Desktop and Tablet Web App 2022-2023
Desktop and Tablet Web App 2022-2023
Mercedes-Benz Mobility Infinite Platform
The Future of
Automotive Finance
Desktop and Tablet Web App 2022-2023
I was the design lead for INIFITE - an E2E automotive financial and leasing system in Mercedes-Benz Mobility. It serves the process from calculation, quotation, credit decision, contracting, and eSignature to vehicle handover. In Q3 of 2023, the business division generated revenue of €37.2 billion.
Skills
UX Strategy
User research & testing
Interactive prototyping
Heuristic UX audit
Stakeholders Management
My Role
Design lead
Timeline
Q3 2022 - Q4 2023
What's Infinite?
A financing and leasing system for contracts generation
Some numbers for context
280+
People are involved in the OneHouse, a key strategic initiative for MBM, with Infinite serving as the main front-end system.
50+
Cross-functional team - product owners, solution architectures, developers, quality assurances, scrum masters
26
Backend system
8
To be developed european markets in 3 years
1.5K+
Users
Context
Despite being a dealer-facing system, this project is crucial to the digital transformation of the automotive industry, with the potential to save nearly 1 million euros. As part of the OneHouse initiative, the system is already live in three Asian markets and has undergone multiple change requests.
A strategic decision was made to move the digital center from Asia to Europe and roll out the Infinite system across more than eight countries within three years. Due to complex financial and legal regulations, Infinite exists in three distinct versions for Asian markets. The development team now faces the challenge of creating a fourth version for Europe, requiring a unique look and user flow.
Recognizing the project's complexity, I organized meetings with the tech lead, product owners, and market representatives to understand their objectives and pain points. I emphasized the importance of establishing clear UX goals and prioritizing scalability rather than merely replicating the existing system.
We reached a consensus and aligned the timeline with the roadmap and PI planning, laying the foundation for evidence-based decisions derived from user research, analysis, and interactive prototype. This will lead to a design proposal supported by a new design system.
"Can you manage and enhance the usability in 3 Asian markets as we prepare to launch them in over two European markets next year?"
Project goal
Redesign a globally scalable system that streamlines the contract generation process, from leasing & financing to car delivery, while ensuring compliance with local financial regulations and digitalization.
Key matrics
Significantly reduce session duration, boosting productivity and accelerating task completion to meet OKR by Q4 2023.
The goal is to standardize the product across all markets, create modular components, and eliminate redundant information that can be shared across regions.
We aim to create a seamless digital experience for European markets, integrating online and offline interactions while adapting to local needs and regulations.
What we learned
The current Infinite is inconsistent and convoluted.
I interviewed over 20 colleagues and users and analyzed Infinite in Japan, Korea, and the Netherlands MVP to identify scalability challenges in European markets. This revealed that while new systems are developed efficiently for each market, these efforts lack visibility at the leadership level.
Major challenges
Low accessibility & convoluted instructions
Both external and internal users face a steep learning curve due to unclear navigation, ambiguous notifications, and error messages that make it difficult to locate each step.
Low productivity and user satisfication
The current user flow fails to handle complex use cases, from individual to corporate customers, causing users to spend excessive time on the system without completing their tasks.
Low product quality inconsistent visuals and complex flow discourage users from using the system
Each market has a unique look and experience for the same product, with inconsistent visual designs for steps like quoting, uploading documents, and signing consent, which confuse users and disrupt the process.
Usability and functionality
as UX strategy
After evaluating business viability, technical feasibility, and user desirability, we identified a tight timeline, the need for substantial improvements to the foundation, and the necessity for efficient operations.
I aligned UX priorities and the product roadmap with the POs and tech lead to emphasize usability, reliability, and functionality for the initial version.
Highlight the pleasurable experience.
DELIGHTFUL
USABLE
Build usable parts for dealers.
Simplifying the workflow, reducing the click, and making it seamless.
RELIABLE
FUNCTIONAL
Focus on functional and reliable UX & Stakeholder Management.
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Dynamic Process
I applied various design methodologies as needed, depending on the project's progress.
Host workshop to synthesize stakeholders opinions in the early stage
With over 50 stakeholders, workshops successfully integrate diverse opinions and ensure everyone's voice is heard.
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Final Deliverables
Redesigned the entire system using new design system
Overall, I redesigned the entire system, covering over 35 features, and introduced a new design system to enhance brand awareness, improve usability, reduce development time, and ensure consistency and scalability across markets.
Redesigning the document manager is a key improvement
Higher accessibility and functionality
A clear and modularized upload flow for credit applications and contract activation
The feature was designed based on user feedback and new market requirements. We proposed several solutions, including a standalone, scalable approach to separate the process from the overall journey.
However, due to time constraints and historical concerns, the proposal was declined. After discussions with product owners and engineers, we opted to focus on clear upload flows for different processes and introduced two main sections for specific and general document uploads as a compromise.
Before - drag and drop through the certain categories
After - highlighting the process and different use cases, I modularized the file upload system.
Due to policy and timeline constraints, we tested our hypothesis with internal users, confirming that highlighting major customers and processes aids user understanding. Simplifying key steps, streamlining the upload flow, and clearly displaying customer and document details improved clarity and decision-making. Users upload market-specific documents, with the contract activation tab becoming active only in the contract phase. Documents can be uploaded via drag-and-drop and organized into categories.
Simplified the toolbar for a more streamlined process flow
Reduce redundant element to enhance usability
The current sidebar combines pagination and navigation without clear separation, making it difficult for users to orient themselves. Given the limited number of sections, pagination may be unnecessary if the sidebar remains.
Before
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After - removed and simplified the side bar and moved it to the top
Restructured the signing panel, user flow, and information architecture for clarity
Increase the produtivity through clear guidance
User has to sign under 2 steps, to get quote approval and contract generation. The current signing panel has unclear guidance for where to sign and signing status.
Before
After - clarified the information to include signees, signee types, and an "Open to Sign" button, ensuring confidentiality and a sequential signing process.
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Redesigned main features
Reduced the completion steps from 7 to 5 and other 30+ features
Each feature was redesigned based on user insights, market requirements, and technical feasibility. The new design system has achieved visual consistency, improving usability. We invested significant time discussing functionalities with scalability and timeline in mind.
Search and Add Customers
Quotation & Calculation
Application
Global Search
Document Upload
Contracting
Invoice Upload
E-Signatures and delivery
Contraction Activation
Impact
We reached successful results by improving the existing features, and user flows and supporting the product launches to the new markets.
Raised brand awareness and customer loyalty
Business impact
We achieved the goal by scalability and simplification of 200+ stakeholders recognize this.
We raised 30 % of the automation on our system. Also, the penetration and the numbers of the leads
are increased.
Ease the accessibility for the dealers.
User behavior - KPI
Both the existing and new markets want to have the revamped version as soon as possible.
We want the new design in our market.
User Satisfaction
My Takeaways
Working end-to-end and collaborating with numerous stakeholders within a large organization has been a rewarding journey. The rapid pace of change allowed me to explore various design tools and processes from multiple perspectives in a short time.
I learned that understanding the complexity of backend systems is crucial for simplifying the user experience. Additionally, identifying key stakeholders and maintaining effective communication are essential for the success of the products.
Communication
Adaptability
Collaboration