Streamlined Case Management for Dealership Networks

A global automotive brand needed to modernize its fragmented case management experience across regional dealerships.

The environment included:

• 12+ disconnected legacy systems

• 5 distinct case types across business units

• Lack of dynamic forms or centralized UX

I led the UX track to design a unified experience using Salesforce Experience Cloud, AutoCloud, and Omnistudio—despite having no access to a dev org or usable documentation.

Approach

• Facilitated design thinking workshops with 18+ stakeholders across 6 months

• Conducted 2 in-person dealership site visits and 4 virtual observation sessions

• Delivered 200+ wireframes and prototypes to socialize and refine the flows

• Developed 5 user flows and 40+ dynamic forms mapped to internal business rules

Design Highlights

• Created a custom VIN lookup component for dealerships using Omnistudio

• Implemented black-and-white wireframes to emphasize functional logic over styling

• Built a “Plan on a Page” roadmap in Mural to maintain alignment with multiple stakeholders

Dynamic Form Logic

Omnistudio forms were tailored to business rules using validation and Flow for case types such as:

• Parts Inquiry

• Connected Services

• Warranty

• Customer Relations

• Campaign Inquiry

Impact

“Easy, simple, cool, straightforward and user-friendly. Major step up from the current set up.”

— Salesforce AutoCloud Client