American Car Center
Transforming American Car Center’s Digital Car-Buying Experience
During the summer of 2022, I worked with American Car Center (ACC) to improve the customer experience across their nationwide automotive leasing network. Our goal was to create a seamless, omni-channel journey that made it easy for customers to move between the web platform and in-person dealerships based on their needs and preferences. The redesign focused on making the leasing process more intuitive, empowering customers with a smoother, more personalized experience at every touchpoint.
CONTRIBUTORS
Sean Bossardet
Patrick Zhou
MY ROLE
UX Researcher
UX/UI Designer
User Research
Who are our typical users?
Through the combination of many interviews, surveys and additional research provided by ACC, we were able to pinpoint ACC's main consumer demographic. The typical ACC customer is budget-conscious and they likely have an immediate need for a vehicle.
Insights
What are the problems we can solve for?
1. Improve the web experience of ACC so that costumers can go through most of the leasing process at home.
2. We will focus on supporting an omnichannel purchasing process.
3. We aim to increase user task completion rates and reduce bounce rates on the ACC site.
HOW MIGHT WE...
Utilize ACC's online presence to enable users to complete the majority of car lease steps digitally, while streamlining the leasing process for prospective customers?
Information Architecture
Design System
We created a design system for ACC from scratch and implemented it throughout the website to ensure visual consistency.
ACC Improvements and New Features
The New ACC Website
SEARCHING BY DEALERSHIP
Users can filter cars by make, model, price, and dealership location to find the match for their needs.
GETTING APPROVED
Users can complete most steps from the comfort of their own home as many application steps are digitized.
DIRECT CONTACT FROM DEALERSHIP
To streamline the purchasing process, users can fill out a form requesting an associate from a specific dealership to reach out to them and help them find a car that meets their desires and budget requirements.
Take a look at my Figma file, you'll find all screens and also web/tablet/mobile prototypes!
View Figma File
