Dealer Onboarding

Problem

Dealer Admins and Dealer Reps struggle to complete onboarding efficiently because the legacy onboarding system is slow, unstable, and fragmented across multiple applications, resulting in delays, manual work, and frustration.

Dealer Admin Pain Points

• Admins worked in a legacy system that was slow, outdated, and unreliable.
• Basic actions like saving required workarounds, such as fully exiting a screen.
• Admins had to switch between multiple tools to complete a single workflow.

Dealer Rep Pain Points

• Reps have view-only access within the system, they rely on Admins to make basic updates, such as correcting phone numbers or dealer details.
• Lack of history made it difficult to understand when or why updates occurred.
• Visibility into deactivated dealers to understand past relationships was not easy to find.

Goal

The goal was to retire the legacy application, streamline a fragmented workflow, and bring all onboarding tasks into a single modern application, creating a centralized experience.

Solution

I redesigned the onboarding experience into a cohesive workflow that streamlined all onboarding tasks into one application. Screens that naturally belonged together were consolidated, outdated fields were removed, and new fields were introduced to reflect current business requirements.

An integrated search was added so users could find Dealers and Partners directly within the system, eliminating the need to switch to another application. I also created a dedicated section for Refinance Partners, whose workflows closely mirror Dealers but require different inputs.

To support day-to-day work, I introduced features such as document upload, notes, and history, allowing users to complete onboarding tasks seamlessly within a single application.

Process

Discovery

• Interviewed Admin and Dealer Rep users and stakeholders
• Conducted workflow observation to understand friction points
• Mapped the end-to-end onboarding flows

Design

• Collaborating closely with the Product Owner, users, and stakeholders, I determined which fields and screens were essential and removed or combined unnecessary ones.
• Created a section for Refinance Partners, whose workflows follow a similar pattern to Dealers but require different inputs.
• Added new fields and features to meet current requirements such as search, notes, history, and document upload.

Prototype

• Created a prototype of the consolidated workflow with new features like search, history, notes, and a section for Refi Partners.
  

Outcome