Making dealer performance legible for the teams who support them.

When I started at TrueCar, Salesforce was driving most of our data insights across the experiences that run the business. While we were limited in both what data was displayed and the level of UI customizability, there was a clear opportunity to improve information organization and clarify the interface.

Ideally this would have been a deeper, more intentional project, grounded in understanding jobs-to-be-done so the data's narrative read more efficiently. Given the scope and state of the experience before, simply making it more readable with better data visualizations and a cohesive style system was determined to be the right first step.

Created for the team supporting our dealership customers. This information helped TrueCar advise dealers on their performance, per dealership as well as benchmarking in their local market, along with pricing strategy relative to TrueCar's market pricing data.

Used by TrueCar's customer care call center in Austin, TX. This team handled all consumer support with a goal to reduce time per customer while providing a more efficient experience.

The main jobs-to-be-done the redesign improved:

• Quickly input new support issues
• Quickly find and recall existing issues
• Efficiently disseminate context on open issues