: Volvo sought insights into evolving trends such as the rise of Chinese car manufacturers and the shift toward car subscription models. I conducted in-depth desk and market research, synthesizing findings into an inspirational presentation and strategic recommendations for the management team (MT).

2. Bringing a CX Mindset to Dealerships: To align car dealers with a more customer-centered approach, I designed and facilitated an interactive workshop. This enabled dealers to empathize with customers, identify key friction points, and develop a holistic understanding of the buying experience. I was involved in and led every stage of the workshop process, from concept to execution.

Through this project, I helped Volvo explore the future of car sales, whether through subscription-based models or by guiding dealerships in adopting a customer-first mindset. I’d be happy to share more insights in a conversation.