TVS Ride Care
Industry
Automobile
Platform
Mobile
Geography
India
Timeline
3 Months
Enhancing Service Efficiency for Dealership Riders
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Brief
The TVS Rider App is a mobile application designed to transform the pick-up and drop-off experience for TVS customers. Our goal was to build a digital-first, rider-centric solution that brings efficiency, clarity, and trust to the service journey. The app enables riders to seamlessly access assigned service orders, navigate to customer locations, update job progress in real time, and maintain complete transparency throughout the process. By simplifying tasks, improving on-ground coordination, and ensuring timely communication, the TVS Rider App delivers a more reliable and reassuring service experience for both riders and customers.
Challenge
Before the introduction of the Rider App, the vehicle service pick-up and drop process was largely manual and inefficient. Riders received service details through phone calls or WhatsApp, navigation and status updates were disconnected, and the absence of real-time tracking often led to delays and customer dissatisfaction. Managers had limited visibility into rider activity, making coordination and oversight challenging. This created a clear need for a centralized digital solution that could seamlessly connect dealerships, riders, and customers to deliver a more transparent, reliable, and efficient service experience.
Discover
To understand the real on-ground challenges faced by TVS service riders and customers, we conducted detailed user research sessions at TVS dealerships. The goal was to learn how riders manage pickups, how customers track service status, and where the existing gaps were in the process.
Key Insights from the Users
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Riders needed a simple, quick interface with minimal steps.
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Customers wanted transparency and real-time updates.
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Service managers required better visibility of rider status.
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Navigation mistakes and address confusion were frequent.
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Proof of pickup/delivery was essential to avoid disputes.
These insights served as the foundation for addressing rider-specific needs and shaping a more efficient, intuitive, and engaging service experience across the Rider App.
Define
We created a detailed TVS rider persona, defined key user segments, and mapped their thoughts, feelings, and actions through empathy mapping. This gave us a clear, user-centered foundation that guided the app’s design direction.
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Ideate
We developed the Information Architecture (IA) and crafted detailed user flows to map out how riders would navigate key features seamlessly. We also created a storyboard and scenario to visualize real-life riding situations and demonstrate how the app supports users in those moments.
These outputs helped us refine the app’s structure, validate interactions, and ensure the experience aligned with users’ actual needs and behaviors.
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Design
We translated the wireframes into detailed screens aligned with the TVS Digi DMS branding, ensuring a clean and cohesive visual identity. The design language focused on clarity, friendliness, and trust, using bold headers, a clear hierarchy, minimal card layouts, and the signature TVS brand colors blue, white, and red to create an intuitive and visually consistent experience.
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Outcome
The TVS Rider App simplified the pickup and delivery process with a clear, intuitive flow built from real user insights. It improved rider efficiency, increased customer transparency, and strengthened overall service coordination—creating a faster, smoother, and more reliable experience for everyone involved.