ACV Condition Report Mobile App
Simplifying vehicle inspections with real-time data capture, offline capability, and inspector-first design.
Product Design Management I UX/UI Design
Prototyping I User Research
Strategic Context
ACV’s condition reports were essential to buyer trust, but field inspections were slowed by outdated tools and inconsistent workflows.
I saw an opportunity to build a scalable, inspector-first platform that would drive accuracy, speed, and trust, strengthening ACV’s position as the market leader.
My Role – Product Design Manager
Field Research & Product Execution
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Led end-to-end design strategy across research, ideation, prototyping, and delivery
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Embedded with inspectors to observe real workflows and gather insights
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Facilitated co-creation workshops with inspectors, trainers, R&D, and operations
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Partnered with product and engineering to deliver a robust MVP and phased enhancements
Design Process
1. Empathize – Field Research in Harsh Conditions
To uncover real pain points, I joined inspectors in the field, watching how they worked, adapted, and struggled with unreliable tools in unpredictable environments.
​Methods:
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Shadowed inspectors during live inspections
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Conducted interviews with inspectors and training leads
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Identified issues in data entry, photo capture, and tool reliability
Learning from the Front Line
Attending VCI trainings and interviewing inspectors early on helped us understand real workflows, build trust, and identify pain points that shaped key design decisions.
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Observed inspector tools and routines firsthand
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Identified gaps between training and field use
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Built rapport to support ongoing collaboration
Attend and actively engage in the Vehicle Condition Inspectors training to understanding their vehicle inspection process in the field.
Attend and actively engage in the Vehicle Condition Inspectors training to understanding their vehicle inspection process in the field.
The design team and product manager flew to one of the ACV owned vehicle live auction in the US to observe the on site inspection process.
Attend and actively engage in the Vehicle Condition Inspectors training to understanding their vehicle inspection process in the field.
Key Highlights:
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Manual workflows caused delays and inconsistencies
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Lack of offline support led to data loss in low-connectivity areas
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Photo and annotation tools were clunky and error-prone
Summarize the key findings from the VCI training, highlight the associated risks, and offer actionable recommendations based on the analysis.
Summarize the key findings from the day in the life of the Vehicle Condition Inspectors, highlight the associated risks, and offer actionable recommendations based on the analysis.
Direct quote from the interviews with the VCI (Vehicle Condition Inspectors).
Summarize the key findings from the VCI training, highlight the associated risks, and offer actionable recommendations based on the analysis.
2. Define
Working with operations, inspection training, and engineering, we mapped the full inspection journey to pinpoint gaps in usability and reliability.
Key Activities & Deliverables:
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Mapped the end-to-end inspection journey with ops and trainers
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Identified failure points in the current tools and workflows
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Aligned on top pain points and user needs across teams
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Prioritized opportunities based on field impact and feasibility
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Delivered a journey map to inform feature prioritization and MVP scope
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Created early experience principles to guide design decisions
​Problem Statement
How might we enable vehicle inspectors to capture complete, accurate condition data quickly—even in challenging environments?
Inspection Journey Map
The inspection journey map directly informed our app redesign, pinpointing critical areas for improvement to support inspectors more effectively.
We mapped the end-to-end inspection journey to help both the product team and Vehicle Condition Inspectors validate and align on the user flow.
We mapped the end-to-end inspection journey to help both the product team and Vehicle Condition Inspectors validate and align on the user flow.
We mapped the end-to-end inspection journey to help both the product team and Vehicle Condition Inspectors validate and align on the user flow.
3. Ideate: Empowering the Front Line
We hosted co-creation workshops to validate concepts and prioritize features that solved inspectors’ most pressing challenges.
Key Concepts:
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Step-by-step inspection flow
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Smart photo tagging and annotation
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Offline-first data sync
Collaborative workshop with the Vehicle Condition Inspector trainers, the subject matter expert, to review the previous workshop and explore opportunities for UX improvements.
Collaborative workshop with the Vehicle Condition Inspector trainers, the subject matter expert, to review the previous workshop and explore opportunities for UX improvements.
Collaborative workshop with the Vehicle Condition Inspector trainers, the subject matter expert, to review the previous workshop and explore opportunities for UX improvements.
Collaborative workshop with the Vehicle Condition Inspector trainers, the subject matter expert, to review the previous workshop and explore opportunities for UX improvements.
4. Prototype & Test
We built a functional prototype using real inspection data and tested it under field conditions with over 15 inspectors.
Key Improvements:
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Sunlight-readable UI
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In-app reminders to reduce errors
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Seamless offline syncing
Results, Business Impact & Design Leadership
Inspection Speed & Data Reliability
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Replaced manual, inconsistent inspection workflows with a guided mobile experience.
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Reduced average inspection time by 18%, enabling ACV to scale inspection volume.
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Improved data accuracy and photo documentation, reducing arbitration risks and boosting buyer trust.
User & Business Outcomes
User Satisfaction (CSAT)
+23% within 6 months of launch
Task Success Rate
+12% year-over-year
Feature Adoption
85%+ for instant capture and offline sync
Maturing UX as a Strategic Function
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Shifted design from execution to a strategic driver of operational efficiency.
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Embedded UX in inspection planning, product roadmaps, and business KPIs.
Strategic Cross-Functional Leadership
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Led co-creation workshops and journey mapping to prioritize field needs and technical feasibility.
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Delivered offline-first architecture and smart photo tagging based on inspector feedback.
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Created a scalable framework that is now extended to 2+ additional field tools.
"The ACV Condition Report Mobile App has redefined how we conduct vehicle inspections, combining ease of use with powerful features to streamline our entire process."
Dan Magnuszew
Co-founder, ACV Auctions