DVI Results Need to be Engaging

When shops send out DVI results they rarely are judged how engaging they are for their customers. It is often all about how much wording and how many images make the case for the issues found with the vehicle.

The reality is that customers receive the DVI results during a busy day and are asked to review them, often on the their smartphone, and understand the issues found on their vehicle and what to do about them. about 35 to 50 inspections topics with notes and some with thumbnails try to entice the customer to digest the information. 

Most customer will not take the time to read 35-50 notes but are enticed to tap on the thumbnails. The image will open and take the available real-estate, covering up the topic, status color and notes. Now the image has to speak for itself. If not enhanced, the image will not help the layperson to understand what the vehicle conditions are. To the contrary it will make the customer to maybe open one more image resulting in the same experience and then give up researching further. Now the service advisor has to explain all image over the phone. 

When images are enhanced they speak for themselves. Motorists understand

1. The issue
2. The proposed work to resolve the issue
3. Why the proposed work is helpful and shouldn't be postponed. 

The screenshot below compares a typical image as thumbnail, not enhanced vs enhanced, and when blown-up, side by side.

Do you see the difference in empowerment and education for your customer?