Deal Central UX Framework

Automotive dealer software requires continuous evolution to meet changing market needs, particularly in deal workflow management. As new capabilities were being added to Deal Central, our flagship deal management platform, there was significant risk of experience fragmentation and UX debt. The product faced complex challenges:

• Supporting new multi-vehicle and multi-scenario comparisons without disrupting existing workflows
• Maintaining UX cohesion while individual teams delivered roadmap features in parallel
• Ensuring consistent treatment of deal states, progress tracking, and milestones across the platform
• Creating a foundation that could evolve while maintaining architectural integrity
• Balancing immediate tactical needs with long-term strategic direction

Strategic Importance

Deal Central was a mission-critical application for Cox Automotive, representing significant revenue and strategic value. We had to build fast in a sustainable way. The organization needed an approach that would:

• Reduce friction between agile delivery and coherent UX
• Prevent costly rework stemming from uncoordinated design decisions
• Establish clear standards that could guide multiple teams simultaneously
• Create a shared vision to align stakeholders across departments
• Build a foundation for major upcoming features while supporting immediate needs

Jesse is not put off by complex problems or large projects; rather, he thrives from these challenges. He is rigorous in his approach and efficient in his execution.

New Deliverable Concept

I defined a new, evergreen deliverable—the User Experience Framework—to provide teams with tools needed to establish and maintain an aligned, cohesive user experience at the product level. Unlike traditional deliverables that focus on individual features, or Design Systems that provide enterprise building blocks, this framework would:

• Document high-level interaction patterns that span multiple features, built with Design System components
• Define core user flows and key screen archetypes
• Establish consistent object models and data relationships from a UX perspective
• Provide visual and interaction design direction while allowing for flexibility
• Create a "North Star" vision while accommodating iterative development

Cross-Functional Alignment Workshop

To build consensus and gather diverse perspectives, I guided my team to:

• Host a two-day workshop bringing together Product, UX, Engineering and Architecture stakeholders
• Create structured activities to define the deal hierarchy and identify key workflows
• Document decisions and rationales to create shared understanding
• Built relationships that would support ongoing collaboration

Strategic Research Integration

Rather than building the framework on assumptions, I ensured it was grounded in user needs:

• Integrated findings from previous research studies into framework development
• Designed focused research to validate framework concepts with users
• Used research insights to refine critical aspects of the framework
• Employed data-driven decision making for key design choices
• Created feedback loops to continuously improve the framework

Jesse has a really, really deep knowledge of interaction design, human psychology, and developing and managing high-performance product teams. He’s on another level.

Deal Central UX Framework Components

My team delivered a comprehensive framework containing:

• Conceptual Models: Visual documentation of the deal hierarchy and object relationships
• Interaction Patterns: Standard approaches for common tasks across the platform
• Information Architecture: Organization of content and functionality across the product
• Design Direction: Two distinct options for handling multi-vehicle and multi-scenario comparisons
• Evolution Path: Strategy for transitioning from current to future state

Multi-Scenario Approaches

The framework presented two strategic options that differed in how they would handle multi-vehicle and multi-scenario comparisons:

• Option A: Integrated comparison view within main user interface
• Option B: Specialized, discrete comparison workspace

Each option was fully detailed with pros, cons, technical considerations, and implementation implications.

Deal Hierarchy Definition

As part of the framework, I instigated work to document and define the Deal Hierarchy. My team:

• Produced a tree map capturing Product and UX's point of view
• Shared this definition with Architecture to ensure technical alignment
• Created visual models to communicate complex relationships
• Documented terminology standards to ensure consistent communication

Immediate Strategic Alignment

• Successfully aligned Product, UX, Engineering and Architecture on approach to major roadmap items
• Created a shared understanding of the deal hierarchy across teams
• Established a foundation for consistent design decisions
• Enabled parallel work streams while maintaining cohesive user experience

Research-Driven Direction Change

• Insights from user research on the framework fundamentally changed our architectural and engineering direction
• Prevented rework that would have been orders of magnitude more expensive than design revisions
• Validated key assumptions before significant development investment
• Identified previously unforeseen user needs that influenced roadmap priorities

Long-Term Value Creation

• Established an evergreen artifact that continues to guide development
• Created a virtuous circle of long and short-term thinking
• Preempted UX debt by preventing inconsistent implementation
• Built a foundation for future capabilities while supporting immediate delivery
• Set a precedent for strategic UX planning that influenced other product areas

Beyond the specific Deal Central improvements, the UX Framework approach:

• Established a new standard deliverable that is now being applied to other products
• Created a model for embedding strategic UX thinking within agile delivery
• Demonstrated the value of cross-functional alignment in early product planning
• Showcased how research can influence architectural decisions
• Provided a template for balancing long-term vision with incremental execution

• Strategic UX Requires Cross-Functional Buy-in: The framework succeeded because it was developed collaboratively with all stakeholders, not imposed by UX alone
• Research Timing is Critical: Early validation prevented expensive rework by catching issues when they were still inexpensive to fix
• Options Create Alignment: Presenting distinct approaches with pros and cons facilitated better decision-making than a single recommendation
• Frameworks Must Evolve: Building in mechanisms to keep the framework current ensured its ongoing relevance
• Balance Detail and Flexibility: The most successful aspects of the framework provided clear direction while allowing for adaptation