Modernizing car sales

We have rethought and digitized the entire showroom sales journey, from test drive to contract signing.

My role

UX Designer

Timeline

4 months

Responsibilities

Research

Usability testing

Visual interaction

Prototyping

Overview

Today's car dealerships have a very analog sales process with steps in different systems, creating friction for salespeople and customers on a daily basis.

In order to optimize and digitize this process, it was necessary to design a unified system. We carried out an analysis of the user flow and information architecture.

High Level Goals

Digitize the entire sales process in dealerships.

Unify the systems used by the dealers into a single platform to facilitate the work of the salespeople.

Initial challenges

After rounds of stakeholder workshops to understand the business needs, I interviewed dealership salespeople and managers to understand the pain points in each area of the dealership's sales flow.

Identification of pain points

My initial focus was on understanding the operational differences between new and used car salespeople, but we saw an opportunity to extend this to accessories salespeople, who are also an important part of the sales flow.

User Journey Mapping

I mapped the salesperson's and dealership manager's journey, identifying each stage of the process, from prospecting to closing the sale in the showroom.

Prototyping and Testing

I created wireframes to validate flows and functionalities, performed UI studies for components within Figma. I conducted usability tests to ensure clear and optimized navigation.

From Paper to Screen

With the test results, we corrected several gaps in the experience, reaching a consistent interface capable of delivering the expected results for the business and the clients.

Helping to Modernize and Improve Agility

Centralized customer service - With the data and details of each call in one place, sales reps can review history and formulate new strategies for a repeat call.

Route Selection - Since the test drive is a key moment in the customer's journey, allowing them to view and select routes makes the experience more personalized and intuitive, increasing engagement and perceived value.

Order Tracking - The salesperson can track every stage of the vehicle request and preparation, keeping the customer informed and both parties safe.

Impact

40%

On reducing the average time spent on manual processes.

30%

On reducing rework caused by manual errors and conflicting information

20%

Cost savings in administrative expenses, including paper, printing, and manual processes.

Unified system

All sales are recorded and tracked in a single system, eliminating information loss.

Positive feedback in daily use

Users see real value in the system and praise the fluidity, clarity and speed of the new tool.

Key Learnings

My journey in this project was rich in learning and provided valuable insights throughout the process.

Understand perspectives

Mapping all possible users and scenarios during the process can be challenging. That's why it's important to consider different perspectives and explore different situations when interviewing users.

The dev is your best friend

With a system that depends on various integrations, staying close to the engineering and development team is essential to the project's success.

Next project

Connecting Careers in the Healthcare Field

Next project

Resume

Caio Ferreira.

Made by me in Figma & Framer.

Resume

Caio Ferreira.

Made by me in Figma & Framer.

Resume

Caio Ferreira.

Made by me in Figma & Framer.