Unlocking $3M in cost-savings while streamlining user workflows
Enterprise SaaS
Desktop Web
Platform Tools
Product Design
Design Leadership
B2B
Automotive
Company
Cox Automotive is the world’s largest automotive services and technology provider with solutions for car shoppers, automakers, dealers, retailers, lenders and fleet owners.
Opportunity
Customer Support Reps struggled with five clunky, outdated platform tools. I lead the design that streamlined their workflow into one, enabling $3M in cost-savings with $1.5M investment.
Team
• Product Designer (Me)
• Product Director
• 2 x Platform Architects
• 4 x Engineers
• Engineering Manager
Responsibilities
• Research Interviews
• UI Object Map
• Wireframes
• Prototype
• User Testing
Value Achieved
80%
Usability Success
Two usability tests ensured the new UX got the job done.
+40%
Workflow Efficiency
Replaced outdate tools , reducing 5hrs workflows to less than 1.
$3M
Cost-Savings
Retired redundant tools with yearly maintenance costs.
The Challenge
Auto dealers were losing sales due to delayed (outdated) inventory data—all because Customer Support Reps struggled with disparate and outdated legacy data export tools. Spending up to 5 hours setting up exports. The process was slow, error-prone, and fragmented, leaving dealers frustrated with longer issue resolution times. The solution? Build an enterprise-wide tool that replaced the existing legacy systems, resulting in near real-time updates.
Combine legacy and new UI to streamline inventory export setups?
The Strategy
Research → Workshops → Design → Prototype → User Testing
Discover Research
Initial research uncovered two unexpected findings.
User Adoption Hesitancy
Users worried that learning a new tool and workflow would require more effort to set up exports and risk their contractual service level agreements (SLAs).
Action Taken
To address this, I brought in a users to ease their concern by lending their expertise to understand the current experience and informing the new one.
Disjointed Experience
To speed up delivery and reduce risk. The new solution would be based on one of the existing tools, adding functionality with new design system screens. Requiring users to transition between completely different interface designs.
Action Taken
I proposed investing in usability testing the workflow to ensure users could still complete the workflow with no major issues.
The Current Workflow
By facilitating workflow mapping exercises we helped users see that while the tool’s UI changed, the core steps remained the same.
Mapping the Existing System
I worked closely with engineering and product to identify which parts of the legacy system needed updates or removal. This was done to minimize carrying over any outdated concepts that would create unnecessary user friction.
Co-Creating the Design
1:1, 1:N, and N:N relationships between the new UI and legacy UI objects were documented. This informed how we designed the options available to users. For example: "An export is 1:N to inventory filters". Meaning the design should enable users to associate multiple filters to one export.
The User Flow
To assist engineering in planning the new screens and navigational actions between legacy (Exports) and the new UI (COAT). I created this user flow detailing the actions users needed to move freely between systems.
Forming the New UI with Object Mapping
I followed up with a hands-on co-designing workshop that included users. Collectively, we mapped the main components of the new UI. Creating a shared visualization that didn’t just document UI elements – it created a common language between the team and users who would ultimately depend on these interfaces.
Design Iterations
The designs went through several iterations, taking into consideration various requirements and stakeholder feedback before to ultimately landing on the designs to serve as the battleground for stress-testing the experience with users.
Prototyping, Not Just for Testing
By prototyping early, we de-risked the process and built a solution that was technically sound, user-friendly, and stakeholder-approved. Here’s how it helped us validate the experience:
✓ Engineering Alignment
Worked closely with devs to confirm API support and streamline implementation.
✓ Leadership Buy-In
Demonstrated progress early, keeping stakeholders informed and excited
✓ Design System Compliance
Ensured every component stayed on-brand and scalable.
✓ User Validation
Ran 2 rounds of usability testing with 6 users, refining the experience based on real feedback.
Identifying Risks from User Testing
5 out 6 participants struggled when navigating back to the legacy UI from the new UI, it required them to switch browser tabs – it was an unexpected interaction that added time but more importantly risked closing a tab and breaking the workflow.
We called this out as a risk to the contractual SLAs because it would delay inventory delivery to dealer solutions. I used this data to request further investment in a solution. It was win for UX because the business not did want to invest in the legacy UI however, the risk would cost more.
Final Designs
After retesting the experience, 6 out 6 new participants successfully complete the workflow with no major issues. The new experience was finalized and moved to development. It was composed of legacy UI with an additional 3 new main UI screens.
The Export List
Here, users inspect existing exports, which they can duplicate, reuse, edit, or create an new one, if needed.
Exports Filter Builder
Filters are set according dealer requirements, they define what rules the vehicle inventory must meet prior to exporting to a dealer’s Cox Auto products.
Exports Inventory Preview
The export inventory is previewed to ensure the right inventory and data points are sent, then saved to be activated.
Championing Design Documentation
Design documentation was done on Mural (digital whiteboard). It kept multiple teams aligned, decisions intentional, and workflows efficient. I use it to bridge gaps between design, engineering, and product—eliminating ambiguity and preventing costly rework. By documenting our collaborative, I ensure our UX scales smoothly and stays consistent, even as the team grows.
Built & Released
The New Experience
The overall experience met user expectations but importantly we proved that the experience got the job done. Through inclusion, users were heard and now embraced the new tool, giving the business confidence to build and release the MVP. Now, export setups were down to less than 1 hour!
User Adoption Hesitancy Solved
Involving Tier 3 support in the process overcame their initial hesitation and led to strong adoption of the new solution.
Disjointed Experience Solved
We gained the confidence to proceed after validating that users could complete key tasks without any red flags.
Value Achieved
80%
Usability Success
Two usability tests ensured the new UX got the job done.
+40%
Workflow Efficiency
Replaced outdate tools , reducing 5hrs workflows to less than 1.
$3M
Cost-Savings
Retired redundant tools with yearly maintenance costs.
Drew Wilkison
Product Director
Luis showed me how he used the existing application features, combined with end user discovery, to not create a "lift & shift" new product, but one that accurately met the needs of the end user.
Leadership
Collaborative Decision-Making
I facilitated workflow mapping and UI co-designing sessions, ensuring users and stakeholders had a shared understanding. This fostered buy-in and eased adoption hesitancy.
Advocacy for User Needs
When usability testing revealed risks (browser tab switching), I championed additional investment to refine the experience, protecting users from workflow disruptions.
Strategic Risk Mitigation
I proactively addressed adoption challenges by involving users early, testing hybrid UI transitions, and iterating based on feedback—ensuring the solution met both business and user needs.
Expertise
User-Centered Research & Problem-Solving
I uncovered hidden hurdles (disjointed UX, adoption fears) through stakeholder interviews, shaping a solution that balanced legacy and new systems.
Workflow & UI Optimization
My mapping exercises and wireframing streamlined a fragmented process, reducing export setup time from 5 hours to under 1 hour while retiring redundant tools.
Prototyping & Iterative Testing
I translated research into low-fi prototypes, validated them with users, and refined the design based on critical pain points (e.g., tab-switching issues), ensuring a seamless workflow.
