Falck Holomotive
Exploring the potential implementation of Hololens 2 technology in Falck customer service operations. Falck A/S is a Danish organization with activities in most areas of Europe. Falck is the market leader in roadside assistance in the Nordics and a partner of the European roadside assistance alliance ERA. Their customers are private car owners as well as insurance and car companies.
Client: Falck
Timeline:
June 2020 - July 2020
Other team members:
Design lead: Magne Ekerum, Sopra Steria
Mixed reality designer: Jelmer Verhoog, Sopra Steria
Designer: Tone Walseng, Sopra Steria
Understanding Falck road assistance service
Falck's road assistance service is one of the core offerings in the Nordic region, where they are market leaders in providing support to car owners, insurance companies, and automotive partners. As part of this project, we aimed to gain a comprehensive understanding of Falck's service ecosystem, including how roadside assistance is delivered to customers in real-world scenarios.
From the initial contact when a vehicle breaks down, to the dispatch of technicians, and the coordination with insurance providers, Falck’s service operates seamlessly to ensure swift and effective assistance.
Understanding Hololens 2 technology & its capabilities
In the Falck Holomotive project, gaining a deep understanding of Hololens 2 technology and its capabilities was essential for exploring its potential application in roadside assistance. Our team focused on how Hololens 2 could be integrated into Falck’s services, particularly in enhancing technician support through mixed reality.
Defining four(4) Scenarios
Based on the insights we got from the user as well as a better understanding of the customer services, we decided to define four(4) scenarios where Hololens technology can be implemented within the services. Our mandate here is to map out and contextualize these future scenarios where Hololens technology plays an active role in that!
Salvage of large vehicles
In this scenario, the car salvager uses HoloLens 2 to handle the process the rescue process with the help of an expert via Remote Assist. Other stakeholders as the various insurance companies also able to participate without traveling to the site of the accident.
Training
In the scenario, the car salvager uses HoloLens 2 to
train in new situations, learn new car models, take
courses, complete exams, and participate in real car salvage.
In addition, car salvagers will have access to video and photo material for learning through Hololens and be able to practice procedures while using it.
1st scenario
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Background
Falck A/S is a Danish organization with activities in most areas of Europe and representation on five continents. It has four business areas: healthcare, assistance, safety services, and emergency assistance. road assistance is one of their main services in Norway.
Our focus in this project was to focus on the road assistance area to see if we can explore some potential room for implementing Hololens technology within their services.
Field research
Before getting deep into details, we as service designers are always interested in getting a clear view of the bigger picture and the ecosystem in which the services are provided earlier in the process.
Dynamic 365 Remote Assist
Before getting deep into details, we as service designers are always interested in getting a clear view of the bigger picture and the ecosystem in which the services are provided earlier in the process.
As a result, here we mapped out the ecosystem the Living Lab is built on in order to use it further in the project.
Repair on the spot
In the Repair on the spot scenario, the car repairer uses HoloLens 2 and Remote Assist to diagnose and repair the car with expert help on-site.
Assessment of damage on site
In this scenario, the car salvager uses HoloLens 2 to assess the damage to the vehicle on site together with an expert via Remote Assist. The insurance company gets the photos and documentation from the technician on site.
The car stopped working
The user contacts Falck's assistance center to ask for help!
The assistant at the call center gets the information on the car and regarding what happened. then the assistant evaluates the situation and decides what type of help the user needs.
The technician from Falck arrives
The technician makes a call using remote Assist technology in Hololens to get advice from an expert regarding the situation!
"Repair on the spot" future-state user journey
The technician fixes the car, and the customer is happy to move on!
The technician document directly through Hololens for different usage and stakeholders.
The user contacts Falck's assistance center through the Falck app and registers the case there.
The car is in the workshop now. The technician makes a call using remote Assist technology in Hololens to get advice from an expert.
The technician document directly through Hololens for different usage and stakeholders.
User testing
Car service with Hololens
The technician discusses with the expert through Hololens!
The technician connects the Hololens and calls an expert on the field through Remote assist!
