Toyota Motor North America

Connected Technologies | Research and Development

Ann Arbor, MI · May 2025 – Aug 2025

BRIEF

Improved the OneToyota digital customer experience through UX research, benchmarking, and dealer-network support.

20%

Faster Scheduling

OEM Apps Benchmarked

15+

Dealer Issues Resolved

834%

Increase in Enrolled Dealers

WORK

During my co-op with Toyota's Connected Technologies division in Ann Arbor, MI, I worked within the Research and Development team to improve the digital customer experience. I mapped and optimized user flows in the OneToyota App, delivering UX/UI improvements projected to reduce scheduling time by 20%. I benchmarked four competing OEM apps and in-vehicle software to spot gaps in Toyota's connected offerings, and wrote up countermeasures for each. Working closely with the SmartPath Rental team, I resolved over 15 dealer network issues and contributed to an 834% increase in enrolled dealers through onboarding support. Applying Toyota's "Go and See" philosophy, I visited dealerships and production centers to understand stakeholder needs firsthand. I also volunteered weekly with UMAISE for adaptive sports through the Toyotability business partner group.

OUTCOMES

01Mapped and optimized 2 OneToyota App flows; improving UX/UI with expected 20% reduction in scheduling time

02Benchmarked 4 OEM apps and in-vehicle software, identifying 10+ gaps and proposing countermeasures

03Partnered with Toyota SmartPath Rental team to diagnose and resolve 15+ issues across the dealer network

04Supported development team's onboarding efforts that contributed to an 834% increase in enrolled dealers

05Conducted 'Go and See' visits at 2 dealerships and 2 production centers, surfacing customer and dealer issues

Stack ·[UX Research][Product Management][Benchmarking][Agile]

Gallery