DRM TOOLKIT
How might we give Dealer Relationship Managers (DRMs) superpowers to find the right information during Dealer visits?
Reduce Preparation Time
Time spent logging in generating reports and guessing what the Dealer may be looking for.
Greater Collaboration
Greater collaboration through tool by allowing messaging and blogs from DRMs.
Strengthen Dealer Relationships
Able to quickly answer Dealer questions while on visit.
ROLE:
Sole UX/UI Designer on Business to Employee Team at Mercedes Benz Financial Services.
TIMELINE:
3 months to redesign and built upon in an agile fashion to reach new business goals for entirety of time with Mercedes Benz Financial Services.
O’ That Hamburger Menu
The first pilot app was built for an innovation challenge, though gaining traction with users, however it lacked any formal user experience expertise including hierarchy and information architecture, everything was stuffed in hamburger menu.
“When you think of the number of dealerships and deals under consideration on a daily basis, there can be an overwhelming amount of data for DRMs to sift through. Our team was challenged to answer the question: How do they efficiently find the specific data they need?”
Brielle Maxwell, B2E UX Designer
“We focus our dealer visits around 4 potential topic passenger cars, first class products, vans or wholesale.”
Derek Clark, DRM
To solve the hamburger menu issue, I created a set of activities to find the resources needed on the home page. I led a prioritization activity with DRM advisory board to group available resources as must, should have, could have and won’t have on the home page. This working group were subject matter experts who previously or currently held the role of a Dealer Relationship Manager.
Why it Matters
- Time spent on road 76%
DRMs are on the move, in the field, conducting business from wherever they happen to be at the time, enabling digital tools would streamline their activities, reduce prep time and allow them to spend more time maintaining strong relationships with dealers.
Communicating the Story
Telling the success of DRM to the organization was an important part of bringing digital transformation to the forefront.
Development
I created high fidelity designs in Sketch and then created prototypes in Invision to allow the iOS engineers to inspect the styles, spacing and grid.
I collaborated closely with the iOS engineers and reviewed each feature’s final flow and interactions before release.
Introducing DRM Toolkit 2.o
View the full prototype.
DRM Toolkit recieved praise across the organization, through it success it became a daily tool for Dealer Relationship Managers.
“The information available in the DRM Toolkit makes our jobs more efficient and also presents Mercedes Benz as a forward-thinking, technology-focused company,” says Melissa Newell, DRM in the Northeast Region. From aftermarket product information and program, to rates, residuals, passenger car metrics and overall dealership vans performance, the DRM Toolkit has become my lifeline,”
“The principal element of the app that I enjoy as a DRM is the ease of use,” says Paul Schreck of the Northeast Region, who especially likes how the tool keeps him organized with convenient tabs, links and quick access to reports that he needs on a daily basis.
Today DRM Toolkit 3.0
The iphone version of the app was introduced in September of 2019.
Prep Time
From 8 hour to 1hour 30 mins
Daily Use
App adoptions: 87% of field reps visit more then once daily to perform job functions