The Ask & Discovery
A leading automotive marketplace approached us to streamline their dealership-to-dealership vehicle exchange system — a process that had become overly complex and inefficient. Despite previous engagements with another agency, leadership remained unsatisfied with the results.
With direct access to the CEO and key stakeholders, we uncovered the underlying operational and experience challenges limiting efficiency. Through a focused discovery effort and the development of a Strategy Blueprint, we mapped pain points, clarified business goals, and identified opportunities to optimize both process and platform performance.
Through this exercise, we uncovered key insights into the organization’s challenges, goals, and guiding principles — forming a clear playbook for moving forward. Recognizing that the current application was overly complex and time-consuming, our focus shifted to designing an intuitive, step-by-step workflow that removes guesswork and streamlines the experience. Using principles like “Simplify the process” and “Be easy,” we developed a detailed mind map of the existing system to pinpoint areas for simplification and optimization.
Simplify the Process
Our goal is to create a clear visual representation of the process that encourages open discussion and helps identify pain points and opportunities for improvement. This visualization also highlights where users may benefit from saving their progress and where sufficient information has been gathered to move forward seamlessly. Once complete, we review the workflow with stakeholders and internal users to confirm alignment, ensure completeness, and verify that no new complexities have been introduced.
Updated Process after feedback
After incorporating feedback and insights from stakeholders and users, we revisited the workflow process for another round of improvements.
Wireframing & Prototype Process
After several iterations of wireframes, we refined each section to balance clarity and content density. Given the amount of information required, our focus was on optimizing screen layouts and information hierarchy to ensure usability without overwhelming the user.
Conclusion
Preliminary testing with stakeholders and users validated our approach, with only minor content adjustments requested by leadership (primarily tied to backend system updates). The final workflow and designs were well-received, positioning the team for a smooth transition into development and setting a strong foundation for future enhancements.