Vehicle Order Tracking System
The objective was to create a VOTS for customers who ordered a new vehicle from any of the 6 FCA brands.
Problem Statement
Solution
As we see an increase in car orders, customers are getting frustrated because dealers are not always responding to their request for status. Call center volume on vehicle status requests has increased dramatically. Customers are emailing executives at Stellantis to complain
Provide a self-service option for customers that provides an “almost real time” status on their vehicle
Goals
High-Level Requirements
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Allow customers to track the progress of their vehicle order
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Provide customers with their order details
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Provide links to resources they may want to explore as a vehicle owner
- Create a lander page where customers enter their VIN and last name. Provide TnCs
- Create a status page with vehicle details, dealer details, and a status timeline
Overview
Design Process
Competitve Analysis
I started by conducting a competitive analysis, reviewing other automotive brands to see whether they offered a similar feature. I also explored shipping companies and retail platforms to understand how order status timelines are structured and communicated.
Ideation and Wireframes
Next, we moved into the ideation phase. Since this was a net-new feature, the design system didn’t include an existing component we could leverage, so we had to define a new pattern from the ground up. I explored multiple layout directions through low- and mid-fidelity wireframes, focusing on information hierarchy, clarity of status progression, and ease of scannability. These concepts helped us evaluate different interaction patterns and visual approaches early on. The wireframes were then presented to stakeholders to gather feedback, align on business needs, and identify the direction that best balanced user experience and product requirements.
Iteration and Visual Design
Based on stakeholder feedback, we moved into high-fidelity visual design and partnered with the marketing team to select appropriate assets for the webpage. We developed six design variations, one for each car brand, and ensured each version was responsive across both desktop and mobile platforms, maintaining brand alignment and a consistent, user-friendly experience on all screen sizes.
Landing Page
Order Tracking Page
Results
Stellantis’ vehicle order tracking system received very positive feedback from customers. Users appreciated being able to track their vehicle in real time and clearly see its current status throughout the delivery process. As a result, we observed increased engagement with the platform and a noticeable reduction in call volumes to customer support. The feature improved transparency and set clear expectations for users, ultimately enhancing the overall customer experience and satisfaction.