CDK Global – Drive Flex

Leading the $218.3 billion automotive retail industry

Overview

CLIENT

CDK Global provides end-to-end commerce solutions that automate and integrate every aspect of the automotive retail industry.

CDK Global Website

PRODUCT

DriveFlex DMS is an intuitive, cloud-based SaaS that offers dealers the flexibility of choosing management features to run their business more efficiently.

CDK Drive Flex

BACKGROUND

CDKs legacy Dealer Management System (DMS) was slow and difficult to operate with inconsistent user interfaces. In addition, it required special hardware to connect to its server, and came as a one-size-fits-all software suite that didn’t meet the needs of both large and small dealership clients.

PRODUCT STRATEGY

Redesign the original DMS, with an intuitive and simplified user interface, flexible service packages, and hardware-free, cloud-based accessibility.

OPPORTUNITY

CDK saw an opportunity to redesign their DMS to provide an improved user interface, modern technology features, and flexible service packages to better fit business needs.

ROLE

Product Designer for the following teams within Drive Flex: Payroll, Sales and F&I, and Component Design Library

Download project overview

Upon validating our assumptions and ideas with users, the following key findings were identified:

Findings

KEYBOARD FUNCTIONALITY

Users were accustomed to using a keyboard while utilizing the original DMS application. This required our team to design DriveFlex in such a way that users could still use a keyboard for the most commonly used functions, such as navigating the table grids and using contextual search.

DATA FILTERING

As preferences varied regarding the amount of information being displayed, users wanted an option to individually filter and manage the information shown within table columns.

MANAGING TABLE DATA

Users needed a simplified and more efficient way of searching, adding, and managing data within the table columns.

CDKs $2.73 billion revenue and 28,000+ clients were leveraged on the Dealer Management System redesign.

KEYBOARD FUNCTIONALITY

The application was designed to enable users to continue using keyboard commands to perform the application’s most commonly used functions.

The example shows a contextual search workflow which primarily uses keyboard commands. Also Drive Flex keyboard navigation primarily follows the Keyboard Testing table from WebAim.

Features

DRIVE FLEX SaaS

To provide users with an efficient and simplified operations system, Drive Flex DMS includes fourteen powerful management, efficiency, and security features to manage every aspect of dealership businesses.

PAYROLL ETC – EMPLOYEE TIME CLOCK

Electronic Time Clock (ETC), the single most-used function of the Dealer Management System, provides dealerships with a simple and reliable way to track, report, and calculate employee work hours and payroll using an identification login system.

Prototype

PAYROLL ETC – SUPERVISOR WORKFLOW

The supervisor workflow within ETC allows dealership supervisors to manage, update, and edit the employee hours worked.

Prototype

PAYROLL ETC MATCHING – SUPERVISOR

Payroll ETC Matching allows supervisors to match and manage the data that they receive via third-party sources.

Prototype

PAYROLL SETTINGS

Payroll Settings enables supervisors to configure and control all of the payroll functionalities within Drive Flex DMSaaS.

Prototype

SALES AND F&I OPERATIONS

Sales and F&I Operations provides automotive dealerships with the resources needed to manage their sales, finance, and insurance departments.

SALES AND F&I OPERATIONS – DEAL TRACKER

Deal Tracker allows Drive Flex users to manage and track their vehicle deals, including vehicles sales history and customer financing and credit options.

Planning

SEEING THE BIG PICTURE

The information architecture of the original DMS presented a holistic overview of the application. This overview was necessary to plan and establish the product strategy.

Discovery

IDENTIFYING THE USERS

By conducting formative research our team was able to identify all of the DriveFlex users, including their user roles, the department they belong to, and how they interact with the application.

UNDERSTANDING THE APPLICATION

A heuristic evaluation provided an overview of the application workflow, and highlighted the pain points and usability issues within it. This established the functionality and usefulness of the application’s features, and helped identify and assess the adequacy of the current solution.

BUILDING A RELATIONSHIP WITH USERS

To build a relationship with users and understand their goals, objectives, and pain-points each team within Drive Flex conducted one-on-one user interviews, and contextual inquiries by observing users in their daily tasks. To empathize with the users, we developed personas for each user type.

Sales and F&I usability script

ENHANCING THE WORKFLOW

Application flowcharts illustrated and documented the sequence of actions performed by users while completing tasks within a specific DriveFlex module. This helped our team account for the required use cases for each of the workflows.

Example shows the flowchart of a supervisor using the ETC function within Drive Flex Payroll.

USER VALIDATION TOOLS

Offering simplicity and low cost, wireframes were used during usability testing sessions to make quick iterations as we identified which functions best served user needs.

BUILDING THE DESIGN SYSTEM

Our team composed a library of preset design components within the design system. This component design library helped accelerate the design and development process by providing an agile structure that was able to accommodate rapid iterations.

Example shows part of Drive Flex’s design system

“The simplified processes allow us to spend more time with customers – that’s big, especially when it comes to providing a better customer experience and driving customer satisfaction.”

PAM GUYER – CONTROLLER, KINDRED CHEVROLET