Carvana is a company that provides online car buying services across the United States. As part of their customer service strategy, Carvana employs Advocates - individuals who travel to customers' homes to provide a full suite of car-buying services, including test drives, vehicle inspections, and the delivery of their new car.

Recently, the Carvana location in Nashville experienced a high cost issue when Advocates were forgetting their essential items before leaving on their next customer appointment. These items included their iPads, checks, chargers, and snacks. This caused delays in the customer service process, as Advocates were unable to complete their customer service tasks without the necessary items. Between the long hours and physical demand from driving, basic cognitive functions tend to suffer if not properly maintained.

Goals & Requirements 📌

Promote efficiency

Incorporate eyecatching visuals that include the 7 most forgotten items by advocates

Provide content and guidance on remembering vital documents and necessities

Create print design with a focus on readability, action, clarity, and simplicity

First, I contributed my creativity to design the poster and executed design from start to finish. Second, I communicated with customer advocates, team leaders, and manager of operations to provide accurate and effective visuals. Finally, I provided mockup photos to give a concept of the final product.

The advocates and leadership was ecstatic with the final product. The project was successful and results were immediate. Punctuality improved dramatically, as the team was able to complete their transactions and activities with less delays. In addition, gas expenses were no longer consuming a significant amount of the budget from additional excessive trips

I was beyond excited and astonished when taking on this project. Not only did I personally witness the problem as a Custmer Advocate I, but I got to be apart of the solution. I voiced my concerns on the issue to managment and they agreed it was a recurring issue. They acknowledged my design skills from smaller projects in the past and gave me permission to come up with a solution. This was such a huge and impactful project that I'm very proud to say that I was apart of.

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