Ford owners were delaying vehicle service due to long wait times and the inconvenience of traditional dealerships, with 68% of them turning elsewhere for service. For Ford this became an opportunity to rethink a 100-year-old service model. So we helped them create Ford Mobile Service and Pickup & Delivery, remote services that bring the dealership service directly to the customer. 

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The work that was created was the intersection of brand and customer experience, combining research, strategy, technology, creative, and service design across both physical and digital touch points. Over the years, I contributed across creative and research, supporting pilot rollout communications and testing with a small number of dealerships, and later helping scale the program through national campaigns as it expanded to help ensure the experience and messaging worked seamlessly together.

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The work and services didn't only help recover lost service revenue, it modernized the brand experience, removed friction for customers, and redefined convenience for Ford owners.