Summary
Expanding into diverse European markets, AUTODOC PRO (phygital automotive aftersales service – digital b2b platform with in-person field support) faced a core challenge: how to scale quickly while adapting to radically different customer needs, digital behaviors, and cultural contexts—without local teams in place. Business stakeholders pushed for speed, but early attempts showed that a one-size-fits-all approach didn’t resonate. To solve this, I led the creation of a structured, repeatable market entry framework rooted in service design. Working with over 20 cross-functional teams—including business, product, UX, engineering, marketing, and market intelligence—we used JTBD journey mapping, Blue ocean strategy canvas and visual needs mapping to uncover what truly matters to customers in each market. This enabled fast, aligned, and customer-relevant go-to-market strategies, reducing time-to-market by 50% and embedding service design as a business enabler.
Upcoming events
Ask me anything – Authors of Service Design: From Insight to Implementation
Right horses for the right courses – how and when to democratize research
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