Authors : Arthur Rafael T. Bregondo; Marx Janzen B. Lizardo; Grace Lorraine Intal; Gloren S. Fuentes

Volume/Issue : Volume 11 - 2026, Issue 6 - June

Google Scholar : https://tinyurl.com/3e83fer6

Scribd : https://tinyurl.com/2p9j2km7

DOI : https://doi.org/10.38124/ijisrt/26jun990

Note : A published paper may take 4-5 working days from the publication date to appear in PlumX Metrics, Semantic Scholar, and ResearchGate.

Abstract : The increasing reliance on digital platforms has transformed automotive service management, necessitating more efficient and user-friendly solutions. This study focuses on enhancing the customer experience at LR Almazan Auto Shop Co. Inc. by prototyping a web-based service management platform that streamlines service requests and provides seamless access to vehicle data. Employing the Design Thinking methodology across five phases—Empathize, Define, Ideate, Prototype, and Test—the research identifies key strategies for improving user satisfaction and operational efficiency. A usability evaluation was conducted with 65 respondents (50 customers, 10 service staff, and 5 administrators) using the System Usability Scale (SUS) and the User Experience Questionnaire Short Version (UEQ-S). The proposed system achieved excellent usability scores, with mean SUS ratings of 83.95 (customers), 87.75 (service staff), and 89.50 (administrators). Comparative analysis projects a potential 30-40% improvement in overall customer satisfaction and significant projected gains in appointment scheduling efficiency, communication transparency, and paperwork handling. Aligned with global efforts to drive industry innovation and digital transformation (UNSDG 9) [20], this study contributes to the modernization of automotive service workflows while integrating security considerations to ensure a reliable and efficient platform.

Keywords : Automotive Service, Web-Based System, Service Management, System Usability, User Experience, Design Thinking.

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