Delivery
Digital Delivery App
End-to-end development of a new contactless delivery system to replace decades-old paper-based processes for dealerships and their customers.
Focus Areas: Information Architecture, Wireframes, User Flows, User Experience, User Workflow Design, Product Owner/ BA, Requirements Documentation, UX Copy & Documentation, Strategy, Documenting Requirements, Collaborating across disciplines
❗NDA: To respect Publics Groupe policies, I am limited in the display and discussion of the work publicly and can only write about non-proprietary project and project details❗
Understand
Context
How might we create a digital tool to enable dealers to provide an easy, positive, and contactless experience, fostering strong relationships with their customers?
Problem Definition
Currently, purchasing and handing off a car involves a stressful, entirely in-person process:
Relies heavily on paper-based documentation
Centers around a dealer-centric experience that can be overwhelming
Typically spans 90 minutes, filled with both familiar and unfamiliar tasks
Lacks a systematic way to track tasks between dealer and customer
Discovery
Focusing on streamlining the car buying experience, reducing reliance on paper, and enhancing efficiency.
The research consisted of:
Conducted a survey with over 140 Publicis Sapient North America employees to gather insights on their car buying and delivery experiences, particularly focusing on changes post-COVID.
Interviewed dealerships across Canada to understand the complexities of their systems, workflows, and regional-specific tasks.
Gain confidence
Ideate + Iterate
We began by outlining high-level touchpoints for both the dealer and customer, identifying intersections within their ecosystems.
We mapped these touchpoints in accordance with features, business requirements, and user tasks.
The next steps involved refining the high-level map and planning the delivery timeline—from an initial MVP within a few months to a comprehensive 5-year plan. (See below for customers and dealers maps)
Polish
High-level designs
Collaborating with a visual designer, engineering leads, business leads, and the client, we formulated a roadmap for MVP delivery.
Over the next few months, my focus centered on UX enhancements for both customer and dealer experiences. I also served as the primary liaison with the engineering team to ensure seamless integration of systems and adherence to project requirements.
Results
The project has been successfully rolled out to customers across Canada and continues to evolve with new features, revolutionizing car delivery for both dealerships and their customers.
Following this success, Hyundai engaged us for future large-scale projects, including HyWay: HyWay Dealer Marketing.