From fragmented operations to a structured digital platform.
End-to-end leadership that transformed fragmented documentation into the complete platform for Honda's certified pre-owned operation in Brazil.
- Role
- Product Design Leadership
- Focus
- Design leadership
Honda was adapting its certified pre-owned vehicle operation from an established international context to Brazil. The team intentionally avoided using the overseas platform as a reference, preventing solution bias while exploring the local operation from first principles.
The initiative inherited a large volume of decentralized, conflicting and outdated documentation after an unsuccessful previous engagement. Nine stages, distinct user profiles and high integrity requirements for cars and motorcycles made trust and operational completeness essential.
May led Product Design end to end, from reconstructing the operating model and aligning stakeholders to research, Design System, prototyping and validation. After implementation began, Honda specifically requested her return as the design leader guiding prioritization and evolution.
How leadership shaped the work.
- Mapped the operation, actors, dependencies and critical decision points.
- Reconstructed rules from inconsistent documentation and conversations with every profile involved in the operation.
- Translated findings into 23 connected flows and more than 115 validated prototype screens.
- Used iterative validation with insurers, authorized retailers, mechanics, electrical specialists and other operational profiles.
- Structured the Design System and mapped exception flows required for a safe, complete certification journey.
- Documented the product model so future decisions would not depend on isolated screens.
Choices made explicit for the team.
- Make the operational model visible before committing to interface solutions.
- Prioritize connected end-to-end flows over isolated screens.
- Validate scope, navigation and exception flows with stakeholders throughout the work.
- Deliver the complete certification journey rather than limiting the first platform to partial essential flows.
- Rebuild trust through visible progress, partnership and consistent decisions.
Strategic impact and outcomes.
- A shared representation of a previously fragmented operation.
- A complete digital journey enabling certified pre-owned vehicle evaluation and certification.
- A scalable base for future product decisions, improvements and platform evolution.
- Operational rules translated into connected, testable user journeys.
- Stakeholder trust restored after a difficult previous consulting experience.
- Adoption by 98% of eligible authorized retailers, with remaining locations outside the applicable certification operation.
Trust grew from turning a fragmented manual operation into a complete, secure and understandable product journey.