Jaguar Land Rover | IronPlane

INDUSTRY

Automotive

COMPANY SIZE

Large

HEADQUARTERS

United Kingdom

Jaguar Land Rover, renowned for its luxury vehicles and commitment to customer satisfaction, sought a solution to streamline and modernize its service center operations. Recognizing the importance of efficiency and convenience, the company — partnered with Mago, a technology solutions provider — decided to implement a fully automated Key-Locker system for contactless key drop-off and retrieval.

To bring this vision to life, IronPlane and Snowdog were entrusted with designing an intuitive and user-friendly interface that would ensure seamless operation for a diverse range of users. Our role was to create a modern UX/UI that enabled customers to deposit keys, select services, or report issues — all without requiring direct interaction with service staff.

The Objectives

Jaguar Land Rover, through Mago, had three primary goals:

Enhance Customer Service Efficiency — Automate the key drop-off and pickup process, reducing wait times and eliminating the need for staff assistance.
Ensure Availability and Convenience — Deploy the Key-Locker outdoors, enabling nearly 24/7 service access.
Provide an Intuitive User Experience — Design an accessible interface that caters to all users, regardless of age or technological proficiency.

The Challenges

While developing the Key-Locker interface, we encountered several key challenges:

User Accessibility and Inclusivity — The device needed to be easily navigable for a broad user base, including those unfamiliar with digital interfaces. Font sizes, color contrast, and iconography had to be optimized for clarity and ease of use.
Outdoor Functionality — Since the device was placed outdoors, the UI had to remain highly legible under various lighting conditions while also aligning with Jaguar Land Rover’s premium visual identity.
Process Optimization — The interface had to be streamlined to minimize steps and reduce friction, ensuring users could deposit or retrieve keys swiftly and efficiently.

The Solutions

We developed a sophisticated yet user-friendly UX/UI that seamlessly integrated into Jaguar Land Rover's service process. Our solutions included:

Automated Key Storage — A touchscreen-based interface that allows customers to securely drop off and collect keys with minimal effort.
Problem Reporting Feature — The system enables users to report vehicle issues directly through the interface, ensuring seamless communication with the service center.
Support for Towing Companies — The Key-Locker is designed to accommodate towing services, allowing them to leave keys securely without disrupting normal operations.
Brand Consistency and Accessibility — The interface was meticulously crafted to align with Jaguar Land Rover’s aesthetic, ensuring brand consistency while maintaining high accessibility standards.

The Results

The Key-Locker system successfully transformed Jaguar Land Rover’s service experience, delivering several key benefits:

Increased Efficiency — The fully automated process reduced service wait times and streamlined key exchanges.
Easy Customer Access — By placing the Key-Locker outdoors, customers gained round-the-clock access to key drop-off and retrieval.
Enhanced User Experience — The intuitive interface minimized errors and frustration, ensuring a smooth interaction for all users.
Expanded Functionality — The ability to report issues and accommodate towing services made the solution more versatile and valuable.

By combining cutting-edge automation with a thoughtfully designed user interface, we helped Jaguar Land Rover elevate its service center operations, reinforcing the brand’s reputation for innovation and customer-first solutions.