Automotive & mobility

B2B

Transforming a 40-year-old automotive intelligence platform to compete in a rapidly evolving data economy

Client

JATO Dynamics

JATO Dynamics

Model

Partnership

Partnership

Mercedes-Benz service app showing vehicle maintenance, safety features, and warranty status on mobile device

Services

User research

User research

Product strategy

Product strategy

Proposition testing

Proposition testing

Info

JATO Dynamics needed to transform from a legacy data provider into a modern intelligence platform to respond to changing client demands and capture new market categories.

JATO required fundamental transformation of how they understood and served customers across 50+ countries.

Mind map showing the full Digital Guidance feature structure for the Mercedes accident assistance flow, branching from entry points (push notification, home promoted message, and assistance tab) through five sequential steps: medical support, securing the place, documenting the scene, getting diagnosis and cost estimation, and getting the car repaired.
Mind map showing the full Digital Guidance feature structure for the Mercedes accident assistance flow, branching from entry points (push notification, home promoted message, and assistance tab) through five sequential steps: medical support, securing the place, documenting the scene, getting diagnosis and cost estimation, and getting the car repaired.

Challenge

JATO faced three challenges: product teams were disconnected from customers, legacy assumptions were misaligned with market realities and siloed verticals operating independently without shared insights.

This fragmentation limited competitive product development, whilst rivals increasingly offered integrated platforms with modern UX and reporting capability.

Our analysis

The JATO product team knew they had a problem but needed to cut through internal politics, process blockers and paralysed decision making to secure precious technical resources. A fundamental rethink of how JATO understood customer value and made product decisions was needed.

Application of evidence-based design thinking would unite teams and end decision paralysis.

Mobile app sitemap showing Mercedes-Benz connected services user flows and screen architecture
Mobile app sitemap showing Mercedes-Benz connected services user flows and screen architecture

What we did

01.

Reconnected JATO with their users

Introduced systematic qualitative research methodologies that JATO could own and repeat. We recommended qualitative interviews as JATO needed to reconnect with the real end user of their products, not just procurement leads and budget holders.

Reconnected JATO with their users

Introduced systematic qualitative research methodologies that JATO could own and repeat. We recommended qualitative interviews as JATO needed to reconnect with the real end user of their products, not just procurement leads and budget holders.

02.

Implemented Jobs-to-be-Done (JTBD) framework

JTBD provided JATO with a unified and repeatable framework for understanding what customer needs drive behaviour. Rather than asking what features customers wanted, we explored why they "hired" JATO's products, revealing critical underserved jobs that directly informed JATO product market fit.

Implemented Jobs-to-be-Done (JTBD) framework

JTBD provided JATO with a unified and repeatable framework for understanding what customer needs drive behaviour. Rather than asking what features customers wanted, we explored why they "hired" JATO's products, revealing critical underserved jobs that directly informed JATO product market fit.

03.

Built cross-functional stakeholder alignment

Facilitated workshops bringing together previously siloed teams. Developed user archetypes based on functional jobs rather than demographics, and created value proposition canvases connecting customer needs directly to JATO's capabilities.

Built cross-functional stakeholder alignment

Facilitated workshops bringing together previously siloed teams. Developed user archetypes based on functional jobs rather than demographics, and created value proposition canvases connecting customer needs directly to JATO's capabilities.

04.

Enabled multi-phase transformation

What began as 4-week research sprint evolved into 2-year trusted partnership advising and informing product vertical monetisation strategy; validating new revenue models; retail platform modernisation; testing and exploring new product development and future value propositions.

Enabled multi-phase transformation

What began as 4-week research sprint evolved into 2-year trusted partnership advising and informing product vertical monetisation strategy; validating new revenue models; retail platform modernisation; testing and exploring new product development and future value propositions.

Onboarding screen for the Accident Guardian feature, showing white serif text over an aerial night photograph of a lone car on a motorway, with a Skip link in the top right corner.
Onboarding screen for the Accident Guardian feature, showing white serif text over an aerial night photograph of a lone car on a motorway, with a Skip link in the top right corner.
Onboarding screen for the Accident Guardian feature, showing white serif text over an aerial night photograph of a lone car on a motorway, with a Skip link in the top right corner.
Onboarding screen for the Accident Guardian feature, showing white serif text over an aerial night photograph of a lone car on a motorway, with a Skip link in the top right corner.
Onboarding screen for the Accident Guardian feature, showing white serif text over an aerial night photograph of a lone car on a motorway, with a Skip link in the top right corner.
Onboarding screen for the Accident Guardian feature, showing white serif text over an aerial night photograph of a lone car on a motorway, with a Skip link in the top right corner.

Project impact

Bootstrapped research capability

Shared repositories and frameworks enabled cross-vertical insights, making evidence-based approaches standard practice. We transferred these capabilities to JATO teams and UX leads.

Bootstrapped research capability

Shared repositories and frameworks enabled cross-vertical insights, making evidence-based approaches standard practice. We transferred these capabilities to JATO teams and UX leads.

Accelerated strategic decisions

Established clear frameworks for understanding customer value, enabling faster movement from insight to action. Decision-making is grounded in evidence, building organizational confidence.

Accelerated strategic decisions

Established clear frameworks for understanding customer value, enabling faster movement from insight to action. Decision-making is grounded in evidence, building organizational confidence.

Created transformation momentum

We broke down silos by fostering stakeholder alignment throughout the organization. Anecdotal feedback mechanisms were replaced with evidence-based decision making.

Created transformation momentum

We broke down silos by fostering stakeholder alignment throughout the organization. Anecdotal feedback mechanisms were replaced with evidence-based decision making.

Turn customers into co-creators 
to build what matters and end internal debates

Established companies must transform legacy platforms for fast-changing digital markets - yet often lack direct customer input into decisions. Success requires co-creation that transforms customer insights into clear direction.

We specialise in customer co-creation for organisations whose internal assumptions have replaced market reality.

Our jobs-to-be-done approach makes customers active partners, enabling confident transformation without guessing.

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