Mobility in Motion: Customer-first approach in automotive accessibility

Mobility in Motion: Customer-first approach in automotive accessibility

About Mobility in Motion

Mobility in Motion creates vehicle adaptations to make car travel easier and more accessible for disabled people. They have over 40 years of experience in designing innovative products that ensure ease, comfort and safety. 

The challenge

Mobility in Motion’s products must offer practical, dignified solutions that will fit most vehicles, including hybrid and electric models, and will break down barriers for customers with unique mobility needs. 

The project

Mobility in Motion constantly look for the most innovative products to offer and exceed expectations with their approach to customer care. 

They partner with leading manufacturers, like BraunAbility, Autochair and Brig-Ayd, to provide one of the largest ranges of mobility products available in the UK and adapt designs when issues arise. Most recently, when they realised their Next Generation Smart Lifter LM Boot Hoist wasn’t compatible with electric vehicles, they worked with the manufacturer to re-imagine it with a lithium-ion battery pack. Their reaction ensured all their customers could keep using the product, regardless of the type of car they drove. 

Mobility in Motion also practices an inclusive, customer-first philosophy in its interactions with customers, whether a customer requires mobility support for the first time or needs advanced technical advice. 

Their customer service process provides a whole service package, from an initial assessment to a full virtual or physical demo. The service also includes follow-up calls from the Customer Excellence Team to ensure customers are happy with the product and are getting the very best out of their adaptation.  

In these calls, customers can also provide feedback on their experiences and share any suggested improvements. These then get logged and distributed to the New Product Development Team. Most recently customer feedback led to the development of a new Soft Start feature that was subsequently rolled out across the entire range of Smart Lifter hoists. 

The result

Mobility in Motion has changed the lives of thousands of customers by giving them the means to travel independently. In 2024, 89% of their reviewing customers left them a 5-star review on TrustPilot.  

“I’ve adapted my vehicle with [Mobility in Motion’s] hoist which enables me to get around and just have a normal life. I can go out and socialise with everybody, fantastic. I recommend it.” – Dave Phillips, Paralympic Archer 

“I’ve got a funky load of kit going in my car and I’m going to look really nice when I’m out driving and I’m not going to feel disabled, I’m going to feel normal, even if I am disabled. I am now able to drive by myself, go out and have confidence […], without any stress or worry.” Judith King, Customer. 

Going forward

By offering innovative solutions and expert customer service, Mobility in Motion will continue improving the lives of its disabled customers and making travel safe and accessible for all. 

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