This paper is situated within the context of digital transformation in the automotive sector, with a particular focus on modernising communication processes between auto repair shops and customers. The research begins with the recognition that the absence of effective communication channels throughout the repair process contributes to customer dissatisfaction, lack of transparency, and diminished trust. The main objective of this study was to identify the main aspects that customers value in order to inform the development of user-centred digital solutions that would allow customers to monitor the progress of their vehicle’s repair from its arrival at the workshop to completion, fostering a fluid, transparent, and interactive communication. A qualitative approach supported by semi-structured interviews with auto repair customers enabled an in-depth exploration of user perceptions, needs, and expectations. The findings reveal the potential of digitalisation to transform the workshop-customer relationship model, making it more efficient, responsive, and aligned with the demands of contemporary digital society.