Summary

Inchcape Australia, a national automotive and retail parent group including Subaru Australia, Subaru New Zealand, Trivett and more, engaged my team when I was working at Tquila ANZ, to create a custom Salesforce platform for dozens of dealerships across the country.

Objectives

  • Gain an understanding of the business processes in the dealerships from sales, service, financing, and delivery employees throughout the lifecycle of a customers car buying journey.
  • Bring the entire project team on the journey of a user-focused approach to agile development

Approach

  • Lead requirements-gathering workshops with project stakeholders
  • Conducted user research through contextual, in-situ observation and interviews in dealerships with each user types – receptionists, sales people, business managers, finance managers, etc.
  • Designed user interface wireframes within platform constraints
  • Worked with development team to outline strategy for user experience with complex system integrations

Outcomes

  • High level experience design and interactions
  • Custom Salesforce development requirements for key pages
  • UX and agile development roadmap including user stories and prioritised backlog of features

See full prototypes at c87nls.axshare.com