Dealer Platform Onboarding Overhaul

Redesigned an outdated 6‑month onboarding into a streamlined 3‑4‑month process, boosting client satisfaction and revenue predictability.

Year
2022

Company
Might in the Midwest

Overview

Dealer websites were launching late and over budget due to unclear timelines and scattered touchpoints.

Objectives

  • Cut average project length by 30 %.

  • Create a transparent roadmap clients understand.

  • Standardize internal hand‑offs for UX, Dev, and Account teams.

My Role & Process

  1. Audit: Mapped 40 steps across five teams; identified 12 redundant tasks.

  2. Voice-of-Customer: Held feedback interviews with 8 dealers in flight.

  3. Project Management: Introduced milestone and began using Github with developers, introduced kickoff process, and recurring progress meetings

  4. Enable: Ran monthly webinars, created Scribe how-to pages, and monitored adoption metrics.

Deliverables

  •  Basecamp project template recreation

  •  Scribe how-to pages and tutorials

  • Project management process in Github and Basecamp

“Process is product. By optimizing invisible workflows, we unlocked tangible business growth.”

Results

Significant decrease in communication ‘noise’ complaints

of 5 associates polled see Field Focus as a valuable resource

38% increase in click through rate in comparison to old newsletter

"Joelle met her goal of creating a way to empower our business partners and made time-saving efficiencies."

— Senior Director of Sales Enablement