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A digital solution designed to streamline the used car purchasing process at used car dealerships, eliminating inefficiencies and enhancing customer satisfaction by creating a seamless, self-service online experience.
Problem
Problem
The existing process for purchasing a used car was cumbersome and inefficient:
Multiple hub visits, requiring extensive time and effort.
An average of 7 calls from sales agents.
A 14-day gap between purchase and delivery when using credit.
This led to low customer satisfaction and a perception of poor communication throughout the process.
Solution
Solution
Develop an end-to-end digital platform that empowers customers to:
Monitor every step of their car purchase journey.
Complete the process online without relying on sales agents (while retaining optional in-person hub visits).
Impact Metrics
Impact Metrics
30% of purchases are now completed 100% online.
87% of users who engage with “My Future Car” return to the platform.
20% of deliveries are scheduled through the platform.
Significant improvement in Net Promoter Score (NPS).
My rol
My rol
I collaborated with partners and stakeholders across finance, logistics, and legal teams to transform manual processes into a seamless digital experience. My focus was on aligning operational needs with customer expectations, enabling users to complete their car purchase journey independently while ensuring business goals were met.
What I did
What I did
Conducted user research to map the entire purchase journey and define a comprehensive state machine.
Designed and conducted over 30 usability tests to validate and refine the user experience.
Presented key findings and proposals to the CEO to ensure alignment with company objectives.
User Research Insights
User Research Insights
Through interviews, social media reviews, and surveys, we identified core pain points:
Frustration with poor communication and lack of clarity during the purchase process.
A desire for greater transparency and control over each step of the journey.
Mapping the UX Flow
Mapping the UX Flow
We mapped the entire car-buying process, identifying critical steps and pain points.
Introduced an intuitive, step-by-step progress tracker to improve transparency and reduce anxiety.
Tested prototypes to ensure that displaying all steps on a single screen enhanced trust and perceived formality.
Exploring Design Concepts
Exploring Design Concepts
During the initial release of My Future Car, the operational infrastructure at used car dealerships was not fully prepared to support all the envisioned digital flows. To ensure adoption while maintaining functionality, we implemented a hybrid approach:
Certain steps redirected customers to sales agents, allowing manual intervention where needed.
Once the task was completed by the agent, customers could seamlessly re-enter the digital process.
Given WhatsApp’s widespread acceptance in Latin America, we retained it as a primary communication channel for notifications and updates.
Over time, the project evolved:
Expanded from three core flows to a fully digital, end-to-end purchase experience.
Iteratively refined the user interface, transforming a complex process into a streamlined, eight-step journey for users.
Leveraged continuous feedback to enhance the platform’s look and feel, ensuring simplicity and clarity.
Design Challenges
Design Challenges
Operational Readiness: Initial implementation required partial manual intervention, with some flows redirecting to sales agents.
Legal and Security Hurdles: Partnered with third-party services to embed secure credit checks and digital contract signing directly into the platform.
Scalability: Designed a modular system to evolve from three basic flows to a full eight-step process.
Final Solution Highlights
Final Solution Highlights
Reordered critical steps, such as delivery date selection, to improve operational efficiency and reduce waiting times.
Simplified the user interface by consolidating steps and locking completed tasks, minimizing cognitive load.
Introduced gamification elements, such as rewards for quick step completion, to increase engagement and reduce OPEX.
Operational Enhancements
Operational Enhancements
Integrated customer actions into employee dashboards to maintain a single source of truth.
Created dynamic triggers for sales teams to improve customer communication.
Implemented hub calendars to optimize car transfers and home deliveries.
Key Takeaways
Key Takeaways
Focus on Prioritization: Breaking down the process into manageable milestones allowed for incremental improvements.
Data-Driven Iterations: A stronger emphasis on customer engagement metrics from the start could have accelerated refinement.
Cross-Team Alignment: Bridging gaps between teams significantly improved both customer and employee experiences.
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