Transformed an Online Calculator into an Omnichannel Experience in 9 Months

James Tucker played a critical role in transforming AutoFi’s platform into a groundbreaking tool that revolutionized the car buying process. His contributions were pivotal in overcoming major challenges that had previously hindered the platform's growth and adoption.

Problem

Before James joined, AutoFi struggled to address key issues:

  • Car buyers browsed online but completed transactions offline, leaving a gap in the digital sales funnel.

  • Dealership users had to toggle between their CRM systems and AutoFi, resulting in a fragmented sales process.

  • AutoFi’s lender partners were not seeing the transaction volume they expected.

  • Most transactions occurred in the physical showroom, as dealerships viewed AutoFi as a tool to assist in pricing but not as a complete transaction solution.

  • Dealers preferred their own tools to finalize lending, and buyers were wary of fully digital car purchases, seeing it as "too good to be true."

The Opportunity

James immediately recognized the opportunity to address these concerns in a rapidly changing automotive landscape:

  • Almost 90% of car sales still happened at the dealership, but COVID-19 forced an adoption of digital retail tools at an unprecedented rate.

  • Dealerships needed to pivot from "when can you visit the showroom?" to "how can I deliver the car to you?" quickly.

  • Competitors only participated after the sales transaction, but James saw the chance for AutoFi to build trust earlier in the process, empowering both buyers and salespeople.

  • James realized that real-time pricing through mobile devices during a test drive would be a game changer for the industry.

Solution

James crafted a comprehensive 100-Day Plan that would prove essential to defining the product’s viability:

  • He identified dealership gatekeepers preventing AutoFi from penetrating deeper into the sales transaction funnel.

  • He created AutoFi Insiders, a cohort of dealership users and buyers, to provide constant feedback and formal testing.

  • Conducting interviews with key stakeholders (dealership owners, sales managers, and F&I managers), James gained crucial insights.

  • He delved into dealership financing tools like RouteOne and DealerTrack, learning the inner workings of CapitalOne, Westlake, and Santander financing tools.

  • Through constant prototyping—seven iterations in total—he fine-tuned the product until F&I managers declared it "a total gamechanger."

  • James validated the experience with real-world testing at pilot dealerships and through user testing with car buyers recruited on Craigslist.

Results

James’ research and design led to transformative changes within AutoFi:

  • He discovered ways to boost Per Vehicle Retail (PVR) averages across dealerships.

  • His findings convinced AutoFi leadership to make sweeping changes to the platform.

  • The relationships he built with dealerships gave the company crucial insight into product adoption strategies.

  • Dealerships rated the in-store product 9.3/10 in satisfaction, based on unbiased feedback.

  • The redesigned platform required minimal training—some users learned it in under 30 minutes, with many needing no training at all.

  • The product is now being rolled out with CRM integrations, and James continues to visit stores to observe usage and refine training content.

  • James also spearheaded the redesign of the outdated AutoFi website, ensuring the messaging, content, and design were fully aligned with user needs.

Without James Tucker's leadership and insight, these innovations simply would not have been possible. His ability to identify the core challenges, create user-centric solutions, and guide the project from research to rollout has cemented his role as a key figure in AutoFi's success.