Cox Automotive: Driving business outcomes on the Enterprise Platforms UX Team
Role
I started as a UX design intern and was promoted to a full time UX designer.
Timeline
UX Design Intern: 5 months (June - Nov. 2021)
UX Designer II: 9 months (Nov. 2021 - August 2022)
Team
I worked on a cross-functional team of 3 UX designers, 6 developers, 3 business analysts, 3 solution architects, 2 product managers, and a release train engineer.
About my internship
I worked for 5 months as a UX design intern at Cox Automotive, a company comprised of 14 iconic automotive brands including Autotrader, Kelly Blue Book, Dealertrack, and Manheim.
Working on the Enterprise Platforms UX Team, I had the privilege of crafting solutions for thousands of service and sales reps across business units. My projects included end-to-end design of a self-service portal for 50,000+ customers, 5 interactive dashboards for sales leadership, and creation of an enterprise platforms design system.
Transitioning to full-time
I was promoted to UX Designer II in Nov. 2021 and worked full-time during a gap year from Stanford University. During this time I was lucky to be part of a brilliant team working on a multi-year, multi-brand CRM project estimated to save the company $3M per year. I gained invaluable experience working on extremely complex and technical enterprise problems, user flows, and business processes.
Highlights!
Facilitating usability tests with 24 frontline customer service reps and consolidating over 300 feedback items into actionable UX insights and development-facing user stories.
Serving as the lead designer and product owner on a self-service portal projected to reduce customer support calls by 15%, saving the company $481,000/year and the service team 8,000 hours/year spent working cases.
Getting to experience the fulfillment of using design to make someone’s job easier (“This is so much better than the old system!”). Doing enterprise UX design gave me an extra special connection to my users, who depended on my team’s systems to do their work 8 hours a day.
T H I S W O R K I S U N D E R N D A
If you’d like to learn more about my projects and outcomes achieved at Cox Automotive, please contact me.
More of my work:
S E L F I N I T I A T E D P R O J E C T • 2 0 2 1
Daisy: The daily walking app making accountability delightful, not daunting
S E L F I N I T I A T E D P R O J E C T • 2 0 2 0