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Nikhith ReddyLet’s talk
  1. Work
  2. Rapport

Design · Inside the work

Less decoding. More doing.

Three decisions in the same customer flow. See what changed, why it changed, and what each change makes possible.

01 / 03 · Same customer. Same task.

From “where does this go?” to “how can I help?”

BeforeA preview of the workflow

Appointment · 9:45 AM

Customer ACompact SUV · 2021

Here for Oil change + front-end noise on braking

Where this lands

  1. 1Meet & GreetNext
  2. 2MPI
  3. 3Follow-up
  4. 4Delivery

Shows where the appointment will land.

AfterA starting point for the conversation

Appointment · 9:45 AM

Customer ACompact SUV · 2021

Here for Oil change + front-end noise on braking

Conversation starters

  1. What matters most today?

    Ask whether the priority is the brake noise, getting out quickly, or keeping today’s spend predictable.

  2. Everyday driving

    Learn how the car is used (commuting, errands, hills, stop-and-go) and when the noise shows up.

  3. Build from the last visit

    Acknowledge the previously deferred pads without pressure; ask what would help them feel confident today.

Brings useful questions into the preparation step.