INCREASING POST SALE VISIBILITY AT Motorway

Improving the seller experience through automation and onboarding third party providers.

Design

Development

Next.js

Sanity

React

Tailwind CSS

Problem

Car sellers with outstanding finance faced significant delays (1-5 days) in completing their vehicle sales due to the mandatory requirement of a final finance settlement letter from Motorway.

Challenge

This significant delay presented a critical challenge, as there was no clearly defined or standardized solution available to streamline the finance settlement process, directly impacting Motorway's ability to offer a seamless sales experience.

My role

Workshop facilitation, Stakeholder management, Rapid prototyping, User research, Visual design, SEO improvements.

Results

Designed and implemented an automated digital process for obtaining finance settlement letters, resulting in an average reduction of transaction time by 3 days and a 20% increase in seller satisfaction for financed vehicle sales.

A more consistent driveway experience.

Previously, the Motorway experience ended when a third-party driver arrived to collect the seller's car — a critical touchpoint we had no control over. This last-mile interaction often lacked consistency and transparency, risking seller trust and damaging the perception of our service.

What was done

Research sprint

To kick off the project and understand the process of the post-sale experience. This involved conversations with the operations teams, shadowing drivers,

Research sprint

To kick off the project and understand the process of the post-sale experience

Full app design

Based on all the info

Research sprint

To kick off the project and understand the process of the post-sale experience

Increasing vehicle collection visibility

Motorway

Why an inspection app?

A more consistent driveway experience

To fix this, I led the design of Motorway Collect — a purpose-built mobile app for inspectors, designed to bring structure, quality, and consistency to the handover moment. The goal: turn a fragmented, manual inspection process into a streamlined and guided experience aligned with Motorway's brand and service standards.

Through clear workflows, intuitive photo capture, and helpful checklists, the app supports drivers in delivering professional, reliable collections — all while giving sellers confidence and peace of mind.

Results & metrics

Through continuous testing and adaptation of our designs since the release of the product we have been able to determine that the product is beneficial to users and has indeed made the process much more efficient.

50%

increase in inspection efficiency.

90%

adoption rate due to streamlined workflow.

19,000+

jobs completed since the January launch app.

This was one of the first touchpoints I designed that directly served third-party partners. It challenged me to think beyond the seller experience and build trust at the operational edge of the product — a space previously unexplored by our design team.