The application of service design to create car care services for elderly drivers in Thailand

At present, the world is entering an aging society, and Thailand is also entering an aging society. Thailand is the 3rd country in Asia with the growth rate of the elderly population. In 2020 had an elderly population of 18% of the total population. However, on the other hand, in 2021, the number will increase as high as 20% of the total population. The trend of the elderly is an opportunity that makes it possible to prepare businesses to support a growing group of customers in the future. The number of red-labeled plate cars registered in 2020 has decreased by 14% within the past three years. However, the number of cars in Thailand has not decreased because Thailand does not have the law to destroy old cars causing people to turn their attention to buying old cars at a lower price. The business that will support elderly drivers is car care. Physical limitations make it impossible for the elderly to take care of their cars by themselves, needing a helper or a service provider. Those data lead to this research topic about the car care business correlation/ relationship with the elderly. This research creates to find out what are the key factors in enhancing the consumer experience. The study will use a quantitative starting research process with an online questionnaire. The survey results will lead to qualitative research by in-depth interviews with elderly drivers and car care stakeholders. Service design tools are using to collect data to analyze the real needs or problems of the elderly drivers to meet the satisfaction of elderly drivers. The outcome of this research demonstrates guidelines for car care businesses to understand the elderly drivers better and provide tools and facilities to improve customer satisfaction by providing details of scenarios and mood boards involved in the car care business to understand the elderly drivers better and provide tools and facilities to improve customer satisfaction.