Mack Trucks
Transforming a Paper Process Into an Intelligent, Connected Digital System
Mack Trucks' paper-based dealer handover process wasn't being used, creating wildly inconsistent customer experiences across their dealer network. We designed a complete three-phase digital system that consolidated checklists, video resources, contracts, and post-delivery support into one unified flow—dynamically connecting dealer workflows to customer profiles and backend systems to drive adoption and elevate the handover experience.
The Challenge
For years, Mack Trucks provided dealers with a physical handover kit—a collection of paper checklists, business cards, and printed materials intended to guide the dealer-to-customer vehicle delivery experience. The problem: dealers weren't using it.
The paper-based process offered little utility and created duplicate work. Dealers had separate customer and dealer checklists that felt bureaucratic rather than helpful. Without a standardized process, the handover experience varied wildly across dealerships, and critical information often got skipped. Mack's customer satisfaction scores reflected this inconsistency.
UX Lead
March – July 2025
American Express Global Business Travel
My Leadership & Approach
I structured the solution around the complete customer and dealer journey—not just the in-dealership transaction.
I analyzed extensive dealer feedback documentation and identified a critical insight: different customer types have vastly different needs. A large fleet manager requires different information than an individual driver. The one-size-fits-all approach was failing.
Most handover tools focus solely on the moment when customer and dealer are face-to-face. I designed three distinct phases—pre-delivery, delivery, and post-delivery—to set both parties up for success before they met, create genuine utility during the handover, and build loyalty after the customer drove off the lot.
I mapped complete user flows in FigJam, directed our UI designer on the key functional moments needed to communicate the process, then presented the vision to multiple Mack stakeholder groups—speaking to technical integration points, system architecture, and phased implementation strategy.
Key Decisions I Made
The Solution
I designed one unified digital flow that consolidated the entire customer interaction—checklists, video resources, contracts, and closing documents—into a seamless tablet-based experience.
The system connects three phases: pre-delivery setup (dealer registers VINs, assigns customers from CRM), in-dealership handover (customer selections automatically update legal documents), and post-delivery support (digital wallet card or full Mack Connect portal integration).
Because the vehicle and customer are registered upfront, their data dynamically populates throughout the workflow, syncing back to the CRM and connecting to Mack's existing systems via API. Dealers can customize checklists based on customer type while maintaining process consistency, and they earn incentive points for completing handovers to drive long-term adoption.
Impact & Validation
The solution "exceeded expectations" according to Mack stakeholders, and we presented the vision to multiple internal teams who all validated the strategic approach.
While Mack has not yet secured a budget to build the full vision, the relationship remains strong and both teams remain optimistic the funds will come to prioritize this work. In a 2-week sprint, we delivered a comprehensive, technically feasible digital vision that gained executive buy-in across multiple business units and continues to serve as Mack's north star for dealer experience innovation.
What This Demonstrated
This project showcased my ability to see beyond the surface request (digitize paper checklists) and identify the strategic opportunity: consolidating an entire fragmented customer interaction into one intelligent, connected system. I rapidly synthesized complex stakeholder feedback, designed a complete end-to-end journey under aggressive timelines, and translated that vision into a buildable solution compelling enough to earn executive buy-in across multiple business units. The result positioned our agency as Mack's strategic partner for future innovation—not just a vendor executing their ideas.
