How would you improve the service booking and service-centre experience in the Ather app?

Introduction

After-sales service decides whether an EV brand earns trust in India. Ola Electric's service backlog in 2024–25 showed how fast poor service can damage a fast-growing EV brand. Ather Energy has responded by nearly doubling its service network to about 500 centres by March 2026, up from 277 at the start of FY26. Yet the network is only half the experience. The other half is the Ather app: booking a slot, knowing what will be done, tracking progress and paying.

The prompt: how would you improve the service experience in the Ather app for scooter owners? I'll clarify scope, segment users, map pain points, generate solutions, prioritise with RICE and define metrics.

Step 1

Clarifying Questions (5 mins)

• Looking at the scope, I'm thinking about periodic maintenance as well as breakdown repairs. Should we cover both?

• Hypothetical answer: Focus on periodic and minor repairs booked through the app; roadside assistance is a separate team.
• Impact: The flow is planned, not emergency.

• Considering the network, are service centres company-owned or run by partners?

• Hypothetical answer: Mostly partner-operated, with Ather-owned centres in some metros.
• Impact: The app must work across centres with different processes and tools.

• Thinking about current performance, where do complaints come from?

• Hypothetical answer: App reviews and support tickets cite slot unavailability, unclear turnaround time and surprise charges.

• What's the goal: fewer complaints, faster turnaround or more revenue?

• Hypothetical answer: Service satisfaction (CSAT) and same-day delivery rate are the priorities.