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15K+
Dealerships
16% +
Increased NPS *
30K+
Customers in 2 years
*Both customer and dealership
CDK Global
Client
UX/UI & Design System
Services
2022-2024
Date
Leading provider of integrated data and cloud-based software solutions for dealerships
At CDK, I redesigned the car inspection flow to create a seamless experience for customers, technicians, and managers. By simplifying tools, improving transparency, and streamlining communication, we made inspections faster and more intuitive, boosting efficiency and increasing service approvals and upsells.
2 years in CDK Global
CDK Projects
01
Customer Portal
02
NXT Inspect
The Challenge
The After Sales projects were too many and had a lot going on
Working on different projects at CDK Global, I faced some pretty unique challenges across the automotive world.
For the Customer Portal app, the goal was to improve the after sale experience for car owners. Many customers didn’t know how or where to book maintenance, ask for help, or request a specific part.
With CVR, the challenge was building portals for different U.S. states, each with its own laws and processes for registering vehicles. We had to balance legal requirements with a clean, easy-to-use experience.
At Next Inspect, a dashboard for technicians. They needed something fast and reliable to manage service orders, update parts, and recalculate totals without headaches. So we focused on real-time updates and a smooth interface that made their day-to-day a lot easier.
Role &
Responsibilities
Understand deeply the business logic
Multiple User research (Customer, Attendant, Technician, Lead Technician, Parts People), to validate pain points and need for iteration.
Build screens in desktop and mobile format
Build User Flows and Site Mapping
Iteration and more testing
Research Customer Portal
We had an amazing Researcher on the team that provided a lot of insights and feedbacks from the groups of users we were trying to help.
Main Points
Lack of usability in the actual system
Confusion to perform simple actions
Inability to upsell services
Inability to schedule pick-up for the vechicle
High Level Wireframes
Hurricane of Ideas
High Fidelity Solution
Next Inspect
It was a consolidated product that needed constant iteration and add of features in order to provide amazing usability to technicians at the dealership
Key Features Built
Converging all notes, system messages and chat messages into one message feature
Moving Parts by drag & drop from one Service to another
Create a component gallery to keep the consistency and add specific components to Next Inspect
Color indicate row for different purposes
Notes & Moving Parts
Color indicators
Project Library
Key Learnings
It's not always that a cleaner design is the best. Sometimes the info needs to be displayed upfront and there's nothing you can do about it.
Users can be tricky. Even if you guide them they still manage to do unexpected things
Top down decisions are annoying but exist, more often than we think, and we need to know how to deal with it without compromising the usability.
Frequent testing and iteration allowed us to identify and resolve issues early, leading to a more refined and effective solution.
Let me know and I'll be happy to help.
I'm Ready to Discuss