I led the strategic UX transformation of America's Car-Mart's payment infrastructure, replacing 3+ legacy systems with a unified platform serving 100,000+ customers across 150+ dealerships, achieving 200% increase in autopay adoption and 15% growth in active users.
Timeline
4 months
Role
Principal UX Architect
Users Impacted
100,000+
Key Metric
200% ↑ autopay (2% to 6%)
Industry: Auto Finance & Buy-Here-Pay-Here Retail
Engagement: Principal UX Architect via Kitestring
My Role
Principal UX Architect leading design strategy, research, and cross-functional collaboration
Cross-Functional Team
I evaluated and selected the appropriate design library to ensure team consistency and scalability. Established Figma-to-React component alignment strategy that reduced design-development handoff friction by 50%. Created comprehensive design-development workflow processes adopted across the organization.
I translated JTBD insights into actionable user stories that development teams could execute. Built comprehensive product backlog in Azure DevOps with embedded design links and acceptance criteria. Established design quality standards and review processes that ensured consistency throughout development cycles.
Consolidated complex multi-system process into single intuitive interface
Designed for customers with varying technical literacy
Clear confirmation flows and transparent fee structure ($2.50 per transaction)
Reduced manual interventions and support ticket volume
From 2% to 4-6% of customer base, reducing delinquency risk
Increased digital engagement and self-service adoption
Enterprise-grade reliability across all 150+ locations
Improved payment consistency through easier access
Successfully integrating AI tools into the design process required establishing clear quality gates and human oversight. I learned that AI excels at accelerating initial exploration and synthesis, but strategic design decisions still require human judgment and contextual understanding. The key was creating a framework where AI handled repetitive tasks while designers focused on strategic problem-solving. This approach increased our velocity by 40% while maintaining enterprise-grade quality standards.
Leading the JTBD workshop revealed how powerful this methodology is for creating shared understanding across business, technology, and design teams. The core job statement we identified became the north star for every design and development decision. I learned that investing time upfront in rigorous research methodology pays exponential dividends in reducing scope creep and maintaining strategic focus throughout implementation.
One of the most impactful aspects of this project was learning to bridge the gap between design artifacts and development execution. By embedding design links directly into Azure DevOps user stories and creating detailed acceptance criteria, I reduced back-and-forth questions by 60%. This taught me that Principal-level design work isn't just about creating beautiful interfaces—it's about creating systems and processes that enable teams to execute with confidence.
Working in auto finance required balancing user needs with strict compliance requirements and business constraints. I learned that successful stakeholder management means understanding each group's priorities and finding solutions that serve multiple objectives. The autopay feature, for example, addressed customer convenience, business revenue stability, and compliance tracking simultaneously. This multi-stakeholder value creation is essential for Principal-level impact.
Replacing three legacy payment systems while maintaining business continuity taught me the importance of phased rollouts and comprehensive testing strategies. I learned to design with migration paths in mind, creating interfaces that could gracefully handle both old and new system states during transition periods. This experience reinforced that enterprise design requires thinking beyond the ideal end state to consider the messy reality of implementation.
Working with buy-here-pay-here customers revealed unique challenges around financial literacy and technology access. I learned to design payment interfaces that were simple enough for users with limited digital experience while still providing the sophistication needed for complex financial transactions. This balance between simplicity and capability is a design challenge that extends far beyond this project and has shaped my approach to inclusive design.
I'm looking for my next leadership role where I can build teams and shape product strategy. If you're hiring a Principal Designer who knows how to ship, let's talk.
Available for full-time roles