Fixed Operations Suite: Service as a System of Trust

A North American dealer-management platform came to Taller in 2022, post-acquisition, with a mandate to unify a fragmented product suite. Taller embedded 18 people across UX, research, localization, and product management through 2024.

The platform included several Fixed Operations tools, including service-lane scheduling, multipoint inspection reporting, technician video review, real-time status updates, AI scheduling, and predictive-service insights. However, all of these tools were highly fragmented. This resulted in friction: service advisors juggling a dozen repair orders at once, technicians taking notes in noisy bay conditions, parts managers pricing jobs same-day, and customers approving repairs remotely from a parking lot. The company had also already invested in strong underlying technology, including predictive machine learning, computer vision for technicians, connected vehicle alerts, and multilingual AI scheduling — but without a role-specific workflow and a united operating layer, none of it could translate into real gains on the ground.

With a team of UX/UI designers, researchers, and product managers, Taller created a unified operating layer to shape how the client’s dealers, technicians, and consumers interacted with the company’s services and products. The Taller team delivered competitive analysis, user testing, high-fidelity wireframes, and prototypes using Figma, Jira, and Sketch, each designed to surface the company’s automation capabilities as optimized workflows.