TBC Corporation

Optimizing customer awareness of product availability

TBC Corporation

Role: UI/UX // Client: TBC Corporation

Tools: Figma, Adobe Illustrator, User Testing

Project Duration: 3 months

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With the rise of connected and electric vehicles, TBC, the parent company of Big O Tires and Midas, faced the challenge of adapting its products and services to meet evolving customer expectations.

This project aimed to help TBC build a sustainable market advantage by aligning their offerings with these shifts in the automotive landscape.

TBC Corporation

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About the project

To guide TBC's transformation, we adopted a comprehensive three-lens approach—Experience, Business, and Capability—ensuring a human-centered strategy. We focused on understanding customer and franchisee needs, identifying pain points, and uncovering opportunities to create differentiated experiences.

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From a business perspective, we measured the total value of new propositions, balancing customer and franchisee interests. Simultaneously, we worked on modernizing TBC’s digital capabilities to create a scalable solution across the enterprise.

TBC Corporation

The solution

Our research revealed 10 critical future-state value propositions and 35 features that were essential for TBC’s success. These features were designed to modernize digital capabilities and integrate seamlessly with customer channels for enhanced connectivity and transparency.

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By addressing outdated technology, improving real-time communication, and bridging gaps in workflow, we aimed to streamline the journey for both customers and service providers.

TBC Corporation

TBC Corporation

Results

The project successfully boosted conversion rates by ~70%, comparing non-test store locations to test stores with appointments booked. This measurable improvement highlighted the impact of our design and strategic solution, positioning TBC to better serve its customers and franchisees in an evolving market.