Mercedes-Benz Title Tracker
Turning a fragmented vehicle purchase process into one guided experience
UX/UI Design · UX Research · UX Strategy · Information Architecture · Interaction Design · Prototyping
CLIENT
Mercedes-Benz Financial Services
YEAR
2025
SERVICES
UX/UI Design · UX Research · UX Strategy
INDUSTRY
Automotive
Overview
Give customers one place to understand what comes next.
Customers managing a vehicle title transfer had to move between document pages and email communications to understand their status, requirements, and next steps.
I helped redesign the experience around a guided stepper that brought progress, required documents, status, and next actions into one workflow.
The problem
Customers were managing the process instead of the product.
Research surfaced more than 15 points of friction across the existing experience.
Three issues consistently appeared:
Fragmented status
Customers had to piece together information across multiple touchpoints.
Variable requirements
Documents changed by state, making an already unfamiliar process harder to understand.
No sense of progress
Users couldn't easily tell what was complete, what was missing, or what would happen next.
Design response
Organize the experience around progress.
Rather than exposing the underlying administrative process, we reframed the experience around the customer's journey through it.
A step-based model created a single source of truth for:
current status
completed actions
required documents
unresolved items
next steps
From complexity
to guidance
Early concepts moved from wireframes through high-fidelity prototypes, with stakeholder feedback shaping each iteration.
The core design decision was to make progress visible at every stage, reducing the need for customers to interpret separate systems and communications.
Outcome
A clearer path through a complex administrative process.
The redesigned experience consolidated status tracking, document submission, and next-step guidance into a single workflow.
It gave customers greater visibility into the title-transfer process and created a stronger foundation for reducing avoidable support needs.
Impact
15+ points of friction synthesized into a unified experience model
The redesign moved the experience from:
Fragmented information → Centralized guidance
Unclear status → Visible progress
Disconnected requirements → Contextual information
Uncertain next steps → Explicit actions