Digitalization of bicycle repair processes

Willari, a specialized sports equipment repair and rental business in Finland, aims to implement a digital solution to enhance customer satisfaction. The six-member team from Finland, led by directors Annika and Jonas, embarked on a collaborative journey with the Co-Innovation Lab's consulting team, initiating an open-ended process that began with an intensive problem-finding phase involving all stakeholders.

Internal processes with the greatest potential for digitization and benefit:

Through extensive interaction with Willari's employees, the consulting team concluded that the primary beneficiaries of a digital solution, beyond the website, would be not the customers but specifically the repair team, whose work had been predominantly paper-based. Following the project's kickoff in Finland, the interdisciplinary team, comprising six German master students and five Finnish bachelor students, began agile development work virtually, generating initial ideas and visions. The team was supported by course instructors from Munich University of Applied Sciences and Tampere University of Applied Sciences

Facilitating work through an easy-to-use digital solution:

The web-based prototype offers the potential to manage the key work processes of the Tampere team digitally, eliminating paper waste. From customer onboarding in the bike shop to repair instructions for workshop staff and customer communication - everything can be captured and managed digitally within a single tool. Additionally, the solution serves as a starting point for a data-driven approach, capable of evaluating various data points to enhance customer service. Given the dynamic environment, especially during peak seasons, the development work focused on creating an easily navigable solution that meets the demands of workshop staff. For the client Willari, the project was a success: “The project team working on Willari's assignment did a great job overall, although the assignment was challenging and required development and brainstorming. The project team actively contacted Willari´s staff and listened to their wishes and requirements. We enjoyed working with the project team!”.