Vitae (CV)
NYO
TEAM: ERIC LEE | TOMMY MA | MAHDI TASFIN
ROLE: UX RESEARCH / UX/CX DESIGN / SKETCHING / PROTOTYPING / VISUAL DESIGN / BRANDING / AI / ML / AUTOMATION / CRM INTEGRATION / LEAD QUALIFICATION / COMPETITIVE ANALYSIS / AGILE / MVP DEVELOPMENT / CREATIVE STRATEGY / DIGITIAL STORYTELLING
● Quanity how slow, scattered follow-ups drain revenue and erode CX.
● Funnel eight big ideas into one high-impact MVP: Lead Management and Communication.
● Shape NYO’s voice, visuals, and AI flows so every interaction feels seemless and human.
● Outline the feature roadmap, metrics, and rollout strategy for our launch partner.
● Inquiries pour in from AutoTrader, Facebook, SMS, email, and walk-ins, yet each lives in a different inbox or spreadsheet.
● Crucial details (budget, language, financing needs) get buried or never make it into the CRM, so every hand-off feels like starting over.
● The average lead waits hours—or days—for a reply, giving shoppers time to move on to a competitor.
● CRMs record what happened after a test-drive, but offer little insight into the messy, high-stakes pre-sale phase where most leads disappear.
(PROVING THE PROBLEM EXISTS)
● 90 % of shoppers prefer a dealer that lets them start the process online; today they visit just 1.4 dealerships on average.
● Top-performing stores answer within 5 minutes, highlighting the competitive gap.
● Industry benchmarks reveal 27 % of leads receive no contact whatsoever, and the average close-rate on qualified leads is only 12.4 %.
(How we turned a sprawling vision into a focused MVP)
● We began with an 8-component universe (lead management, customer insights, payments, CRM sync, analytics, gamification, etc.).
● Each sticky represented a pain-point we heard in discovery interviews: “slow first response,” “no single view of the customer,” “manager blind spots,” and more.
● Goal at this stage: capture every idea without judging scope.
● We sorted all of our stickies into thematic buckets
● Patterns surfaced quickly: communication gaps dominated both staff and customer complaints, touching six of the eight buckets.
●A single question emerged: “If we fix communication first, how much downstream friction disappears?”
● Lead Management & Communication scored highest impact and mid-high feasibility—a sweet spot for an MVP.
● Other clusters (e.g., payments) were high impact but required banking compliance, pushing them to later releases.
● We walked stakeholders through Jane’s story.
● Result: unanimous agreement that if Maggie can own every off-lot touch-point, dealerships solve their biggest leak—leads that ghost.
● High ROI, low lift: A single percentage-point uptick in close-rate pays for the platform across a store’s yearly volume.
● Foundation first: Lead Management and Communication generates the raw interaction data our future analytics and retention modules will mine.
(WHO BENEFITS AND WHY)
OPENROAD AUTO GROUP
Success KPI: API handshake and CRM sync.
Success KPI: Average first-response: < 5 minutes (baseline 2 hours).
Success KPI: 90% of leads assigned to “right” salesperson (manual override < 10%).
Success KPI: 100 % lead profiles enriched; 0 leads dormant > 48 hours.
Success KPI: + 2 percentage points for appointment set rate < 60 days.
OPENROAD AUTO GROUP
●One AI voice + unified follow-up cadence across 34 stores.
● Pipeline dashboard shows why leads ghost before they hit the lot (CRM blind spot today).
● Nyo absorbs after-hours and first-touch tasks that Business Development Centres (BDC) can’t.
●All interaction data feeds back in to their Customer Data Platform (CDP), unlocking future personalization.
(LEARNING FROM IT, BUT ALSO LEAPING PAST IT)
(SHIFT FROM A BUSINESS CASE TO A TANGIBLE PRODUCT)
Seemlessly Capture
&
Qualify Leads
Qualify Leads
Automatically respond to leads within minutes using our AI-powered sales assistant for realistic and personal interactions.
with Customer Summaries
Receive a detailed customer summary from the initial interaction, enabling a seamless handoff and effective deal closing.
Effortlessly Schedule, Manage & Notify Customers
Easily manage and schedule appointments, automatically notify your customers, and keep everything in sync with calendar integration.
Easily integrate with your current CRM tool to manage customer inquiries like availability.
— Grand View Research (2022)
“Mobile ticketing applications can also be used by sports, event, and music concert organizers to drive ticket sales, as well as to offer customers the convenience of booking tickets from a remote location or from the comfort of their home without the need to be physically present in a queue at a ticket outlet or having to pay in cash.”
— Persistence Market Research (2022)
Our process benefited mostly from rapidly prototyping low-fidelity clickthroughs to determining user flows.
To access our full project, CLICK HERE
Following extensive efforts to connect the dots, it took some time for us to become comfortable with the foundation we established. We had to "just do it" and validate our findings through prototyping and testing. This process enabled us to acquire a general understanding of the application's feel.
Users are notified in advance to order their snacks before their movie showing. They must then link their movie ticket with the app, so food vendors are notified ahead of time and can prepare orders accordingly.
Users are presented with all the options that food vendors in local cinemas offer. The options are categorized for easy navigation. Additionally, a "Health-Conscious" category has been provided, allowing users to easily find healthier alternatives.
Users can pay in advance and choose the saved payment option that works best for them.
Users can skip the long queue and be fast-tracked to the mobile order kiosk, where they can pick up their orders by providing their order number.
Users now have an incentive to remain loyal patrons of their local cinema through a loyalty program that allows them to earn and redeem points by ordering through the app.
To access our Figma component library, CLICK HERE
We created multiple strings and colors to set up our local variables.
We created components and their variants, including the selection list and the drop-down menu. Afterward, we applied our local variables to the text layers, allowing us to change the text at any time by renaming the variables.
We linked everything together and applied the variables to the components, including hover states and both collapsed and expanded drop-down menus. This ensures that when an item is selected from the drop-down, it is replaced by the user's selection."
This was primarily the backbone of our project. It helped us prioritize focus aspects, determine scope, and drive design decisions.
UX as a Business Strategy
Largely described as user-centric considerations when designing, UX serves not only form and function, but when harnessed fully can create value for brands and transform businesses.
“More” Doesn't Always Mean “Accurate”
Knowing what to do with substantial amounts of research can be disorienting. As we pieced together insight after insight, it took considerable time to become confident in the foundation we established. Ultimately, we adopted a "just do it" approach, validating our findings through prototyping and testing.
Using Variables to Build Drop-Down Menus
We aimed to save time during prototyping, and one method we used was incorporating variables to create drop-down menus. This approach enabled us to quickly change texts and avoided the need for repeatedly creating variants.
SAME PLATFORM, DIFFERENT USES
Sports centers and stadiums, such as BC Place and Pacific Coliseum in Vancouver, typically offer concessions to their patrons but do not have a dedicated mobile application for facilitating these transactions. Our application can be easily integrated to serve as their solution, enhancing the overall customer experience.
Performance Art Venues
Venues such as the Orpheum or the Queen Elizabeth Theatre in Vancouver often offer concessions for their patrons but lack any in-house mobile applications for this purpose. Our application can be seamlessly integrated as their go-to solution to enhance customer satisfaction.
https://www.autocorp.ai/blog/how-ai-for-car-dealerships-converts-leads-into-loyal-buyers-around-the-clock