Strategy + Analytics

In collaboration with the VP of Engineering and cross-functional teams from Engineering and Customer Support, I developed a future-state journey map for the 48-hour diagnosis process of system issues affecting automotive dealership software nationwide.

The journey map aimed to:

• Streamline the diagnostic process for system-related issues.
• Enable faster remediation to minimize downtime and improve customer satisfaction.
• Provide a clear, actionable framework for refining Engineering teams’ approach to problem-solving.

This initiative was recognized by the VP of Engineering for exemplifying the company’s “Create Possibilities” ethos:
“Judy, amazing work creating the 48-hour diagnosis journey map. Your passion is exhilarating. You led the effort with urgency and excellence. Really well done.”  – CDK VP of Engineering, May 2023

The journey map has became a best-practice template and was adopted by additional teams for other journey mapping initiatives, reinforcing its value as a strategic tool for improving processes and collaboration.

I created a comprehensive framework detailing the Product Development Life Cycle, outlining key tasks and activities for each phase—from Discovery to MVP, and through iterative collaboration to Beta, Pilot, and General Availability.

• Designed a structured approach that provides clarity and alignment across all stages of product development.
• Incorporated best practices for cross-functional collaboration, ensuring seamless transitions between phases.
• Focused on iterative improvements to refine processes and enhance product outcomes.

This framework served as the foundation for enterprise-wide improvements to product development processes, driving greater efficiency, consistency, and collaboration across teams.

I developed a future-state journey map envisioning the in-dealership experience from the perspectives of the dealership owner, auto technician, and customer. This comprehensive framework integrates technology and in-person touchpoints to create a seamless, engaging, and efficient experience while maximizing return on investment (ROI) for the dealership.

• Identify and integrate technology touchpoints that enhance efficiency and customer satisfaction.
• Elevate the in-person experience by aligning it with modern customer expectations.
• Foster collaboration between dealership staff and customers for a more transparent and trusted relationship.

Impact: This journey map served as a strategic blueprint for the auto dealership of the future, offering actionable insights to improve customer experience, boost staff productivity, and increase dealership profitability.

I developed a UX Maturity model based on work completed by Nielsen Norman Group (NNG) but tailored to the specific needs of the organization, focusing on empowering teams, enhancing processes, and driving strategic alignment across disciplines.
Key components:

• Team Self-Awareness: Encouraged teams to identify internal process weaknesses and take actionable steps toward continuous improvement.
• Quality and Recognition: Defined standards to ensure teams produce high-quality, value-driven work that aligns with organizational goals and reinforces a strong reputation.
• Cross-Functional Collaboration: Elevated the role of Product Designers (UX) to establish parity with Product Managers and Engineers, fostering a balanced and collaborative environment.
• Data-Driven Design Culture: Promoted designing with data by working closely with product and engineering teams to uncover insights and rationale supporting product initiatives.
• Strategic Research Focus: Cultivated a proactive approach among researchers, emphasizing high-value, forward-looking research to drive business impact and innovation.

The goal for this tailored UX Maturity Model was for it to become a  foundational tool for fostering growth, strategic thinking, and collaboration across the organization, enhancing the overall quality and value of UX contributions.

In June 2023, I was honored to represent CDK at the Advancing the Careers of Technical Women (ACT-W) conference. My presentation, Loving the Journey: Carving Your Personal Path in UX, Design, Strategy & Technology, highlighted how pursuing unconventional career paths can lead to personal fulfillment and long-term happiness.

Drawing from my own journey, I shared insights on leveraging diverse skill sets, embracing unexpected opportunities, and redefining success in a way that aligns with individual passions and values.