Internal system for managers in dealership
ROSBANK
the challenge
Credit Automation
Managers used outdated XML files to capture data, which led to errors, slow scoring, and poor customer experience. I was asked to design a faster, more reliable system.
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Design process
Ran a design sprint: story mapping to define MVP (guided questionnaire, doc upload, scoring feedback)
Prototyped flows, tested with credit managers, iterated
Built a lightweight design system for consistency and handoff
Research
Observed managers at dealerships, mapped the end-to-end flow
Interviewed staff about pain points: repetitive fields
Used affinity clustering to group problems, abstraction laddering to reframe them around “speed” and “accuracy”
solution
Web app for credit managers to guide the customer through the questionnaire
Inline document capture and validation
Automatic scoring integration with clear “approved / review / rejected” states
Case history and notes for managers
impact
Reflection
Shadowing managers early gave the best insights. Replacing XML with a guided flow reduced friction instantly. A design system made it easy to extend features later without breaking the workflow
Streamlined Application Process
Application time per customer cut by 50% (40 → 20 min)
Improved Data Accuracy
Data entry errors down 14%
Elevated Customer Satisfaction
Credit managers reported +20 points improvement in satisfaction surveys
Optimized Turnaround Time
Scoring turnaround reduced by 35%
