Auto Service App for Stellantis
Overview
Stellantis car owners and dealership employees were using separate tools and channels to manage service-related tasks. This created a fragmented experience for customers and inefficient workflows for dealership teams.
This project focused on designing a unified digital ecosystem with two connected mobile experiences: one for car owners to manage their vehicle ownership journey, and one for dealership employees to streamline appointments, inventory, communication, and service operations.
Client
Stellantis
Role
Lead UX Designer
Duration
2+ months (August - October 2023)
Tools
Figma
Dealership Employee App: Integrated Dealer Portal
The video shows a snippet of how part managers can order individual parts that are urgently needed.
Impact
This project created a clearer and more connected service experience for both customers and dealership teams.
Key outcomes:
simplified the car ownership service journey by creating two connected app concepts for customers and employees
streamlined appointment booking, appointment confirmation, and parts ordering
introduced opportunities for AI-driven recommendations and data-informed dealership decisions
The problem
The existing service experience was fragmented across multiple apps, systems, and communication channels. Car owners had limited visibility into their vehicle, service appointments, and dealership communication, while dealership employees had to manage inventory, appointments, customer updates, and internal coordination across disconnected tools.
This created:
a fragmented experience for car owners
communication gaps between customers and dealership staff
inefficient workflows for dealership employees
limited visibility into appointments, inventory, and customer needs
missed opportunities to use data for better service and business decisions
The main challenge was to design a connected experience that could serve two very different user groups while making the overall service journey simpler and more efficient.
My role
As the Lead UX Designer, I was responsible for shaping the user experience across both the car owner app and the dealership employee app.
My work included:
mapping the current dealership service journey
identifying unnecessary steps, pain points, and communication gaps
designing wireframes, user flows, high-fidelity UI screens and prototypes
Process
1. Understanding the current journey
I started by mapping the existing dealership service journey. This helped reveal where users were switching between channels, repeating steps, or losing visibility.
Key findings included:
car owners had to rely on multiple touchpoints for simple service tasks
dealership employees had to switch between disconnected systems
service updates and communication were not centralized
appointment, inventory, and customer information were difficult to manage together
Current User Journey filled with multiple channels and unnecessary steps
In new user journey, most actions can be effortlessly completed within the apps.
2. Defining the users
The ecosystem needed to support two connected but very different user groups.
For car owners, the experience needed to feel simple, transparent, and reassuring. They needed easy access to vehicle information, appointment booking, service updates, and dealership communication.
For dealership employees, the experience needed to support speed, coordination, and visibility. They needed tools for appointments, inventory, customer communication, internal coordination, and analytics.
Condensed versions of the personas
3. Designing the app structure
I listed the key features users would need, then organized them based on importance and frequency of use.
The car owner app focused on:
vehicle overview
service appointments
dealership communication
upgrades and add-ons
service history
The dealership employee app focused on:
analytics dashboard
inventory management
appointment management
internal communication
customer interaction
parts ordering
This helped define the primary and secondary navigation for both apps.
Car Owner App: Stellantis Owner Platform
The video shows a snippet of how a car owner can schedule an appointment on the app.
Reflection
This project taught me that a smooth customer experience depends heavily on the tools employees use behind the scenes.
The biggest challenge was balancing two very different user groups. Car owners needed simplicity and reassurance, while dealership employees needed efficiency, visibility, and operational control.
It also helped me understand experience design as more than screen design. The real work was improving the system of interactions between people, tools, services, and operations.
