Cox Automotive Garage

Enterprise Digital Transformation

Transforming Cox Automotive’s Garage: How We Connected 15 Brands, Eliminated 80% of Manual Processes, and Transformed the Digital Experience for 100,000+ Auto Dealers Worldwide.

Role

UX Designer

Team

Enterprise Design

Timeline

Aug 2021 - Dec 2021

Continents

Distinct Brands

s

Of Auto Dealers

Multiple

Salesforce Instances

Salesforce Lighting Sandbox Screens

Salesforce Lighting Sandbox Screens

Salesforce Lighting Sandbox Screens

Lead UX Designer

Transformation Arhitect

As Lead UX Designer on the Service Transformation Team, I architected the enterprise wide service transformation strategy while leading a growing design team. My role focused on three key areas:

As Lead UX Designer on the Service Transformation Team, I architected the enterprise wide service transformation strategy while leading a growing design team. My role focused on three key areas:

As Lead UX Designer on the Service Transformation Team, I architected the enterprise wide service transformation strategy while leading a growing design team. My role focused on three key areas:

Framework Development

  • Spearheaded the Golden Thread framework from concept to implementation

  • Designed scalable service transformation solutions

  • Created standardized L2 process templates

Solution Architecture

  • Unified service delivery across 15 brands

  • Streamlined complex workflows into intuitive processes

  • Established enterprise-wide design standards

Team Leadership

  • Mentored and scaled the UX design team

  • Led cross-functional stakeholder presentations

  • Guided strategic implementation decisions

Overview

Business Context

In today's rapidly evolving automotive landscape, seamless digital integration isn't just an advantage but essential for business success. Cox Automotive operated as a collection of isolated digital islands rather than a unified ecosystem. Despite being under one corporate umbrella, the 15 brands were hindered by disconnected systems, redundant processes, and technological barriers that prevented seamless collaboration.

In today's rapidly evolving automotive landscape, seamless digital integration isn't just an advantage but essential for business success. Cox Automotive operated as a collection of isolated digital islands rather than a unified ecosystem. Despite being under one corporate umbrella, the 15 brands were hindered by disconnected systems, redundant processes, and technological barriers that prevented seamless collaboration.

In today's rapidly evolving automotive landscape, seamless digital integration isn't just an advantage but essential for business success. Cox Automotive operated as a collection of isolated digital islands rather than a unified ecosystem. Despite being under one corporate umbrella, the 15 brands were hindered by disconnected systems, redundant processes, and technological barriers that prevented seamless collaboration.

Current Landscape Challenges

Breaking Down Barriers From Fragmentation to Unity

System Fragmentation

  • Multiple disconnected Salesforce instances

  • Inconsistent client reporting across brands

  • Manual data synchronization bottlenecks

Operational Inefficiencies

  • Complex role management across systems

  • Resource heavy cross brand process management

  • Limited cross-team visibility

Customer Experience Gaps

  • Fragmented servicer delivery

  • Inconsistent processing experiences

  • Multiple touch points for resolution

Areas of Opportunity

High Impact Opportunities

Through in depth analysis of user experiences and system interactions, I identified strategic opportunities within Cox Automotive's complex ecosystem. By leveraging Salesforce's native capabilities with our Golden Thread framework, the team and I transformed how 15 brands collaborate and operate as a unified enterprise.

Through in depth analysis of user experiences and system interactions, I identified strategic opportunities within Cox Automotive's complex ecosystem. By leveraging Salesforce's native capabilities with our Golden Thread framework, the team and I transformed how 15 brands collaborate and operate as a unified enterprise.

Through in depth analysis of user experiences and system interactions, I identified strategic opportunities within Cox Automotive's complex ecosystem. By leveraging Salesforce's native capabilities with our Golden Thread framework, the team and I transformed how 15 brands collaborate and operate as a unified enterprise.

Technology Intergration

  • Unify Salesforce Instances into single source

  • Streamline data flow between systems

  • Automate manual processes

Customer Value Creation

  • Improve service delivery consistency

  • Simplify processing experience

  • Enhance customer data visibility

Process Enhancement

  • Create standardized workflows across brands

  • Implement unified permission structure

  • Develop cross brand resolution tools

These strategic opportunities became the catalyst for the Golden Thread solution , a unified framework that transformed how Cox Automotive's 15 brands operate as a single, cohesive ecosystem.

These strategic opportunities became the catalyst for the Golden Thread solution , a unified framework that transformed how Cox Automotive's 15 brands operate as a single, cohesive ecosystem.

These strategic opportunities became the catalyst for the Golden Thread solution , a unified framework that transformed how Cox Automotive's 15 brands operate as a single, cohesive ecosystem.

Guiding Principles

Blueprint for Transformation

Progress Over Perfection

  • Prioritizing forward momentum and iterative improvements for fast delivery.

Platform First Approach

  • Leveraging Salesforce’s native functionality to create manageable future ready solutions.

Eliminate/ Minimize Manual Work

  • Focus on automation and streamlined processes to improve efficiency.

Platform First Approach

  • Leveraging Salesforce’s native functionality to create manageable future ready solutions.

Experience Led Solutions

  • Designing each interaction to enhance user efficiency and satisfaction.

Process & Methodology

Building The Bridge

Discovery Phase Impact

+

Stakeholder Interviews

+

Pain Points Identified

User Sessions

Core Service Workflows Mapped

User Personas

During the comprehensive discovery phase, three distinct service personas emerged from stakeholder interviews, user observations, and workflow analysis across Cox Automotive's brands. The patterns revealed in system interactions and pain points transcended individual brand processes, becoming the foundation for our unified solution design.

During the comprehensive discovery phase, three distinct service personas emerged from stakeholder interviews, user observations, and workflow analysis across Cox Automotive's brands. The patterns revealed in system interactions and pain points transcended individual brand processes, becoming the foundation for our unified solution design.

During the comprehensive discovery phase, three distinct service personas emerged from stakeholder interviews, user observations, and workflow analysis across Cox Automotive's brands. The patterns revealed in system interactions and pain points transcended individual brand processes, becoming the foundation for our unified solution design.

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Key insights from Case Solver persona:

"I need the best possible view of my case workload for the day in order to prioritize and manage my work."

"I need the best possible view of my case workload for the day in order to prioritize and manage my work."

"I need the best possible view of my case workload for the day in order to prioritize and manage my work."

Critical Pain Points:

  • Manual case escalation processes requiring intervention

  • Disconnected communication tools across systems

  • Duplicate data entry across multiple channels

  • Inconsistent case status tracking

User Journey Challenges:

  • Manual case creation and assignment

  • Complex cross-system workflows

  • Fragmented communication channels

  • Time-consuming status updates

Key insights from Senior Coordinator:

"There are too many cooks in the kitchen. Anyone can make updates to the POA which results in confusion and inconsistent information"

"There are too many cooks in the kitchen. Anyone can make updates to the POA which results in confusion and inconsistent information"

"There are too many cooks in the kitchen. Anyone can make updates to the POA which results in confusion and inconsistent information"

Critical Pain Points:

  • Inconsistent data across systems

  • Manual credit and cancellation processing

  • Lack of standardized workflows

  • Time-consuming reporting processes

  • Fragmented performance tracking

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Key insights from Performance Manager:

"Anything that causes a delay in opportunity is a pain point. We often have to rely on emails and spreadsheets to track and execute active pursuits."

"Anything that causes a delay in opportunity is a pain point. We often have to rely on emails and spreadsheets to track and execute active pursuits."

"Anything that causes a delay in opportunity is a pain point. We often have to rely on emails and spreadsheets to track and execute active pursuits."

Business Impact Areas:

  • Efficiency bottlenecks in credit/cancellation requests

  • Manual performance monitoring and reporting

  • Disconnected team communication

  • Complex cross-brand coordination

Key insights from a Team Lead:

Customer Satisfaction is my main focus. I rely on my past experience and ability to resolve difficult cases that have been escalated to me.

Customer Satisfaction is my main focus. I rely on my past experience and ability to resolve difficult cases that have been escalated to me.

Customer Satisfaction is my main focus. I rely on my past experience and ability to resolve difficult cases that have been escalated to me.

Critical Pain Points:

  • Manual case assignment and escalation processes

  • Fragmented communication across tools

  • Multiple system touch points for single case

  • Lack of unified case visibility

User Journey Challenges:

  • Manual email monitoring and case creation

  • Duplicate data entry across systems

  • Complex escalation paths

  • Inconsistent case closure processes

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Research Synthesis

The three personas revealed critical patterns across Cox Automotive's ecosystem: process fragmentation, system inefficiencies, and service delivery gaps. These insights drove the development of the Starter Thread, which became a foundational framework that converts these challenges into actionable service workflows, creating a standardized yet flexible approach for all brands.

The three personas revealed critical patterns across Cox Automotive's ecosystem: process fragmentation, system inefficiencies, and service delivery gaps. These insights drove the development of the Starter Thread, which became a foundational framework that converts these challenges into actionable service workflows, creating a standardized yet flexible approach for all brands.

The three personas revealed critical patterns across Cox Automotive's ecosystem: process fragmentation, system inefficiencies, and service delivery gaps. These insights drove the development of the Starter Thread, which became a foundational framework that converts these challenges into actionable service workflows, creating a standardized yet flexible approach for all brands.

Role Based Complexity

  • Need for unified credit/cancellation workflows

  • Performance managers require cross-brand visibility

  • Case solvers need streamlined day-to-day processes

Common Pain Points

  • Manual data entry and verification across systems

  • Lack of standardized processes between brands

  • Limited visibility into cross-team dependencies

  • Inconsistent communication channels

Opportunity Gaps

  • Automation of routine tasks

  • Standardized workflows across brands

  • Unified communication channels

  • Integrated performance tracking

Solution Framework

The Starter Thread

The Starter Thread converts guiding principles into actionable service workflows, creating a standardized yet flexible framework for all 15 brands. This baseline foundation implements industry best practices for global Salesforce deployment while establishing a transformative journey that serves the needs of all personnel across the enterprise.

The Starter Thread converts guiding principles into actionable service workflows, creating a standardized yet flexible framework for all 15 brands. This baseline foundation implements industry best practices for global Salesforce deployment while establishing a transformative journey that serves the needs of all personnel across the enterprise.

The Starter Thread converts guiding principles into actionable service workflows, creating a standardized yet flexible framework for all 15 brands. This baseline foundation implements industry best practices for global Salesforce deployment while establishing a transformative journey that serves the needs of all personnel across the enterprise.

Cancellation Thread
Credits Thread

Golden Thread Refinement

Iterative design sessions and stakeholder collaboration refined the Starter Thread's conceptual framework into the Golden Thread. The Golden Thread is an immersive digital experience transforming complex enterprise requirements into intuitive user flows. This interactive microsite bridges standardized functionality with organization-specific needs through purposeful information architecture and user-centered design patterns, establishing a scalable blueprint for the future state.

Iterative design sessions and stakeholder collaboration refined the Starter Thread's conceptual framework into the Golden Thread. The Golden Thread is an immersive digital experience transforming complex enterprise requirements into intuitive user flows. This interactive microsite bridges standardized functionality with organization-specific needs through purposeful information architecture and user-centered design patterns, establishing a scalable blueprint for the future state.

Iterative design sessions and stakeholder collaboration refined the Starter Thread's conceptual framework into the Golden Thread. The Golden Thread is an immersive digital experience transforming complex enterprise requirements into intuitive user flows. This interactive microsite bridges standardized functionality with organization-specific needs through purposeful information architecture and user-centered design patterns, establishing a scalable blueprint for the future state.

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Microsoft Design Elements

The interactive microsite was designed to showcase the enterprise transformation through four key components:

The interactive microsite was designed to showcase the enterprise transformation through four key components:

The interactive microsite was designed to showcase the enterprise transformation through four key components:

Vision Framework

  • Accelerating Speed to Value through unified Salesforce platform

  • Clear visualization of enterprise-wide service delivery

  • Interactive demonstration of cross-brand integration

Implementation Focus Area

  • Decrease Time to Service Open Issues

  • Increase in Customer Retention

  • Enable Collaborative Decision-Making

  • Automate Key Operations Through Process Forecasting

Guiding Principle Integration

  • Progress Over Perfection

  • Standardization

  • User Experience Front and Center

  • Eliminate/Minimize Manual Interventions

  • Radical Collaboration

Solution Architecture

  • Golden Thread workflow visualization

  • Salesforce configuration mapping

  • Credit and cancellation process flows

  • Best practices implementation

Solution Implementation

The Golden Thread framework was brought to life through detailed process flows and Salesforce implementation:

The Golden Thread framework was brought to life through detailed process flows and Salesforce implementation:

The Golden Thread framework was brought to life through detailed process flows and Salesforce implementation:

Process Architecture

  • Standardized workflow mapping across case types

  • Clear decision points and routing logic

  • Automated case progression paths

  • Integrated communication touch points

Salesforce Integration

  • Custom dashboard development

  • Real time performance metrics

  • Automated case creation and assignment

  • Unified reporting capabilities

Out-of-the-Box Optimization

  • Leveraged native Salesforce features

  • Automated case generation flows

  • Standardized case creation templates

  • Streamlined approval processes

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The Golden Thread Microsite

Unified Workflows

Standardized service delivery across all brands

User Journey

End-to-end visualization

Enterprise Integration

Seamless Salesforce functionality

Implementation Results

%

Manual Processes Eliminated

%

Stakeholder Alignement

+

Core Workflow Standardized

%

Cross brand Collaboration

Enterprise Impact

Key Achievements

Solution Architecture

  • Unified service framework across 15 brands through Golden Thread implementation

  • Standardized workflows transforming complex processes into intuitive user flows

  • Enterprise wide information architecture enabling cross-brand functionality

Enterprise Intergration

  • Scalable microsite framework documenting future-state service delivery

  • Transformed service delivery by automating critical workflows, driving an 80% reduction in manual processes

  • Seamless Salesforce implementation supporting organization-specific requirements

This enterprise transformation redefined how automotive organizations can achieve unified operations while preserving brand identity. The Golden Thread framework now serves as Cox Automotive's foundation for digital excellence, setting an industry standard for enterprise service delivery.

Teco

Teco

Teco

State of California

State of California

State of California

Available For Work

tdsibby1@gmail.com

Available For Work

tdsibby1@gmail.com

Available For Work

tdsibby1@gmail.com