Angus Visitor Security
Visitor Security is an enterprise module within MRI Angus used by building managers and front-desk security teams to manage daily visitor operations across commercial properties.
This redesign focused on consolidating existing workflows, modernizing legacy interactions, and introducing restricted visitor management, all within the constraints of an existing enterprise design system.
In my role as the lead product designer, I spoke with clients for friction and workflow validation, defined interaction architecture for the new designs, and collaborated with engineering on implementation and a phased rollout approach.
One process split across systems
Visitor management is a high-frequency, time-sensitive task. Security teams rely on speed and clarity, especially during peak hours when multiple visitors arrive at once.
In the legacy Visitor Security module, that workflow had evolved over time rather than being intentionally designed as a cohesive system. Key actions were distributed across different areas of Angus, with users relying on memory and training instead of usability.
Three separate lists for one workflow
Visitor management required moving between three distinct destinations: Expected, Arrived, and Groups. Each list was accessed through different navigation paths instead of progressing through a continuous flow. Users had to remember where information lived and switch contexts to complete what was fundamentally one task.
Check-in wasn’t where decisons happened
The primary action lived outside the row context. Users first had to select an entry, then trigger a global “Check in” button from the top bar. The interaction separated intent from execution, adding unnecessary friction to a task that should feel immediate and direct.
Search was powerful, but hard to access
Advanced search to look for past records existed, but it was buried within global navigation and showed as a dense legacy form. While functionally capable, its placement and presentation discouraged quick and easy use.
Designing from scratch
Rather than retrofitting existing dealership workflows, we started from first principles, mapping the entire car-buying journey end to end and identifying where uncertainty and drop-off occurred.
Early wireframes focused on simplifying decisions and reducing cognitive load to give users a clear sense of progress before visual polish or feature depth was introduced.
Creating a modern car-buying experience
Price Estimation
Pricing Transparency: Changes to the deal (down payment, mileage, add-ons etc.) reflect onto the monthly pricing shown in the footer in real time, will full price breakdown accessible at all times.
Trust: The app does not ask for any personal information before price is configured and calculated, and the user is onboarded once the entire deal is configured. This was a major pain point users had with other digital retailing tools.
User Onboarding
No disconnect: Email verifications are frustrating as they break the journey and create an experience disconnect for the user. Our onboarding process eliminates that.
Faster: Using an OTP (one time password) takes seconds to verify a user, where they can opt to use their phone number or email for OTP verification.
Deal Progress
Clarity: At every stage of the deal building process the progress bar shows the status of each step (completed) and the total number of steps remaining. Car-buyers often complain about the lack of clarity in the process and our app gives them more control.
Nonlinearity: Buyers can move between the steps and complete them in the order they see fit - something that no other retailing tool offers.
Test Drive
Convenience: Our research showed that test drives are a crucial part of the car-buying process, with 70-80% of buyers testing their drives before purchasing. However most retailing tools book test drive sessions offline, with most buyers having to set up appointments over the phone. Our app keeps test drive schedules for each available vehicle and lets the user schedule an appointment in-app.
Contracting
State-of-the-art contracting tool that lets buyers view, download and upload contracts and sign them digitally. Our platform allows for third-party integrations for popular e-Sign tools like DocuSign that dealers can configure at their end, and lets buyers sign digitally in-app as well.
Key design principle:
Confidence through personalization
Buying a car involves high-stakes decisions, and confidence comes from feeling understood. Personalization in Drift was designed to reduce uncertainty by tailoring the experience to each user’s context, without forcing commitment too early.
Throughout the journey, analytics and optional inputs were used to surface the most relevant financing options, add-ons, and recommendations. Small language choices, such as asking “How many miles are on your vehicle?” instead of “Enter mileage”, helped make complex steps feel more human and trustworthy.
What Drift was able to accomplish
Drift was initially launched as a 90-day pilot across multiple dealership partners and was subsequently rolled into broader production use. Results below reflect a combination of pilot findings and post-pilot performance as dealerships transitioned from legacy digital retail flows to Drift’s digital experience. Performance is measured relative to existing dealership workflows and prior digital buying tools in use at participating dealerships.
Online-to-sale conversion: ~25% increase compared to existing digital buying flows, driven by reduced friction and clearer deal configuration.
F&I revenue per unit: ~54% increase (e.g., ~$1,287 → ~$1,983), supported by better product surfacing and contextual recommendations.
Financing drop-off: ~30% reduction in abandonment during financing through soft pre-qualification and clearer financing options.
Trade-in ROI: Shift from net negative to positive returns (example reported swing from –$143 → +$217 per deal) due to improved data capture and valuation confidence.
Customer satisfaction: +15-point uplift in NPS among digital buyers compared to baseline dealership digital experiences.