BMW Financial Services
Designing a platform for dealers to secure financing through BMW.
BMW Financial Services had a simple mission: drive more sales of loans and leases by offering timely, competitive offers to customers looking to purchase or lease a BMW.
Overview
In order to compete with loans from private banks, and to ensure that leases were properly aligned with customer’s credit background, BMW needed to streamline their outdated processes and bring their InfoBahn system into the modern age.
The result was a year plus effort of diving deep into the world of credit applications, vehicle remarketing, and dealership logistics. The InfoBahn system is used throughout BMW dealerships as the primary tool for obtaining new and repeat customers within BMW Financial Services.
Business Goals
Streamline the process of obtaining quotes and contract from BMW Financial Services to drive business.
User Needs
Support Finance & Insurance (F&I) managers in securing quotes and contracts through an intuitive, easy to follow experience.
Technical Contraints
Quoting and contracting platforms often require input from offsite financial auditors while dealers process more involved financal requests.
A framework to support the platform
In order to create a scalable digital product, I worked closely with the product team at BMW to create a scalable system of navigational menus, notifications and dashboards that would ensure all touchpoints where easily accessible.
Improved searching for customer communications
BMW dealers are incentivized to stay connected to their customers – after all, every touchpoint is an opportunity to sell or lease their next vehicle. In support of this I created a robust customer search, with the ability to save filtered results and easily repeat searches for groups of valued customers.
Credit applications, vehicle inspections, and remarketing
There are many tools available in the InfoBahn system that required iterative design sessions, user testing, and redesign to get right. The credit application process was turned into a workflow, to provide clear steps for gathering user data. The vehicle inspection process was designed with tablet in mind, to support dealers in preforming on-lot vehicle inspections.
Userflows to resolve complexity
Throughout the process userflows where designed ahead of solutions to ensure that the navigational pathways where clear. Before and after userflows helped to contrast the impact simplifying these pathways would have.
