Fixed Operations Suite: Service as a System of Trust

The client is the dealership-management backbone for North American automotive retail with thousands of dealer customers and hundreds of billions in annual commerce supported. A private equity firm took the company private in 2022. The platform strategy is to convert a fragmented mesh of dealer-vendor relationships into a governed commerce operating layer where sales, F&I, service, parts, accounting, CRM, marketplace data, and OEM connectivity sit on one set of common surfaces. Taller's engagement at the company is exclusively design, user research, and product-design management with eighteen roles filled across 2022 to 2024, all UX/UI, research, or localization. The four cases below describe what Taller's design pod has delivered against the strategic surfaces of the company's dealer experience platform.

The Fixed Operations surfaces inside the company's dealer experience platform — service-lane scheduling, multipoint inspection reporting, technician video review, real-time status updates, AI scheduling, and predictive-service insights — need an experience layer that works in the service drive's actual operating conditions: service advisors managing twelve concurrent repair orders, technicians annotating in bay conditions, parts managers pricing same-day, consumers authorizing repair work remotely from a parking lot. The company's underlying capabilities (predictive ML, technician computer-vision, AI multilingual scheduling) cannot earn their commercial outcome without a user surface that converts them into legible workflows for each role.

Taller's contribution is the experience layer for Fixed Operations: a team of UX/UI designers, researchers, and product managers shaping how dealers, technicians, and consumers interact with the company's underlying capabilities. The team delivers competitive analysis, user testing, high-fidelity wireframes, and prototypes, each designed to surface the company's automation capabilities as optimized workflows for dealers, technicians, and consumers. All work is refined through ongoing usability testing on the company's design system with Figma, Jira, and Sketch as the working toolkit. The Fixed Operations product surface has carried sustained design coverage across multiple years, with Taller designers recognized inside the company for their understanding of Fixed Operations personas and the dealer-customer jobs to be done.

The engagement produces increased user satisfaction across the redesigned surfaces, streamlined design handoffs into the company's engineering, and consistently positive client feedback on the design quality and persona fluency Taller's team carries.

Fixed Operations sits at the part of the dealer P&L that responds most directly to product design. The company's commercial outcomes from the broader Fixed Operations Suite are substantial: twenty-nine percent more labor hours sold per repair order with technician video, thirty percent with video plus texting, $160 more in parts sales per repair order at one dealer, a $30-per-hour lift in effective labor rate, 0.4 more service hours per vehicle at another dealer, eighty-four percent consumer willingness to visit dealers with real-time updates, and fourteen percent of service appointments booked by their AI scheduling assistant after hours. These are outcomes earned by the company's underlying platform: predictive ML, technician video pipelines, their AI scheduling assistant, connected-vehicle alerts. Taller's design discipline shapes the surface where those capabilities become operational.