Streamlining Leased Vehicle Purchase Process
My role
UX Design
UI Design
UX Research
UX Strategy
Project length
4 months
Project 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.
Project Opportunities & Goals
Rather than treating title transfer as a series of disconnected tasks, we reframed it as a guided journey. The goal was to reduce cognitive load by giving customers one place to understand their status, required actions, and next steps.
Rather than treating title transfer as a series of disconnected tasks, we reframed it as a guided journey. The goal was to reduce cognitive load by giving customers one place to understand their status, required actions, and next steps.
Our Process
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 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.
Impact
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 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.
