Ford Service Reservation+
Not every dealership runs the same, so why should their software
Client: Ford - Case study Role: Product Designer Agency: VML
Reducing friction at every step meant making hard prioritization calls and keeping only what dealers truly needed at each moment. A quick scheduler was introduced to let coordinators book on the spot without losing their place in a busy day, resulting in a 66% reduction in clicks and a streamlined reservation flow that never requires leaving the platform.
For the first time, dealers had a structured way to configure their mobile service operations from the ground up. Defining service areas, setting operational hours for technicians and vehicles, assigning fleets to coverage zones, and enabling online scheduling. Built as a one-time onboarding flow with the flexibility to evolve as operations grew, the setup gave dealers immediate clarity on what FSR+ could do and how it fit their world.
Reservation details, including customer information, vehicle data, and services were carried persistently across the product, giving dealers glimpses into what was happening with a reservation at every step in their process. This reduced unnecessary back and forth, keeping coordinators oriented within their workflow, and reinforced a single, reliable source of truth throughout each interaction.
