Case Studies
Context
With demand for connected fleet solutions rising, MAN Truck & Bus (Volkswagen Group) created a competence center for emerging technologies.
To deliver real customer value, UX and Service Design needed to be embedded in product teams and aligned to business goals, replacing engineering-centered delivery with a user-centric model across markets and product lines.
Approach
As Department Lead UX and Service Design, I built teams in Germany and Portugal, defined standards for research, design, and delivery, and embedded discovery and testing in agile sprints.
We created a driver support app, a vehicle configurator, and fleet management tools integrated with the RIO cloud, enabling design-led collaboration company-wide.
Impact
The initiative increased service adoption and raised NPS by 18 points. Delivery became faster and clearer, with fewer reworks and better alignment on customer value.
The UX framework positioned MAN as a leader in connected commercial vehicles and provided a scalable foundation for data-informed products and services across lines and regions.
