Unfortunately these past few months, I keep finding myself visiting auto repair centers. And it doesn’t seem to matter how great the service is, I just don’t want to be there. It might have to do with how much money I always seem to spend on a part I didn’t even know existed. But it’s also the experience of having to sit inside these barren spaces, with white cement blocks, cracked vinyl chairs and an ancient television, which leaves me a little unsettled.
Auto repair centers are a form of retail, but it seems to me that the design industry – or the retailers themselves – has forgotten this. So what can we do to make this experience better?
For starters, make it more convenient by having repair centers offer decked-out vehicles and drivers to help get you to your next destination. Dropping off your car would become more of a pleasant experience and less of a huge hassle.
Still, no matter how fast the service, sitting and waiting are typically involved whether you’re just dropping by for an oil change or to investigate that light that’s now blinking on your dashboard.
So how do you make the waiting room more interesting and comfortable? Personally, I’d appreciate some color, relaxing chairs and magazines about more than just cars. Also, make it a little more personal. Instead of rows of vinyl seats, why not add some individual seating arranged in small clusters that would feel much more comfortable.
I also wouldn’t mind gathering some knowledge about my vehicle while sitting there. In most retail environments, graphics serve a large role in getting a message across. So why not post some signage about everyday car problems and easy solutions throughout the room. This could be a great way to brand the space and show your expertise with your customers.
HiQ, a “fast-fit car care brand,” from the U.K., worked with Fitch, an international design firm, to give its repair centers a bold new look, using sleek materials and great graphics. There's even a glass wall separating the waiting room and repair area, so you can watch employees at work on your car. Now HiQ stands out among the crowd and can serve as an example to other auto repair centers on the possibilities.
Auto repair may not be the most exciting retail experience out there, but with a little help from the design industry, it could become a lot better. Then I might not feel so bad spending so much time – and money – in these places.