CX Communications, Documentation & Redesign | Lithia & Driveway

Focus Areas: Journey Maps, End-to-end Communications, Content Standards

PROBLEM: Lithia Dealership Staff and Driveway Care Center Agents had over 300 email and text templates that could be sent as follow-ups to customers during their shopping/selling journey. Additionally, automated emails were outdated, did not follow proper design system standards, and were being delivered at inconsistent times.

APPROACH: Document. Partner. Break down. Redesign.

SOLUTION: Reconstructed communication experiences for the shop, sell, and trade-in journeys, including automated and manual emails, text, chat, and the My Driveway Account Center.

OUTPUT: Minimized touch points by 70%, reducing communication templates from over 300 down to 92. Sunset 33% of automated emails and redefined email trigger logic along with redesigning remaining email templates.

Here you’ll see a few redesigned email samples and the end-to-end user journey artifact I created to accurately reflect a user’s customer communication experience.

Crisis Communications, Covid-19 | Metabolic Meals

Focus Areas: Crisis Communications, Content Design

PROBLEM: During the Covid-19 pandemic, food sourcing, packaging, and safety became a top concern for customers, specifically around mitigating the risk of exposure to the virus.

APPROACH: Partner with experts. Adjust brand tone and voice. Prioritize content atomization.

SOLUTION: Drafted biweekly blog articles to address customer concerns. These articles were reviewed and approved by subject matter experts before going to market. Each article was broken down into smaller, micro content pieces that were circulated across all channels to provide timely and accurate information.

OUTPUT: One published article resulted in 15+ potential touch points for customers across all channels, including email, text, social, and web. Each micro content piece had a universal CTA to direct customers to the complete blog, ensuring a single source of truth for all business messaging regarding Covid-19.

Freeway Portal | Internal Tools & Resources

Focus Areas: Message Framework, Content Design, UX Writing

PROBLEM: Lithia and Driveway Dealership network did not have an internal platform to access customer service tools, receive business updates, submit tickets to the help desk, or engage with supplemental training content and materials.

APPROACH: Interview. Design. Test. Iterate.

SOLUTION: Designed an internal dashboard for our Driveway Care Center Agents to receive business critical updates and access essential tools, resources, and materials.

OUTPUT: Developed a framework and category tagging structure for business announcements and critical updates, and delivered a modular, CMS driven dashboard to account for future feature releases.

Program Management Training Series | Lithia & Driveway

Focus Areas: Program Management, Internal Communications, Instructional Content Design

PROBLEM: As a startup, Driveway lacked processes as a part of Agile framework, resulting in inaccurate reporting, incorrect work prioritization, and frequent team miscommunication.

APPROACH: Break down silos. Build connections. Create processes.

SOLUTION: Developed and managed a training series for org wide processes including, but not limited to: ADO work items, sprint planning, work refinement, and executive reporting.

OUTPUT: Aligned our engineering, product, and UX teams through establishing working agreements, and implemented successful stakeholder reporting with less than a 3% error rate.

Here you’ll see a few slides from a work item training on writing accurate Short Descriptions in ADO for reporting purposes, along with examples of the Project Plan template adopted org wide to effectively break down large bodies of work. Interact with these slides more closely by clicking the button below.