As a market leader who provides integrated technology solutions to the automotive industry, CDK Global supports dealerships, brands, and OEM's with innovative sales, marketing, operations, and management tools. I was responsible for orchestrating and creating seamless CMS System tools to streamline direct business that connected developers, OEMs and dealers so they can create new and unique solutions and experiences.
Situation
Designers love a blank canvas. The reason is obvious: We enjoy coming up with an original idea and seeing it through to completion. However, the shiny new object isn’t the biggest UX challenge. For designers who love to geek out on solving sticky problems, redesigning an existing system is the ultimate puzzle.
Problems with legacy systems—those that have been around for a long time, perhaps before user interface design was even a consideration—go way beyond the user experience. Redesigning a legacy app is like an archeological dig, forcing a designer to push the limits of creativity within very specific boundaries—respecting what exists while imagining what can be.
Task
Redesigning legacy systems without making enemies in engineering and creating chaos among customers isn’t easy. Change never is. To get good results, a designer needs a set of skills that are both wide and deep, and no designer who is new to modernizing systems, will come to the table fully prepared.
Action
I thought about how the software has been used before. A deep understanding of the existing user experience is necessary to make good decisions about which aspects of modern software design should be incorporated. The marriage of the old and new created the foundation for a grand vision.
I wanted to create a connected ecosystem of products and services that spanned desktop, devices, and multi-media systems. That was ambitious, so I chose three areas on which to focus first: 1.) a visual refresh that 2.) felt natural and easy to use on a touchscreen, 3.) fully leveraged cloud services. and 4.) I had to include daily users in the process. You’ll get more than their ideas, you’ll get their buy-in.
Result
Trust was established through example, involving many groups of people. I worked with cross-functional groups to meet critical business objectives. To keep them pointing in the same direction, I needed to embrace the role of leader. That takes more than patience and a willingness to learn; it takes a positive energy. Modernizing led to our CMS system to become flexible/nimble, cloud/sass optimized, holistic app relationships, and ability to edit with ease. Don’t let the challenges discourage you; change is possible. You just have to be willing to continually push for the best user experience for our customers. Trust your vision, and you’re sure to succeed.
