Digitising service advisory
operations at Tata Motors
Service Advisor's workflows
CONTEXT
Tata Motors service centers handle a high volume of vehicles every day across routine servicing, diagnostics, repairs, and software updates. Service Advisors are the primary touchpoint between customers and the service center, responsible for capturing service requests, coordinating with technicians and floor managers, and keeping customers informed throughout the service lifecycle.
Despite the scale and complexity of operations, most service centers still rely on paper-based job cards and manual coordination, leading to inefficiencies, delays, and lack of real-time visibility across teams.
PROBLEM STATEMENT
How might we enable Tata Motors Service Advisors to manage vehicle servicing more efficiently by digitising job card creation, service tracking, and cross-team coordination—while improving transparency for customers and backend teams?
MY ROLE
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Discovery and understanding on-ground service center workflows
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Defined Service Advisor user journeys and key operational touchpoints
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Designed end-to-end workflows for job card creation and service tracking
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Collaborated with engineering to align design with real-world constraints
TIMELINE
3 months (concept to handoff)
THE TEAM
1 UX Designer (me)
1 Lead Designer (for guidance)
1 Design Manager
Team of Engg
Previous Journey of the Service Advisor
This journey map captures the current end-to-end workflow of a Tata Motors service center, detailing how Service Advisors, floor managers, technicians, and support teams collaborate today.
It surfaces operational dependencies, handoffs, and gaps in the paper-based process that informed the design of a unified digital system.
This visual maps the ideal future-state journey of a Tata Motors service center, from vehicle intake to delivery and feedback. It shows how a digitised, connected workflow replaces manual processes and improves coordination across advisors, technicians, and customers.
Service Centre Reimagined Ideal Future State Journey
OUTCOME
Designed a tablet and mobile-based digital workflow that replaces paper job cards and enables Service Advisors to manage the entire service lifecycle, from vehicle entry to service completion.
The solution provided:
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Faster and structured job card creation
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Real-time service status tracking
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Seamless coordination with technicians and floor managers
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Timely customer communication and OTP-based consent
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A single source of truth for all service-related activities
This significantly improved operational visibility, reduced dependency on manual processes, and enhanced the overall service experience.
This workflow map outlines the end-to-end responsibilities of a Service Advisor, from receiving service requests and creating job cards to updates, invoicing, and closure.
It reflects how we structured and digitised the Service Advisor’s daily tasks into clear, connected flows to replace fragmented manual processes.
🔐 Protected Case Study
This project is confidential.
Please get in touch with yashvimodh27@gmail.com for access.
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