Gowago / Case study

Bringing cases into focus

Helping teams coordinate returned cars and the work needed to prepare them for remarketing.

Product Design
AI-assisted Prototyping
Workflows
Service design
Illustrative scene of colleagues coordinating vehicle remarketing
My role
Product designer
Team
2x Operational Specialists, 1x Front-end Developer, 1x Back-end Developer, Remarketing, Sales and Mobility stakeholders
01 / The challenge

One returned car.
Several teams to align.

Returned leasing cars moved between several teams, but the process lived in spreadsheets, inboxes, and individual knowledge. Handovers were hard to follow, and documents and costs were scattered. We needed a shared view of each car’s journey to its next owner.

We needed both an internal tool and a shared process. Our starting point was the work people were already doing.

02 / The approach

Understand the work.
Shape the workflow together.

We began by exploring existing activities with operations in the three departments. This gave us a shared understanding of the work the tool needed to support.

We used AI-assisted working prototypes to explore the workflow with internal users. Repeated feedback rounds helped us refine the process and align the departments, while AI made the feedback loops faster to manage.

Built with Claude.ai to refine the workflow with internal teams.
03 / The design

Make the shared workflow
feel familiar.

We brought each returned car into one case, with each step assigned to a team. Completing an activity opens the next steps based on its outcome. Documents and transactions stay connected to the work, so teams can pick up where others left off.

  1. 01

    Return and assess

    1. Receive the returned car
    2. Check its condition
    3. Agree the next steps
  2. 02

    Find a buyer

    1. Choose a sales channel
    2. List the car
    3. Manage buyer interest
    Buyer found?

    No
    Try another sales channelReturn to listing

    Yes
    Confirm the sale

  3. 03

    Confirm the sale

    1. Record the buyer and sale
    In parallel

    Prepare the vehicle

    Arrange the sale documents

    Ready for delivery
  4. 04

    Deliver and close

    1. Coordinate delivery
    2. Complete documents and payments
    3. Close the case
A simplified workflow. Activities connect the teams, with decisions and parallel steps along the way.

With the workflow agreed, we adapted the prototype to the back office’s familiar patterns and components.

A final round with users preceded development. We split the work into smaller tickets and agreed what to build first.

04 / The outcome

A clearer process.
A shared direction.

The tool and process have just gone live, giving teams one shared workflow from return to resale.

The delivered back-office experience: case overview, activities, and supporting information.

We also created onboarding that showed teams how to find their work, complete an activity, and understand the handover to the next team.

It is too early to measure impact. Everyday use will show where the process needs further improvement.