Cox Automotive HUB

Modernized Logistics Platform provides a 257% improvement

At Ready Logistics, I played a key role in scaling operations and optimizing logistics strategies, contributing to a 257% increase in throughput, moving vehicles from 550K to 2.2MM annually. By leveraging technology, automation, and user-centric design, I streamlined workflows, enhanced efficiency, and improved the overall customer experience. My leadership in digital transformation and process improvement directly impacted business growth and operational effectiveness.

My Contribution

UX Designer
Frontend Developer
Designer
Design Thinking Facilitator
Product Designer
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The Challenge

Ready Logistics was being acquired by COX Automative an asset management company. They were tasked with drastically scaling their delivery offering to accept multiple million-unit portfolios. Modernize their legacy system into an effective digital business environment and maintain their current services during the logistics platform upgrade.

Towing & Recovery

Repo Yard Attendant

Dispatcher

Inside Sales Rep

Car Dealer

Auction Attendant

Benchmarks

  • 500,000 units moved per year
  • 120 calls a day per Dispatcher
  • ~10 hours of calls per day per Verify Agent (10min Avg call time * 60 calls daily)
  • 3 Week reporting lead time
  • 5 Day SLA

Constraints

  • Carrier performance is relationship-driven, with a network of over 1,000 carriers.
  • Over 10,000 vehicle locations spanning privately owned businesses, small enterprises, and large corporations.
  • The solution must integrate with the existing workforce and operational infrastructure.
  • Dispatch and reporting processes relied heavily on manual documentation, tribal knowledge, and varied by location.
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Discovery

Research Carrier Assignment, Dispatch, and Reporting Journey's
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Internal Personas: Operations, Dispatch, Customer Service.

External Personas: Carriers, Tow Truck Drivers, Repo Lots, Auction Houses, Carrier Dispatchers, Banks, Auctions, Car Dealers.

  • User Interviews: Gather insights from each persona about daily workflows and challenges.
  • On-Site Observations & Ride-Alongs: Shadow drivers, dispatchers, and repo lots to identify inefficiencies.
  • Process & Journey Mapping: Visualize workflows and customer interactions to spot bottlenecks.
  • Workshops & Focus Groups: Prioritize pain points and explore automation opportunities.
  • Surveys & Data Analysis: Use quantitative feedback and existing operational data to validate findings.
  • Competitive Benchmarking: Study industry best practices for logistics, communication, and automation.
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Ideation

Co-creation with Design Thinking Workshops

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I lead ideation sessions with a multi-disciplinary team of Product Owners, Users, and Developers in order quickly understand the problem and design ways to solve the user's pain points. Utilizing Design Thinking practices we were able to quickly iterate and test solutions quickly to ensure user adoption.

  • Design Thinking Workshops
  • Vision Definition
  • Empathy Mapping
  • Rapid Prototyping
  • Card Sorting
  • Feature Development

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Design

Wireframes, User Flows, Sketches, and Prototyping
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Internal Personas: Operations, Dispatch, Customer Service.

External Personas: Carriers, Tow Truck Drivers, Repo Lots, Auction Houses, Carrier Dispatchers, Banks, Auctions, Car Dealers.

  • User Interviews: Gather insights from each persona about daily workflows and challenges.
  • On-Site Observations & Ride-Alongs: Shadow drivers, dispatchers, and repo lots to identify inefficiencies.
  • Process & Journey Mapping: Visualize workflows and customer interactions to spot bottlenecks.
  • Workshops & Focus Groups: Prioritize pain points and explore automation opportunities.
  • Surveys & Data Analysis: Use quantitative feedback and existing operational data to validate findings.
  • Competitive Benchmarking: Study industry best practices for logistics, communication, and automation.
fact_check

Validation

User Behavior Analytics

Behavior Analytics to track user interactions—such as clicks, mouse movements, and scrolling—uncovering key friction points and optimizing the UX to improve engagement and conversion rates.

Usability Testing

Prioritized usability testing for high impact feature in order to refine and adjust our solution to better serve the customer and achieve the intended business value

Employee Led Validation

Employee led iterative user validation to ensure quality and adoption. This reduced the need for exhaustive training sessions and helped create training documents for employee onboarding.

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Solution Infographic

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Copyright © 2025 Danny Robles, LLC