I have been working on updating the Dealer Delivery App (DDA). When working with the previous version of the application, dealers had to use two systems DDA and MmcR. There was often confusion that resulted in dealers not being able to properly connect or activate vehicles. It was also necessary to simplify the process of creating an account, pairing cars and activating connected services.
‍
Using the opened access to the API, the new application managed to combine the two systems in one application, which significantly improved the quality of the dealership. Based on research with interviews with dealers and user analytics, we slightly reduced the number of pages in the application. I also did a visual redesign to make the app more consistent with the brand style.

Our project team, including a UX designer, product manager, product director, and front-end developer, collaborated in sprints, with daily stand-ups and weekly progress reports presented via Webex. We developed two types of reports: initial low-fidelity prototypes for client feedback, and subsequent high-fidelity versions aligned with the Style Guide.

InVision was crucial for A/B testing and early feedback, while Principle was used for creating animated prototypes, aiding in realistic interaction discussions and client presentations. This approach was instrumental in refining the DDA's user interface.

The main page of the application is visited most often, so I started with it. Dealers often found it challenging to navigate between different types of car delivery cards and use search function. This was especially true for new employees who had to master the application for a long time, which increased the time when he began to work independently. Also, each action threw the user to a new screen with additional information, and this often confused users.
‍
As it turned out during the interviews with dealers, the interaction with the application was not intuitive but learned, and they often used "Need Help" button. After observation, I decided to put ticket creation CTA at main position, arrange the main sections of tickets into convenient tabs, and also added a ticket search tool in the same tab section. I moved all the secondary functions to the navigation menu.

A fundamental process for preparing a car delivery is the process of preparing tickets, which consists of several stages. In the older version of the app, I noticed the use of a linear progress bar, which was the right solution. I began to think about what could be added to this process to improve it. Firstly, I grouped the individual steps of creating tickets into groups. At first, it turned out five, but in the end, we simplified it to three steps.
‍
I marked these three groups on the indicator and signed the names of the steps, which helped the dealers to clearly understand all the actions that needed to be carried out. I also made them clickable, allowed them always to go back and check the correctness of the entered data. It also became possible to stop at any of the steps and later continue from that place.

Before delivering the car, the dealer had to check the delivery ticket with primary data: customer name, delivery time, model, VIN, dealer name. It is also necessary to activate the MMC service. To do this, I created a convenient “Activation Status”page where dealers can check the connection status of all services at the same time before delivery.

Mercedes me connect an essential tool for the company. It is connecting the driver with the car using a mobile phone. Using the app, you can start the vehicle remotely, view vehicle data such as mileage, tire pressure, fuel level, book an online service inspection, and much more.
‍
The app also provides access to the Mercedes-Benz concierge, a personal assistant who can help with reservations, tickets, travel arrangements, etc.This function can only be activated by a dealer in a dealer center, in the presence of a customer. To do this, it was necessary to add a step with the activation of the service via SMS that comes to the client's number when the service is activated. I also divided a process to clear and simple stages, so clients did not feel too busy from the process of interaction with this process.

On my previous projects, I used Zeplin as a main way to communicate with the developers. This time I decided to use the new functionality that appeared in InVision - Inspect Mode. It allows you to turn design into code by automatically converting prototypes into design specifications - all with one InVision account.
‍
This saved me from using the additional Zeplin application. It also allowed developers to comment on the design and share what is technically possible right on the pages of the prototype.

After the Refresh of DDA, the initiative has led to a notable transformation in dealership operations and customer interactions:

53% Increased Dealership Engagement
A remarkable rise in dealership usage, adding 109 dealerships post the Short/Medium Term releases.

175% Boost in Deliveries
The number of completed deliveries through DDA has increased dramatically, reflecting increased efficiency and customer satisfaction.
‍
227% Elevated Mmc Activations
The number of MMC activations via DDA has increased significantly, reflecting better integration and usability.

In summary, the Mercedes-Benz USA Dealer Delivery App redesign aimed to simplify and streamline the car delivery process for dealership staff. By reorganizing the dashboard, condensing ticket creation steps, and ensuring smooth activation of essential services like Mercedes me connect, the app became more intuitive and efficient.

Our collaborative approach, utilizing InVision for prototypes and Inspect Mode for seamless design-to-development handoff, ensured clear communication and swift progress. Animated prototypes showcased live functionality, enhancing discussions with both developers and clients.

Overall, our focus on user experience enhancements aimed to empower dealership staff with a user-friendly tool, ultimately contributing to a smoother and more satisfying car delivery experience for customers.