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Case Study: Jaguar Land Rover

A major luxury automotive brand gets a hand with its customer service
A household name in the luxury automotive industry looking to streamline and modernize its service center operations.
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INDUSTRY

Automotive

COMPANY SIZE

Large

HEADQUARTERS

United Kingdom

Background

Jaguar Land Rover, renowned for its luxury vehicles and commitment to customer satisfaction, sought a solution to streamline and modernize its service center operations. Recognizing the importance of efficiency and convenience, the company — partnered with Mago, a technology solutions provider — decided to implement a fully automated Key-Locker system for contactless key drop-off and retrieval.

To bring this vision to life, IronPlane and Snowdog were entrusted with designing an intuitive and user-friendly interface that would ensure seamless operation for a diverse range of users. Our role was to create a modern UX/UI that enabled customers to deposit keys, select services, or report issues — all without requiring direct interaction with service staff.

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Objectives
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Enhance customer service efficiency through automation and ease of access.
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Ensure availability and convenience for Key-Locker system.
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Provide an intuitive user experience that caters to all users.

Challenges
Accessibility Essentials
User Accessibility and Inclusivity
The device needed to be easily navigable for a broad user base, including those unfamiliar with digital interfaces. Font sizes, color contrast, and iconography had to be optimized for clarity and ease of use.
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Outdoor Functionality
Since the device was placed outdoors, the UI had to remain highly legible under various lighting conditions while also aligning with Jaguar Land Rover’s premium visual identity.
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Process Optimization
The interface had to be streamlined to minimize steps and reduce friction, ensuring users could deposit or retrieve keys swiftly and efficiently.

Solutions

We developed a sophisticated yet user-friendly UX/UI that seamlessly integrated into Jaguar Land Rover's service process. Our solutions included:

  1. Automated Key Storage: A touchscreen-based interface that allows customers to securely drop off and collect keys with minimal effort.
  2. Problem Reporting Feature: The system enables users to report vehicle issues directly through the interface, ensuring seamless communication with the service center.
  3. Support for Towing Companies: The Key-Locker is designed to accommodate towing services, allowing them to leave keys securely without disrupting normal operations.
  4. Brand Consistency and Accessibility: The interface was meticulously crafted to align with Jaguar Land Rover’s aesthetic, ensuring brand consistency while maintaining high accessibility standards.
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Outcomes
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Increased Efficiency
The fully automated process reduced service wait times and streamlined key exchanges.
 
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Easy Customer Access
By placing the Key-Locker outdoors, customers gained round-the-clock access to key drop-off and retrieval.
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Enhanced User Experience
The intuitive interface minimized errors and frustration, ensuring a smooth interaction for all users. 
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Expanded Functionality
The ability to report issues and accommodate towing services made the solution more versatile and valuable.

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