Auto Trader UK
Digital Retailing
Connecting retailer tooling with consumer-facing flows — reservations, finance, and part-exchange in one coherent funnel.
OVERVIEW
Led UX direction for pilot retailers adopting digital retailing capabilities, reducing drop-off across handoffs between retailer CRM and marketplace surfaces.
CHALLENGE
Many stakeholders, one journey
Retailers varied widely in readiness; flows had to degrade gracefully while still producing complete orders for fulfilment.
THE APPROACH
DISCOVERY & INSIGHTS
Staff lived in spreadsheets and phone callbacks — surfacing stock and deal status digitally had to feel safer than their old playbook.
Retail partner interviews
INFORMATION ARCHITECTURE
Mapped retailer admin tasks vs buyer-facing milestones so both sides stayed synchronised across test drives, deposits, and amendments.
DESIGN SYSTEM & PROTOTYPING
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Specs covered responsive breakpoints, validation states, and API-driven empty states — enabling squads to iterate in parallel.