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Mercedes-Benz Title Tracker

Turning vehicle interest into higher-quality leads.

Research · UX strategy · Interaction design Prototyping · Experimentation

CLIENT

Mercedes-Benz Financial Services

YEAR

SERVICES

Web design

INDUSTRY

Automotive

Overview

Mercedes-Benz Financial Services customers were managing a multi-state title and purchase process through a two-tab document system and an email message center — with no clear indication of where they were, what was missing, or what came next. I led UX from discovery through delivery, replacing that fragmented experience with a guided stepper that gave customers a single source of truth for documents, status, and next steps.

Mercedes-Benz Financial Services customers were managing a multi-state title and purchase process through a two-tab document system and an email message center — with no clear indication of where they were, what was missing, or what came next. I led UX from discovery through delivery, replacing that fragmented experience with a guided stepper that gave customers a single source of truth for documents, status, and next steps.

The problem

Fragmented Experience
Customers navigated multiple pages and email communications to understand status.

Unclear Requirements
Documentation requirements varied by state and were difficult to understand.

No Progress Visibility
Users couldn’t easily determine what was complete versus what still required action.

Fragmented Experience
Customers navigated multiple pages and email communications to understand status.

Unclear Requirements
Documentation requirements varied by state and were difficult to understand.

No Progress Visibility
Users couldn’t easily determine what was complete versus what still required action.

Design response

Treat the experience as a set of testable hypotheses.

Rather than redesigning the form once and assuming the problem was solved, I explored variations across form length, information sequence, and interaction model.

The goal was to understand which changes actually improved conversion rather than relying on design preference alone.

Key Decisions

Reduce effort without removing useful context

I tested different amounts and sequences of information to find where additional dealership context stopped justifying the effort required from the customer.

Test visibility as well as content

Modal and slide-in patterns created different tradeoffs between prominence and continuity. Both became hypotheses to evaluate rather than subjective design choices.

Impact

The design process was highly collaborative between stakeholder and design teams from start to finish. Early in the project, our research team conducted stakeholder interviews and identified over at least 15+ pain points based on team member feedback. These pain points were organized into broader themes that guided our iterative design process.

Throughout the design process, we tested every version of our design, from wireframes to high-fidelity designs and clickable prototypes.

The redesign transformed a fragmented administrative process into a guided digital experience. By consolidating status tracking, document submission, and next-step guidance into a single workflow, customers gained greater visibility and confidence throughout the title transfer journey while reducing reliance on support channels.

The design process was highly collaborative between stakeholder and design teams from start to finish. Early in the project, our research team conducted stakeholder interviews and identified over at least 15+ pain points based on team member feedback. These pain points were organized into broader themes that guided our iterative design process.

Throughout the design process, we tested every version of our design, from wireframes to high-fidelity designs and clickable prototypes.

The redesign transformed a fragmented administrative process into a guided digital experience. By consolidating status tracking, document submission, and next-step guidance into a single workflow, customers gained greater visibility and confidence throughout the title transfer journey while reducing reliance on support channels.

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