Slide 1
sanju.design
Portfolio review
Sanju Varma
Hands-on design leader. Zūm, Tesla, Cisco, Adobe.
Slide 2
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Design leader at Tesla, Cisco, Adobe and other smaller tech companies
Live in Campbell, with my wife and 2 boys
Versatile, sweating the details in startups, working within a process in big companies, leading teams along the way
Passionate about problem solving for customers, data-informed, with big-picture thinking
Prototype, test, fail, fail, fail and delight
Geek out on tech gadgets, audio and home theater, love cars and watch a lot of F1 racing
Hiking in the summer and skiing in the winter, Asian fusion food, teppanyaki and fish tacos for my taste buds
Ideal time-out is at the beach, all-inclusive resorts, music concerts and all that jazz!
Slide 3
Two Zūm dispatchers at their desks
Zūm, 2024–nowDispatch, driver and parent apps for 7,500+ schools
The Tesla for Business dashboard
Tesla, 2020–2023Fleet onboarding from 6 weeks to 15 minutes
Guided network setup in Cisco DNA Center
Cisco, 2017–2020Network setup from 83 days to 2 weeks
The Adobe Admin Console cart with every cloud in one checkout
Adobe, 2016–2017Business setup from 4–8 weeks to 1–3 hours
The redesigned PubMatic platform
PubMatic, 2012–2016Customers logging in from 6% to 60%
Morning, the school app I built
My own appsMorning and dubara, built in code with AI
Slide 4
Agenda
Design, leading, AI. Then questions.
01Tesla RailroadDesign: 2,700 vehicles to Hertz in one weekend.
02Tesla ShopLeading: coaching a junior designer; orders from 6 days to 15 minutes.
03Zūm AIAI: conversational AI at Zūm, prototyped in code.
Slide 5
Tesla for Business
I was its first designer, from first sketches to the platform 150,000+ vehicles run on.
Hands-on design lead, 2020–23 · 3 PMs, 12 engineers · managed 2 designers (2022–23).
Procurement managerOrders and accepts the vehicles.
Fleet managerRuns the fleet and its cost of ownership.
Service managerKeeps every vehicle on the road.
Persona
This story follows the procurement manager, who orders the vehicles and accepts the deliveries.
Procurement managerOrders and accepts the vehicles.
Fleet managerRuns the fleet and its cost of ownership.
Service managerKeeps every vehicle on the road.
Building a Model 3 for the fleet, with Full Self-Driving and charging add-ons
Order
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
Back
2023 Model 3
Delivery on May 20, 2023RN104199841VIN 5YJ3E1EA7PF104043
Pre-delivery
Order Details
Company
Driver
Delivery Details
Registration
Financing
At delivery
Inspection
Agreement
Sign and Accept
Sign and Accept
By signing, you accept delivery of this vehicle.
Delivery agreement Read in the last step, signed here
Accept DeliveryReport a Problem
Model 3
RN104199841
5YJ3E1EA7PF104043 License # 8Z983MK54
Delivery
Earliest Delivery Date
May 20, 2023
Delivery Location
Hayward, CA
Delivery Method
Pickup
Vehicle Price$52,990.00
Accessories$550.00
Amount Due$53,440.00
Includes taxes, fees, order fee and payments
+ Show Details
Take delivery
One fleet vehicle: its drivers, location and alerts
Fleet management
Service: appointments, cost estimates and expenses
Service
Slide 6
Hayward, CA · Q2 2023
Hertz ordered 100,000 Teslas. About 2,700 had to be delivered from an abandoned rail yard in one weekend. One at a time, that could take weeks.
Slide 7
Context · Field visit
Before I started designing, my PM, two engineers and I watched a business customer in Sunnyvale take delivery of 16 vehicles, one at a time.
Tesla's Sunnyvale delivery center: staff at the check-in desk
Slide 8
What I learned from the field visit
How business customers took delivery.
01Factory loaded vehicles in the carrier
02Delivery ops teams drove them to delivery locations
03Vehicles scanned and marked for delivery
Slide 9
What I learned from the field visit
How business customers took delivery.Procurement manager and their team inspected and signed for every vehicle.Each vehicle took 24 minutes to accept, signed on paper and digitized later.
TESLA, INC.Form TFB-DA-01 · Rev. 03/23
Vehicle Delivery Acceptance
Business order. Complete one packet per vehicle. Print clearly in ink.
Customer (legal name)Gotham Fleet LLC
EIN84-3920117
Order numberRN118204556
VIN5YJ3E1EA7PF104043
Year / Model2023 Model 3
Delivery contactKim Wexler
Delivery locationHayward, CA
Delivery date5/20/23
This packet contains the pre-delivery checklist, the odometer disclosure statement, the delivery terms and the acceptance. All pages must be initialed. Incomplete packets will delay title, registration and invoicing.
TESLA, INC.Form TFB-DA-01 · Rev. 03/23
Section 1. Pre-Delivery Tasks
All items must be complete before the vehicle can be released.
Delivery contact named and authorized
Delivery location and site hours confirmed
Proof of insurance, VIN-specific, attached
Third-party financing approved, lienholder listed
Title and registration application signed
Limited power of attorney signed
Letter of authorization for delivery contact
Proof of business (articles or good standing)
Payment received and cleared
Lienholder—
Insurer / policy no.Pacific Mutual · FL-22817
TESLA, INC.Form TFB-DA-01 · Rev. 03/23
Section 2. Odometer Disclosure Statement
Federal and state law require that you state the mileage upon transfer of ownership. Failure to complete or providing a false statement may result in fines and/or imprisonment.
Odometer reading12 miles (no tenths)
Make / Body typeTesla · Sedan
TransferorTesla, Inc.
TransfereeGotham Fleet LLC
Reflects the actual mileage of the vehicle
Reflects mileage in excess of mechanical limits
Is NOT the actual mileage. WARNING: odometer discrepancy
TESLA, INC.Form TFB-DA-01 · Rev. 03/23
Section 3. Delivery Terms
Pre-Delivery Tasks
Delivery Contact. Customer names one delivery contact, authorized to inspect and accept each Vehicle at the delivery location.
Delivery Location. Customer confirms the delivery address, site hours and access instructions for car carriers.
Proof of Insurance. Customer provides VIN-specific proof of insurance meeting the minimums of the registration state before delivery.
Financing. Where a Vehicle is financed by a third-party lender, Customer provides the lender’s approval, payoff instructions and lienholder details.
Title and Registration. Customer completes the title and registration application, including the registered owner, garaging address and lessee, if any.
Power of Attorney. Customer signs a limited power of attorney allowing Tesla to apply for title, registration and plates on Customer’s behalf.
Letter of Authorization. Customer provides a letter authorizing the named delivery contact to sign for the business.
Proof of Business. Customer provides its legal name, EIN, and articles of incorporation or a current certificate of good standing.
Payment. Payment, or funding from Customer’s lender, is received and cleared before the Vehicle is released.
Vehicle and Inspection
Vehicle. Tesla delivers the Vehicle identified by the VIN below, as configured in the Order.
Inspection. Customer may inspect the Vehicle at delivery, or waive inspection and report issues within the inspection window.
Damage and Defects. Damage, defects or missing items not noted at delivery are handled under the Master Fleet Purchase Agreement.
Charging Equipment. The Vehicle is delivered with its Mobile Connector, which Customer confirms is in the Vehicle.
Keys. Customer confirms receipt of two key cards and access to the Vehicle in the Tesla for Business account.
TESLA, INC.Form TFB-DA-01 · Rev. 03/23
Odometer Disclosure
Odometer Reading. Federal and state law require a statement of mileage on transfer of ownership. The reading below reflects the Vehicle’s actual mileage.
Certification. Tesla certifies that, to the best of its knowledge, the odometer has not been altered, set back or disconnected.
Title, Registration and Risk
Title. Title passes to Customer, or to Customer’s lienholder as first lien, on acceptance of delivery.
Risk of Loss. Risk of loss passes to Customer on acceptance. Customer’s insurance applies from that moment.
Registration. Tesla submits registration in Customer’s name as set out in the application. Plates and documents follow by mail.
Temporary Tags. Where permanent plates are not yet issued, temporary tags are provided and must remain displayed until replaced.
Taxes and Fees. Sales tax, registration and documentation fees are charged as itemized on the invoice for the Vehicle.
General Terms
Warranty. The New Vehicle Limited Warranty applies from the date of delivery, as described in the Warranty booklet.
Software. Customer accepts the software and connectivity terms that apply to the Vehicle’s features and updates.
Data. Vehicle data is handled under Tesla’s Customer Privacy Notice and the fleet data terms in the Order.
Authorized Representative. The person signing confirms they are authorized to accept delivery on Customer’s behalf.
Electronic Signature. Customer agrees that this Agreement may be signed electronically and that an electronic signature is binding.
Governing Law. This Agreement is governed by the laws of the state in which the Vehicle is delivered.
Entire Agreement. This Agreement, the Order and the Master Fleet Purchase Agreement are the entire agreement for this Vehicle.
TESLA, INC.Form TFB-DA-01 · Rev. 03/23
Section 4. Acceptance
Vehicle inspected at delivery
Inspection waived (7-day window)
Two keys and owner documents received
Mobile Connector in the vehicle
By signing, the Customer accepts delivery of the Vehicle identified in this packet. Title and risk of loss pass to the Customer on acceptance. Damage, defects or missing items not noted on this form are handled under the Master Fleet Purchase Agreement. The person signing confirms they are authorized to accept delivery on the Customer’s behalf.
Authorized representative
KWInitials
Print name: Kim Wexler Date: 5/20/23
Delivery AgreementFINISH
Please review and sign · Model 3 · 5YJ3E1EA7PF104043
Tesla
Agreement No. HZ-2023-05-0042
Delivery Acceptance and Agreement
1. Pre-Delivery Tasks
1.1 Delivery Contact. Customer names one delivery contact, authorized to inspect and accept each Vehicle at the delivery location.
1.2 Delivery Location. Customer confirms the delivery address, site hours and access instructions for car carriers.
1.3 Proof of Insurance. Customer provides VIN-specific proof of insurance meeting the minimums of the registration state before delivery.
1.4 Financing. Where a Vehicle is financed by a third-party lender, Customer provides the lender’s approval, payoff instructions and lienholder details.
1.5 Title and Registration. Customer completes the title and registration application, including the registered owner, garaging address and lessee, if any.
1.6 Power of Attorney. Customer signs a limited power of attorney allowing Tesla to apply for title, registration and plates on Customer’s behalf.
1.7 Letter of Authorization. Customer provides a letter authorizing the named delivery contact to sign for the business.
1.8 Proof of Business. Customer provides its legal name, EIN, and articles of incorporation or a current certificate of good standing.
1.9 Payment. Payment, or funding from Customer’s lender, is received and cleared before the Vehicle is released.
2. Vehicle and Inspection
2.1 Vehicle. Tesla delivers the Vehicle identified by the VIN below, as configured in the Order.
2.2 Inspection. Customer may inspect the Vehicle at delivery, or waive inspection and report issues within the inspection window.
2.3 Damage and Defects. Damage, defects or missing items not noted at delivery are handled under the Master Fleet Purchase Agreement.
2.4 Charging Equipment. The Vehicle is delivered with its Mobile Connector, which Customer confirms is in the Vehicle.
2.5 Keys. Customer confirms receipt of two key cards and access to the Vehicle in the Tesla for Business account.
3. Odometer Disclosure
3.1 Odometer Reading. Federal and state law require a statement of mileage on transfer of ownership. The reading below reflects the Vehicle’s actual mileage.
3.2 Certification. Tesla certifies that, to the best of its knowledge, the odometer has not been altered, set back or disconnected.
4. Title, Registration and Risk
4.1 Title. Title passes to Customer, or to Customer’s lienholder as first lien, on acceptance of delivery.
4.2 Risk of Loss. Risk of loss passes to Customer on acceptance. Customer’s insurance applies from that moment.
4.3 Registration. Tesla submits registration in Customer’s name as set out in the application. Plates and documents follow by mail.
4.4 Temporary Tags. Where permanent plates are not yet issued, temporary tags are provided and must remain displayed until replaced.
4.5 Taxes and Fees. Sales tax, registration and documentation fees are charged as itemized on the invoice for the Vehicle.
5. General Terms
5.1 Warranty. The New Vehicle Limited Warranty applies from the date of delivery, as described in the Warranty booklet.
5.2 Software. Customer accepts the software and connectivity terms that apply to the Vehicle’s features and updates.
5.3 Data. Vehicle data is handled under Tesla’s Customer Privacy Notice and the fleet data terms in the Order.
5.4 Authorized Representative. The person signing confirms they are authorized to accept delivery on Customer’s behalf.
5.5 Electronic Signature. Customer agrees that this Agreement may be signed electronically and that an electronic signature is binding.
5.6 Governing Law. This Agreement is governed by the laws of the state in which the Vehicle is delivered.
5.7 Entire Agreement. This Agreement, the Order and the Master Fleet Purchase Agreement are the entire agreement for this Vehicle.
VIN
5YJ3E1EA7PF104043
Customer
Gotham Fleet
Sign
01Factory loaded vehicles in the carrier
02Delivery ops teams drove them to delivery locations
03Vehicles scanned and marked for delivery
Slide 10
The problem
Business customers accepted delivery one vehicle at a time, on paper. The manual process slowed every handover and delayed revenue.
Slide 11
Goal
Revenue the day vehicles arrive, at any scale.
MetricForFromTarget
Revenue at scaleTeslaHours or daysSame day
Efficiency at scaleBusiness customers24 min per vehicleMinutes per delivery
PaperworkCustomers, delivery opsA packet per vehicleZero paper
Slide 12
My approach
I sequenced three releases, each retiring one risk: digital first, then scale, then vehicles ready before they arrive.
Iteration 1
Paperless acceptance for one vehicle, shipped fast
Iteration 2
Bulk acceptance, built for scale
Iteration 3
Scheduled delivery groups, fully streamlined
Slide 13
Iteration 1 · Shipped
First, one vehicle, fully digital. It shipped within a week.
No offline agreement, and 7 days to inspect.
InspectionCheck the vehicle before accepting it.
AgreementRead the delivery agreement, in the product.
Sign and AcceptSign once, in the product.
Delivery acceptedThe vehicle joins the fleet.
Iteration 1 · Result
24 → 8 minutes a vehicle, but still one at a time.
Time to revenue
Not yet
goal: same day
Handover time · Met
24 → 8 min
per vehicle
Bulk acceptance
1 at a time
goal: a whole group
What I gave up
I held bulk back, because bulk needed acceptance to be digital first.
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
Back
2023 Model 3
Delivery on May 20, 2023RN104199841VIN 5YJ3E1EA7PF104043
Pre-delivery
Order Details
Company
Driver
Delivery Details
Registration
Financing
Payment Responsibility
Supercharging
Gotham Fleet
Service
Gotham Fleet
Subscriptions
Gotham Fleet
Save & NextSkip
Model 3
RN104199841
5YJ3E1EA7PF104043 License # 8Z983MK54
Delivery
Earliest Delivery Date
May 20, 2023
Delivery Location
Hayward, CA
Delivery Method
Pickup
Vehicle Price$52,990.00
Accessories$550.00
Amount Due$53,440.00
Includes taxes, fees, order fee and payments
+ Show Details
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
Back
2023 Model 3
Delivery on May 20, 2023RN104199841VIN 5YJ3E1EA7PF104043
Pre-delivery
Order Details
Company
Driver
Delivery Details
Registration
Financing
At delivery
Inspection
Agreement
Sign and Accept
Sign and Accept
By signing, you accept delivery of this vehicle.
Delivery agreement Read in the last step, signed here
Accept DeliveryReport a Problem
Model 3
RN104199841
5YJ3E1EA7PF104043 License # 8Z983MK54
Delivery
Earliest Delivery Date
May 20, 2023
Delivery Location
Hayward, CA
Delivery Method
Pickup
Vehicle Price$52,990.00
Accessories$550.00
Amount Due$53,440.00
Includes taxes, fees, order fee and payments
+ Show Details
Slide 14
Iteration 2 · The scale problem
1 vehicle
InspectionAgreementSign and Accept
Slide 15
Iteration 2 · ExplorationsIteration 2 · Exploration 1 · ShippedIteration 2 · Exploration 2 · ShippedIteration 2 · Exploration 3 · Fast followIteration 2 · Exploration 4 · Discarded
How does a business customer accept many vehicles at once?They check: filter, tick the ready ones, sign once.We tell them: an email as each vehicle turns ready.Paste the VINs field ops sent, sign once.Auto-accept, but they still had to sign the agreement.
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
Orders
View Settings
Accept DeliveryCreate Order
VehicleAssigned VINDelivery DateStatus & Task
2023 Model XRN117922305
5YJXE1EA7PF104065
May 20, 2023Ready for 2 days
Accept Delivery⋮
2023 Model SRN117922941
5YJSE1EA7PF104077
May 20, 2023Ready for 2 days
Accept Delivery⋮
2023 Model 3RN117922146
5YJ3E1EA7PF104062
May 20, 2023Ready for 1 day
Accept Delivery⋮
2023 Model SRN117922570
5YJSE1EA7PF104070
May 20, 2023Ready for 1 day
Accept Delivery⋮
2023 Model YRN117922729
5YJYE1EA7PF104073
May 20, 2023Ready for 9 hours
Accept Delivery⋮
2023 Model 3RN117922411
5YJ3E1EA7PF104067
May 20, 2023Ready for 7 hours
Accept Delivery⋮
2023 Model XRN117923047
5YJXE1EA7PF104079
May 20, 2023Ready for 6 hours
Accept Delivery⋮
2023 Model 3RN117922040
5YJ3E1EA7PF104060
May 20, 2023Ready for 5 hours
Accept Delivery⋮
2023 Model XRN117922676
5YJXE1EA7PF104072
May 20, 2023Ready for 4 hours
Accept Delivery⋮
2023 Model YRN117922835
5YJYE1EA7PF104075
May 20, 2023Ready for 3 hours
Accept Delivery⋮
2023 Model SRN117922199
5YJSE1EA7PF104063
May 20, 2023Ready for 2 hours
Accept Delivery⋮
2023 Model YRN117922464
5YJYE1EA7PF104068
May 20, 2023Ready for 1 hour
Accept Delivery⋮
2023 Model YRN117922093
—
—
Complete Pre-Delivery⋮
2023 Model 3RN117922252
5YJ3E1EA7PF104064
—
Complete Pre-Delivery⋮
2023 Model YRN117922358
5YJYE1EA7PF104066
Jun 14, 2023
Delivery Scheduled⋮
2023 Model 3RN117922517
—
—
Complete Pre-Delivery⋮
2023 Model 3RN117922623
—
—
Complete Pre-Delivery⋮
2023 Model 3RN117922782
5YJ3E1EA7PF104074
Jun 14, 2023
Delivery Scheduled⋮
2023 Model 3RN117922888
5YJ3E1EA7PF104076
—
Complete Pre-Delivery⋮
2023 Model 3RN117922994
—
—
Complete Pre-Delivery⋮
Gotham Fleet
Default Delivery Location
1200 Industrial Pkwy
Hayward, CA 94545
View All
64
Orders Placed
52
Orders in Pre-Delivery
38
Pre-Delivery Tasks Completed
12
Ready to Accept
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
Orders
View Settings
Accept DeliveryCreate Order
VehicleAssigned VINDelivery DateStatus & Task
2023 Model 3RN117922040
5YJ3E1EA7PF104060
May 20, 2023
Accept Delivery⋮
2023 Model YRN117922093
—
—
Complete Pre-Delivery⋮
2023 Model 3RN117922146
5YJ3E1EA7PF104062
May 20, 2023
Accept Delivery⋮
2023 Model SRN117922199
5YJSE1EA7PF104063
May 20, 2023
Accept Delivery⋮
2023 Model 3RN117922252
5YJ3E1EA7PF104064
—
Complete Pre-Delivery⋮
2023 Model XRN117922305
5YJXE1EA7PF104065
May 20, 2023
Accept Delivery⋮
2023 Model YRN117922358
5YJYE1EA7PF104066
Jun 14, 2023
Delivery Scheduled⋮
2023 Model 3RN117922411
5YJ3E1EA7PF104067
May 20, 2023
Accept Delivery⋮
2023 Model YRN117922464
5YJYE1EA7PF104068
May 20, 2023
Accept Delivery⋮
2023 Model 3RN117922517
—
—
Complete Pre-Delivery⋮
2023 Model SRN117922570
5YJSE1EA7PF104070
May 20, 2023
Accept Delivery⋮
2023 Model 3RN117922623
—
—
Complete Pre-Delivery⋮
2023 Model XRN117922676
5YJXE1EA7PF104072
May 20, 2023
Accept Delivery⋮
2023 Model YRN117922729
5YJYE1EA7PF104073
May 20, 2023
Accept Delivery⋮
2023 Model 3RN117922782
5YJ3E1EA7PF104074
Jun 14, 2023
Delivery Scheduled⋮
2023 Model YRN117922835
5YJYE1EA7PF104075
May 20, 2023
Accept Delivery⋮
2023 Model 3RN117922888
5YJ3E1EA7PF104076
—
Complete Pre-Delivery⋮
2023 Model SRN117922941
5YJSE1EA7PF104077
May 20, 2023
Accept Delivery⋮
2023 Model 3RN117922994
—
—
Complete Pre-Delivery⋮
2023 Model XRN117923047
5YJXE1EA7PF104079
May 20, 2023
Accept Delivery⋮
Gotham Fleet
Default Delivery Location
1200 Industrial Pkwy
Hayward, CA 94545
View All
64
Orders Placed
52
Orders in Pre-Delivery
38
Pre-Delivery Tasks Completed
12
Ready to Accept
ShippedThey check
SearchKW
Inbox
Drafts
Sent Items
Archive
InboxFocused
FGFinance, Gotham FleetQ4 fleet budgetNumbers for the new vehicles are attached.8:12 AM
TTesla for BusinessA Vehicle Is Ready to AcceptAccept delivery in Tesla for Business.Yesterday
IDInsurance deskPolicy update for 40 vehiclesPlease review before Friday.Yesterday
TTesla for BusinessA Vehicle Is Ready to AcceptAccept delivery in Tesla for Business.Yesterday
DODriver onboardingCharging cards for new driversSix drivers start on Monday.Mon
Select an item to read
ShippedWe tell them
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
Back to Orders
Select by VIN
Use the VINs your delivery location emailed you.
Paste VINs, one per line
5YJ3E1EA7PF104040
5YJ3E1EA7PF104041
5YJ3E1EA7PF104042
5YJ3E1EA7PF104043
Or upload the sheet
hayward-vins.xlsx119 VINs
123 VINs matched to orders
VehicleOrder
2023 Model 35YJ3E1EA7PF104040
RN117871570
2023 Model 35YJ3E1EA7PF104041
RN117871607
2023 Model Y5YJ3E1EA7PF104042
RN117871644
2023 Model 35YJ3E1EA7PF104043
RN117871681
2023 Model 35YJ3E1EA7PF104044
RN117871718
2023 Model Y5YJ3E1EA7PF104045
RN117871755
2023 Model 35YJ3E1EA7PF104046
RN117871792
2023 Model 35YJ3E1EA7PF104047
RN117871829
2023 Model Y5YJ3E1EA7PF104048
RN117871866
2023 Model 35YJ3E1EA7PF104049
RN117871903
2023 Model 35YJ3E1EA7PF104050
RN117871940
2023 Model Y5YJ3E1EA7PF104051
RN117871977
Accept DeliveryCancel123 vehicles
Shipped as a fast followPaste the VINs
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
Orders
View Settings
Accept DeliveryCreate Order
VehicleAssigned VINDelivery DateStatus & Task
2023 Model XRN117922305
5YJXE1EA7PF104065
May 20, 2023Ready for 2 days
Accept Delivery⋮
2023 Model SRN117922941
5YJSE1EA7PF104077
May 20, 2023Ready for 2 days
Accept Delivery⋮
2023 Model 3RN117922146
5YJ3E1EA7PF104062
May 20, 2023Ready for 1 day
Accept Delivery⋮
2023 Model SRN117922570
5YJSE1EA7PF104070
May 20, 2023Ready for 1 day
Accept Delivery⋮
2023 Model YRN117922729
5YJYE1EA7PF104073
May 20, 2023Ready for 9 hours
Accept Delivery⋮
2023 Model 3RN117922411
5YJ3E1EA7PF104067
May 20, 2023Ready for 7 hours
Accept Delivery⋮
2023 Model XRN117923047
5YJXE1EA7PF104079
May 20, 2023Ready for 6 hours
Accept Delivery⋮
2023 Model 3RN117922040
5YJ3E1EA7PF104060
May 20, 2023Ready for 5 hours
Accept Delivery⋮
2023 Model XRN117922676
5YJXE1EA7PF104072
May 20, 2023Ready for 4 hours
Accept Delivery⋮
2023 Model YRN117922835
5YJYE1EA7PF104075
May 20, 2023Ready for 3 hours
Accept Delivery⋮
2023 Model SRN117922199
5YJSE1EA7PF104063
May 20, 2023Ready for 2 hours
Accept Delivery⋮
2023 Model YRN117922464
5YJYE1EA7PF104068
May 20, 2023Ready for 1 hour
Accept Delivery⋮
2023 Model YRN117922093
—
—
Complete Pre-Delivery⋮
2023 Model 3RN117922252
5YJ3E1EA7PF104064
—
Complete Pre-Delivery⋮
2023 Model YRN117922358
5YJYE1EA7PF104066
Jun 14, 2023
Delivery Scheduled⋮
2023 Model 3RN117922517
—
—
Complete Pre-Delivery⋮
2023 Model 3RN117922623
—
—
Complete Pre-Delivery⋮
2023 Model 3RN117922782
5YJ3E1EA7PF104074
Jun 14, 2023
Delivery Scheduled⋮
2023 Model 3RN117922888
5YJ3E1EA7PF104076
—
Complete Pre-Delivery⋮
2023 Model 3RN117922994
—
—
Complete Pre-Delivery⋮
Gotham Fleet
Default Delivery Location
1200 Industrial Pkwy
Hayward, CA 94545
View All
64
Orders Placed
52
Orders in Pre-Delivery
38
Pre-Delivery Tasks Completed
12
Ready to Accept
DiscardedIt just happens
Slide 16
Iteration 2 · Result
Next, any set of vehicles the manager picked, signed once.
Time to revenue · Partly
Sometimes same day
goal: same day
Handover time · Met
8 min
per vehicle, from iteration 1
Bulk acceptance · Partly
A hand-picked set
goal: a whole group
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
Orders
View Settings
Accept Delivery (12)Create Order
Status: Accept Delivery ✕12 selected
VehicleAssigned VINDelivery DateStatus & Task
2023 Model 3RN117922040
5YJ3E1EA7PF104060
May 20, 2023
Accept Delivery⋮
2023 Model 3RN117922146
5YJ3E1EA7PF104062
May 20, 2023
Accept Delivery⋮
2023 Model SRN117922199
5YJSE1EA7PF104063
May 20, 2023
Accept Delivery⋮
2023 Model XRN117922305
5YJXE1EA7PF104065
May 20, 2023
Accept Delivery⋮
2023 Model 3RN117922411
5YJ3E1EA7PF104067
May 20, 2023
Accept Delivery⋮
2023 Model YRN117922464
5YJYE1EA7PF104068
May 20, 2023
Accept Delivery⋮
2023 Model SRN117922570
5YJSE1EA7PF104070
May 20, 2023
Accept Delivery⋮
2023 Model XRN117922676
5YJXE1EA7PF104072
May 20, 2023
Accept Delivery⋮
2023 Model YRN117922729
5YJYE1EA7PF104073
May 20, 2023
Accept Delivery⋮
2023 Model YRN117922835
5YJYE1EA7PF104075
May 20, 2023
Accept Delivery⋮
2023 Model SRN117922941
5YJSE1EA7PF104077
May 20, 2023
Accept Delivery⋮
2023 Model XRN117923047
5YJXE1EA7PF104079
May 20, 2023
Accept Delivery⋮
Gotham Fleet
Default Delivery Location
1200 Industrial Pkwy
Hayward, CA 94545
View All
64
Orders Placed
52
Orders in Pre-Delivery
38
Pre-Delivery Tasks Completed
12
Ready to Accept
Accept Delivery
12 vehicles · Gotham Fleet · May 20, 2023
DocumentsDownload All
Delivery Acceptance AgreementView
Motor Vehicle Purchase AgreementView
Registration Power of AttorneyView
InvoiceView
I confirm on behalf of Gotham Fleet that I have taken delivery of the 12 vehicles listed in this order at the delivery location. Inspection isn’t required at delivery; I have 7 days from delivery to inspect these vehicles and report a problem. Acceptance is subject to the Tesla Fleet Customer Agreement and each vehicle’s Motor Vehicle Purchase Agreement.
Signature
Sign and AcceptCancel
Slide 17
Iteration 2 · Field test
The weekend after release, my PM and I went to the rail yard to see if it worked in the real world.
Questions I went to answer
Would procurement be there on time?Or would field crews email what’s ready?Would the network hold up on the lot?What other friction would show up?
The rail yard from above, rows of new Teslas parked between the tracks
A vehicle carrier stacked with new Teslas pulling out of the factory
Slide 18
Rail yard observations
Bulk acceptance worked. But a few vehicles arrived with financing or insurance not done, so the team came back the next day.
Iteration 3 · Goal
So I went upstream and drove cross-functional alignment with delivery ops: vehicles ready before they arrive, accepted in one click.
Slide 19
My approach
I drove cross-functional alignment with delivery ops to fix readiness upstream, in their tool.
T E S L ADelivery OpsPlannerLotsCarriersExceptionsKW · Hayward Hub
Location
Hayward, CA
Customer
Gotham Fleet
Window
May 20 – Jun 6
Checks
FinancingInsuranceDelivery contact
Delivery Groups
Create Group
GroupDateContactVehiclesPre-checkStatus
Delivery ops platform user creates delivery groups.Not my design
API
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
Dashboard
Bulk Deliveries 9View All
Not Ready to Accept
123 Vehicles
May 20, 2023 · 41 of 123 ready
Ready to Accept
96 Vehicles
May 22, 2023
Not Ready to Accept
118 Vehicles
May 30, 2023 · 0 of 118 ready
Not Ready to Accept
121 Vehicles
Jun 6, 2023 · 0 of 121 ready
Tasks
Last updated today at 10:54 AM
i6 Bulk Deliveries Need AcceptanceView All
!29 Cost Estimates Need ApprovalView All
!12 Owner Transfers Need ApprovalView All
!1 Order Needs ApprovalView
Alerts
Last updated today at 10:54 AM
!85 RecallsView All
!191 Vehicle Health IssuesView All
Appointments
14 Service AppointmentsView All
Fleet
482 vehicles
Model S
82
Model 3
207
Model Y
131
Orders
17 in progress
Delivery Scheduled
4
Pre-Delivery Pending
11
Needs Approval
2
Create Order
Billing
$8,552.55 total due
Currently Accrued
Supercharging
$2,870.90
Subscriptions
$3,341.98
Past Due Invoices
Service
$1,670.34
Supercharging
$11,874.01
Subscriptions
$6,025.55
Shop
$541.89
Active Subscriptions
$6,025.55 monthly due
Premium Connectivity
Renews Mar 1, 2023 · Monthly Due: $1,448.55
406 vehicles active
Full Self-Driving Capability
Renews Mar 1, 2023 · Monthly Due: $4,577.00
74 vehicles active
Tesla for BusinessTo: Procurement Manager, Gotham Fleet10:54 AM
Tesla
A Delivery Group Is Ready to Accept
Every vehicle in it is ready. Accept the whole group in Tesla for Business.
Delivery LocationHayward, CA
Delivery DateMay 23, 2023
Delivery Group
18 VehiclesReady to Accept
View Delivery Group
Tesla for BusinessTo: Procurement Manager, Gotham Fleet9:12 AM
Tesla
A Delivery Group Is Scheduled
It isn’t ready to accept yet. You can accept it once every vehicle is ready.
Delivery LocationHayward, CA
Delivery DateMay 23, 2023
Delivery Group
93 VehiclesNot Ready to Accept
View Delivery Group
Procurement manager gets an alert when a delivery group is ready to accept, or when it’s scheduled but not ready to accept yet.My design
Slide 20
Iteration 3 · Shipped · DashboardIteration 3 · Shipped · Bulk DeliveriesIteration 3 · Shipped · Bulk Delivery AcceptanceIteration 3 · Shipped · Exceptions
Groups arrive as they’re madeSee what’s ready, and whenCheck all, accept in one clickNot all ready? Remove a few, accept the rest
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
Back
Bulk Delivery
BD-1278373
Not Ready to Accept Delivery6 vehicle orders have mismatched or missing delivery information. View Mismatched Vehicles and remove them from this delivery group to accept the remaining vehicles.
All VehiclesMismatched Vehicles
VehicleVIN
Model YRN21787157
7SAYGDEF9NA000137Mismatched Delivery Contact⋮
Model YRN21787368
7SAYGDEF9NA004233Mismatched Delivery Contact⋮View DetailsRemove Vehicle
Model YRN21787579
7SAYGDEF9NA008329Mismatched Delivery Contact⋮
Model YRN21787790
7SAYGDEF9NA012425VIN Not Assigned⋮
Model YRN21788001
7SAYGDEF9NA016521Invoice Not Generated⋮
Model YRN21788212
7SAYGDEF9NA020617Mismatched Delivery Location⋮
93 Vehicles
BD-1278373
Model 3
51
Model Y
42
Delivery Details
Contact
Kim Wexler
Location
47623 Fremont Blvd, Fremont, CA
Method
Pickup
I confirm on behalf of Gotham Fleet that I have taken delivery of all 93 vehicles listed in delivery grouping BD-1278373 on or before May 29, 2023.
Accept Delivery
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
Dashboard
Bulk Deliveries 9View All
Not Ready to Accept
123 Vehicles
May 20, 2023 · 41 of 123 ready
Ready to Accept
96 Vehicles
May 22, 2023
Not Ready to Accept
118 Vehicles
May 30, 2023 · 0 of 118 ready
Not Ready to Accept
121 Vehicles
Jun 6, 2023 · 0 of 121 ready
Tasks
Last updated today at 10:54 AM
i6 Bulk Deliveries Need AcceptanceView All
!29 Cost Estimates Need ApprovalView All
!12 Owner Transfers Need ApprovalView All
!1 Order Needs ApprovalView
Alerts
Last updated today at 10:54 AM
!85 RecallsView All
!191 Vehicle Health IssuesView All
Appointments
14 Service AppointmentsView All
Fleet
482 vehicles
Model S
82
Model 3
207
Model Y
131
Orders
17 in progress
Delivery Scheduled
4
Pre-Delivery Pending
11
Needs Approval
2
Create Order
Billing
$8,552.55 total due
Currently Accrued
Supercharging
$2,870.90
Subscriptions
$3,341.98
Past Due Invoices
Service
$1,670.34
Supercharging
$11,874.01
Subscriptions
$6,025.55
Shop
$541.89
Active Subscriptions
$6,025.55 monthly due
Premium Connectivity
Renews Mar 1, 2023 · Monthly Due: $1,448.55
406 vehicles active
Full Self-Driving Capability
Renews Mar 1, 2023 · Monthly Due: $4,577.00
74 vehicles active
DashboardGroups arrive as they’re made
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
Back to Dashboard
Bulk Deliveries
Delivery GroupVehiclesDelivery DateLocationStatus
BD-1278373Gotham Fleet
123May 20, 2023Hayward, CANot Ready to Accept⋮
BD-1278402Gotham Fleet
96May 22, 2023Hayward, CAReady to Accept⋮
BD-1278455Gotham Fleet
118May 30, 2023Fremont, CANot Ready to Accept⋮
BD-1278511Gotham Fleet
121Jun 6, 2023Hayward, CANot Ready to Accept⋮
Bulk DeliveriesSee what’s ready, and when
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
Back
Bulk Delivery
BD-1278373 | May 20, 2023 Ready to Accept
VehicleStatus
2023 Model 35YJ3E1EA7PF104040
Ready to Accept⋮
2023 Model 35YJ3E1EA7PF104041
Ready to Accept⋮
2023 Model Y5YJ3E1EA7PF104042
Ready to Accept⋮
2023 Model 35YJ3E1EA7PF104043
Ready to Accept⋮
2023 Model 35YJ3E1EA7PF104044
Ready to Accept⋮
2023 Model Y5YJ3E1EA7PF104045
Ready to Accept⋮
2023 Model 35YJ3E1EA7PF104046
Ready to Accept⋮
2023 Model 35YJ3E1EA7PF104047
Ready to Accept⋮
2023 Model Y5YJ3E1EA7PF104048
Ready to Accept⋮
2023 Model 35YJ3E1EA7PF104049
Ready to Accept⋮
2023 Model 35YJ3E1EA7PF104050
Ready to Accept⋮
2023 Model Y5YJ3E1EA7PF104051
Ready to Accept⋮
2023 Model 35YJ3E1EA7PF104052
Ready to Accept⋮
2023 Model 35YJ3E1EA7PF104053
Ready to Accept⋮
2023 Model Y5YJ3E1EA7PF104054
Ready to Accept⋮
2023 Model 35YJ3E1EA7PF104055
Ready to Accept⋮
2023 Model 35YJ3E1EA7PF104056
Ready to Accept⋮
2023 Model Y5YJ3E1EA7PF104057
Ready to Accept⋮
2023 Model 35YJ3E1EA7PF104058
Ready to Accept⋮
2023 Model 35YJ3E1EA7PF104059
Ready to Accept⋮
123 Vehicles
BD-1278373
123 of 123 ready
Model 3
96
Model Y
27
Delivery Details
Contact
Kim Wexler
Date
May 20, 2023
Location
Hayward, CA
I confirm on behalf of Gotham Fleet that I have taken delivery of all 123 vehicles listed in delivery grouping BD-1278373 on or before May 20, 2023.
Accept Delivery
Deliveries Accepted
123 vehicles are now in your fleet.
Bulk Delivery AcceptanceCheck all, accept in one click
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
Back
Bulk Delivery
BD-1278373
VehicleVIN
Model YRN21787157
7SAYGDEF9NA000137⋮
Model YRN21787368
7SAYGDEF9NA004233⋮
Model YRN21787579
7SAYGDEF9NA008329⋮
Model YRN21787790
7SAYGDEF9NA012425⋮
Model YRN21788001
7SAYGDEF9NA016521⋮
Model YRN21788212
7SAYGDEF9NA020617⋮
Model YRN21788423
7SAYGDEF9NA024713⋮
Model YRN21788634
7SAYGDEF9NA028809⋮
87 Vehicles
BD-1278373
Model 3
48
Model Y
39
Delivery Details
Contact
Kim Wexler
Location
47623 Fremont Blvd, Fremont, CA
Method
Pickup
I confirm on behalf of Gotham Fleet that I have taken delivery of all 87 vehicles listed in delivery grouping BD-1278373 on or before May 29, 2023.
Accept Delivery
Bulk Delivery Accepted
87 vehicles have been added to your fleet
View All Orders
ExceptionsNot all ready? Remove a few, accept the rest
Slide 21
Iteration 3 · Goal met
Revenue now lands the day vehicles arrive.
MetricForFromTargetResult
Revenue at scaleTeslaHours or daysSame dayMet
Efficiency at scaleBusiness customers24 min per vehicleMinutes per deliveryMet
PaperworkCustomers, delivery opsA packet per vehicleZero paperMet
Slide 22
Post-launch
Accessibility and network issues.
✓Screens wash out in sun
✓Signal drops on the lot
✓Tablets work, landscape only
What I did
You’re offline, but your changes are saved. We’ll be back with you momentarily.
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
Back
Bulk Delivery
BD-1278373 | May 20, 2023 Ready to Accept
VehicleStatus
2023 Model 35YJ3E1EA7PF104040
Ready to Accept⋮
2023 Model 35YJ3E1EA7PF104041
Ready to Accept⋮
2023 Model Y5YJ3E1EA7PF104042
Ready to Accept⋮
2023 Model 35YJ3E1EA7PF104043
Ready to Accept⋮
2023 Model 35YJ3E1EA7PF104044
Ready to Accept⋮
2023 Model Y5YJ3E1EA7PF104045
Ready to Accept⋮
2023 Model 35YJ3E1EA7PF104046
Ready to Accept⋮
2023 Model 35YJ3E1EA7PF104047
Ready to Accept⋮
2023 Model Y5YJ3E1EA7PF104048
Ready to Accept⋮
123 Vehicles
BD-1278373
123 of 123 ready
Model 3
96
Model Y
27
Delivery Details
Contact
Kim Wexler
Date
May 20, 2023
Location
Hayward, CA
I confirm on behalf of Gotham Fleet that I have taken delivery of all 123 vehicles listed in delivery grouping BD-1278373 on or before May 20, 2023.
Accept Delivery
AccessibilityFixes with the accessibility team.
When the signal dropsThe page says you’re offline and keeps your changes.
Slide 23
What I’d do differently
Bring delivery ops in on day one. We’d have seen that deliveries weren’t scheduled before the weekend, not on it.
Slide 24
Tesla for Business, when I left
I was its first designer. Here’s what it grew into.
15 minto onboard a fleet, down from 6 weeks
150K+vehicles managed, up from 300
27countries, up from 1
Slide 25
Questions so far?
Slide 26
Leading a designer
For the next problem, I didn’t design it myself. I led, coached and unblocked a designer new to enterprise.
Slide 27
In parallel
Business customers were taking more deliveries than ever.In 2022, Tesla stopped including the Mobile Connector with new cars.
Each one now had to be bought separately.
Tesla Mobile Connector: the cable, two adapters and its bag
Slide 28
The problem
Bulk orders to many locations took almost a week of emails, calls and handoffs between teams.
Fleet managerEmails and calls,
one request at a time
Business managerPasses each request
to the shop
Shop customer servicePlaces each order
for the customer
Hayward, CA60 Mobile Connectors, 60 liners
Fremont, CA40 Mobile Connectors, 25 floor mats
Oakland, CA60 tire repair kits, 120 snow chains
San Jose, CA12 Wall Connectors, 30 roof racks
Sacramento, CA45 Mobile Connectors, 45 floor mats
Fresno, CA30 Mobile Connectors, 30 liners
Los Angeles, CA80 Mobile Connectors, 40 floor mats
Riverside, CA25 Wall Connectors, 50 liners
Reno, NV35 Mobile Connectors, 70 snow chains
Las Vegas, NV50 Mobile Connectors, 50 floor mats
Phoenix, AZ40 Mobile Connectors, 20 roof racks
Salt Lake City, UT30 tire repair kits, 60 snow chains
Denver, CO45 Mobile Connectors, 90 snow chains
Albuquerque, NM20 Mobile Connectors, 20 liners
Dallas, TX70 Mobile Connectors, 35 floor mats
Kansas City, MO25 Wall Connectors, 25 liners
Chicago, IL60 Mobile Connectors, 120 snow chains
Atlanta, GA40 Mobile Connectors, 40 floor mats
Washington, DC30 Wall Connectors, 30 liners
New York, NY90 Mobile Connectors, 45 floor mats
Hayward, CA60 Mobile Connectors, 60 liners
Fremont, CA40 Mobile Connectors, 25 floor mats
Oakland, CA60 tire repair kits, 120 snow chains
San Jose, CA12 Wall Connectors, 30 roof racks
Sacramento, CA45 Mobile Connectors, 45 floor mats
Fresno, CA30 Mobile Connectors, 30 liners
Los Angeles, CA80 Mobile Connectors, 40 floor mats
Riverside, CA25 Wall Connectors, 50 liners
Reno, NV35 Mobile Connectors, 70 snow chains
Las Vegas, NV50 Mobile Connectors, 50 floor mats
Phoenix, AZ40 Mobile Connectors, 20 roof racks
Salt Lake City, UT30 tire repair kits, 60 snow chains
Denver, CO45 Mobile Connectors, 90 snow chains
Albuquerque, NM20 Mobile Connectors, 20 liners
Dallas, TX70 Mobile Connectors, 35 floor mats
Kansas City, MO25 Wall Connectors, 25 liners
Chicago, IL60 Mobile Connectors, 120 snow chains
Atlanta, GA40 Mobile Connectors, 40 floor mats
Washington, DC30 Wall Connectors, 30 liners
New York, NY90 Mobile Connectors, 45 floor mats
Slide 29
Research
We dug the numbers out of six months of emails.
I had him start with the data, before any screens. What we found set the goals.
10K+emails in six months
2,500+orders requested
~4emails per order
$4Min accessories requested
20%asked for installation
Slide 30
Meanwhile
Consumers like you and me shop in a few clicks.
Browse by model, add to cart, check out.
Not my design
Another team designed the consumer shop.
The consumer Tesla Shop's home page: best sellers, then accessories for each model, charging, apparel and lifestyle
Slide 31
Goal
Enable self-serve bulk ordering of accessories, inside Tesla for Business.
Assumption
Business customers would rather order themselves.
Hypothesis
Manual orders stop, and accessory sales go up.
Emails and calls
Tesla for Business
Success metrics
Time
Order in minutes
from request to order placed, not days
Efficiency
100% self-serve
orders placed by customers, not by Tesla teams
Revenue
Accessory sales up
from business customers, in Tesla for Business
Slide 32
Direction
Systems thinking: build the shop from our enterprise design system.
Together at a whiteboard, we mapped every job in the shop to a component business customers already used.
His first designs
He designed the full business flow.
Product listEvery accessory, in a table
Product pageOne page per product
Cart side sheetFills with each add
CheckoutOrder placed, then order history
Tesla for Business has
The job
The consumer shop has
Navigation and sign-inWhere it livesshop.tesla.comTables and listsBrowseProduct tilesFiltersFindCategories by modelSide sheetsSee a productProduct pagesModalsOrderCart and checkout
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
Search products
Shop Home
Charging
Model S
Model 3
Model X
Model Y
Order History
For Your Fleet
Cart (3)
ProductFitsPriceQuantity
Mobile Connector
All models$25060Added
All-Weather Interior Liners
Model 3$25060Added
Snow Chains 18”/19”
Model 3$160120Added
Wall Connector
All models$55012Add
Roof Rack
Model 3$40030Add
All-Weather Floor Mats
Model Y$22525Add
Cart (3)
✕
Mobile ConnectorQuantity: 60
$15,000
All-Weather Interior LinersQuantity: 60
$15,000
Snow Chains 18”/19”Quantity: 120
$19,200
Subtotal$49,200
Go to Checkout
Slide 33
Pushback
Engineering called it out of scope and pushed back.
New components on every screenFrom the navigation to order details: new UI to build and maintain
Two engineering teamsBoth the Business and Shop teams would have to build it
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
Search products
Shop Home
Charging
Model S
Model 3
Model X
Model Y
Order History
New: nav
For Your Fleet
Cart (3)
ProductFitsPriceQuantity
Mobile Connector
All models$25060Added
All-Weather Interior Liners
Model 3$25060Added
Snow Chains 18”/19”
Model 3$160120Added
Wall Connector
All models$55012Add
Roof Rack
Model 3$40030Add
All-Weather Floor Mats
Model Y$22525Add
New: product list
Cart (3)
✕
Mobile ConnectorQuantity: 60
$15,000
All-Weather Interior LinersQuantity: 60
$15,000
Snow Chains 18”/19”Quantity: 120
$19,200
Subtotal$49,200
Go to Checkout
New: cart side sheet
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
‹ Back
Mobile Connector
$250
Fits All models
Quantity60Ship toHayward, CAAdd to Order
New: product page
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
Review Order
Mobile ConnectorQuantity: 60 · Ship to Hayward, CA
$15,000
All-Weather Interior LinersQuantity: 60 · Ship to Hayward, CA
$15,000
Snow Chains 18”/19”Quantity: 120 · Ship to Hayward, CA
$19,200
New: checkout
Billing Address
Gotham Fleet
1200 Industrial Pkwy, Hayward, CA 94545
Payment Method
VISA 9451
Subtotal$49,200
ShippingFree
Sales TaxPending
Total Due$49,200
Place Order
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
Review Order
Mobile ConnectorQuantity: 60 · Ship to Hayward, CA
$15,000
All-Weather Interior LinersQuantity: 60 · Ship to Hayward, CA
$15,000
Snow Chains 18”/19”Quantity: 120 · Ship to Hayward, CA
$19,200
Billing Address
Gotham Fleet
1200 Industrial Pkwy, Hayward, CA 94545
Payment Method
VISA 9451
Subtotal$49,200
ShippingFree
Sales TaxPending
Total Due$49,200
Place Order
Order Placed #4M6FVYRFKK
You’ll receive an email with tracking information when your order ships.
Your invoice is available in Order History.
View Order HistoryNew: confirmation
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
Order History
Order #Ordered ByItemsOrder DateCostStatus
4M6FVYRFKKPhil Adams240May 4, 2023$49,200.00Ordered
4N3FUIGHTRKim Wexler32May 1, 2023$3,420.00Ordered
47NUIRQOPOKim Wexler3May 1, 2023$388.40Shipped
4M6FVYBNCVPhil Adams12Apr 4, 2023$4,439.00Delivered
4M6QWEFGHUPhil Adams1Apr 4, 2023$510.00Delivered
4M6IOOHJKETony Nix140Apr 4, 2023$12,880.00Delivered
4K6UIOPDPESara Jane4Mar 4, 2023$140.00Delivered
4M6FVYOOPTJagdish Amarpal1Mar 4, 2023$100.00Delivered
Total Records: 65
New: order history
Tesla
Business
DashboardOrdersFleetServiceShopAccount
Gotham FleetUS
Order History
Order #Ordered ByItemsOrder DateCostStatus
4M6FVYRFKKPhil Adams240May 4, 2023$49,200.00Ordered
4N3FUIGHTRKim Wexler32May 1, 2023$3,420.00Ordered
47NUIRQOPOKim Wexler3May 1, 2023$388.40Shipped
4M6FVYBNCVPhil Adams12Apr 4, 2023$4,439.00Delivered
4M6QWEFGHUPhil Adams1Apr 4, 2023$510.00Delivered
4M6IOOHJKETony Nix140Apr 4, 2023$12,880.00Delivered
4K6UIOPDPESara Jane4Mar 4, 2023$140.00Delivered
4M6FVYOOPTJagdish Amarpal1Mar 4, 2023$100.00Delivered
Total Records: 65
Shop Order Details
✕
4M6FVYRFKK
Ordered on May 4, 2023
Shipping Address
Gotham Fleet
1200 Industrial Pkwy, Hayward, CA 94545
Mobile ConnectorQuantity: 60
$15,000
All-Weather Interior LinersQuantity: 60
$15,000
Snow Chains 18”/19”Quantity: 120
$19,200
Order Total$49,200
Download Invoice
Cancel Order
New: order details
Slide 34
Alignment
We brought the consumer shop into Tesla for Business.
I led the meetings. He turned each decision into the next design.
His first designs
80% new components
Meetings I led
Product
Two engineering leads
Design
The decision
Reuse the consumer shop
Tesla for Business builds the pages
The Shop provides the APIs
Slide 35
Shipped
Mostly reused from the consumer shop.
Only the business nuances were new.
Browse by modelReused: the consumer shop’s tiles and pages
Fleet quantitiesExtended: Quick Add, in set quantities
Ship to saved locationsExtended: many addresses, loading docks
Order placedReused: the consumer checkout
Slide 36
Goal met
Self-serve bulk ordering of accessories, inside Tesla for Business.
Hypothesis
Manual orders stop, and accessory sales go up.
Result
Both happened.
The shipped shop in Tesla for Business: For Your Fleet
Success metrics
Time · Met
6 days → 15 min
to order, on average
Efficiency · Met
Manual work eliminated
business customers order on their own
Revenue · Met
$3M → $25M
in sales, 2021 to 2023
Slide 37
Growth
He grew into owning all of Tesla for Business.
When he joined
A consumer designer, new to enterprise.
Through the shop
In the room with product and two engineering leads, turning decisions into designs.
When I moved on
He took over all of Tesla for Business.
Slide 38
What I’d do differently
Three things I’d change as his lead.
Put him in front of fleet managers, day one. He learned their workflow secondhand, through business managers.
Bring engineering to the whiteboard. With both leads in the first session, the reuse call comes before anyone designs.
Let him lead the room sooner. I ran the meetings. Next time, I’d coach him to run them, with me backing him.
Slide 39
Questions so far?
Slide 40
Zūm · 7,500+ schools
Four people I design for, every school morning.
Jimmy, a dispatcher
Dispatcher
Jimmy
Assigns routes, watches live rides and keeps every morning on schedule.
Rachel, a bus driver
Driver
Rachel
Inspects the bus, follows the route and knows every student by name.
Sally, a parent
Parent
Sally
Sees when the bus is coming, who’s driving, and when her kids arrive.
Abigail, a student
Student
Abigail
Knows when her ride is coming, so she’s never left waiting.
Slide 41
Problem
One answer took 6–8 clicks and 5–7 minutes.
Spot
The live map with late routes in red
Late routes turn red on the live map.
Reassign
Assigning a new driver to a late route
Pick a driver for the late route.
Split
Splitting one run's stops across two drivers
Split a run’s stops across two drivers.
Slide 42
Goal
Ask in plain language. Get an answer backed by your own data.
Grounded in the data
Every answer shows its evidence and a suggested next step, so teams can check before they act.
People stay in charge
Zoe investigates and recommends. It never changes routes, drivers or families on its own.
Built on permissions
Each person sees only what their role allows, as across the rest of Zūm.
Success metric: one answer in seconds, not 6–8 clicks and 5–7 minutes.
Slide 43
Zūm AI · shipped
Zoe, the AI assistant in Zūm CMX.
Dispatchers and yard teams used to hunt through screens for answers. Now they ask in plain English, and Zoe answers with the data, then lets them dig in.
I design Zoe: the conversation, how the answers look, and the button that opens it.
Zoe, the Zum AI Assistant, in its chat panel
Slide 44
Explorations · tested with users
Eight ways to open Zoe. Users picked one.
It moves only while the chat is closed.
ShippedFinal
ExploredFinal, v1
ExploredShine
ExploredTwinkle
ExploredAurora
ExploredFlood
ExploredOrbit
ExploredTyping
Slide 45
Shipped · on-time performance
Which routes are late, and why.
Overall on-time performance, and the routes driving the misses, without pulling a report.
Shipped · route forensics
What changed on a route since last week.
Open a route and ask. Zoe answers with the changes and the evidence.
Shipped · payroll
Unusual paid hours, traced to their cause.
Extra stops or dwell time, surfaced as specific shifts to review.
Shipped · product guidance
How do I…? Zoe walks you through it.
For anyone new to Zūm CMX, step by step.
Slide 46
How I built the demos
I built the demos in code, with Claude.
Each conversation is a short script, rendered as Zūm-branded video for the website and event decks.
Four so far: route changes, a product question, on-time performance and payroll.
Zoe over Route Explorer, answering how many routes changed for Wednesday
Slide 47
Live · 10 Nov 2026
One answer now takes seconds, not minutes.
Zoe is live for districts on Zūm CMX, for directors, dispatchers, yard managers and school administrators. I designed all of it.
Slide 48
How I work at Zūm
A tested prototype is what engineering builds from.
Tested with users
I test prototypes with drivers, dispatchers and parents.
Reviewed by leads
Product and engineering leads review each one before it reaches users.
Built from
Engineering builds from the prototype, and our design system stays in Figma.
Slide 49
On my own time
Apps I’ve built on my own
dubara delivery
iOS, web
dubara
Event tableware, rented and washed
Morning admin overview
iOS, web
Morning
The calm school app for families
Peek
iPhone
Peek
A stealth game where the door is the controller
Vibe at a bar
iOS, Mac
Vibe
The bar crowd picks the next song
Slide 50
Questions so far?
Slide 51
How I work
Four things I do on every project
01Start with the problem, not the screensBefore anyone draws, we find the real problem and the one moment worth designing for.
02Put design next to the people who use the productDesign sits with customers, and research runs alongside the work instead of in front of it.
03Set the team up so the work runs without me in every roomClear owners, a shared way of working, and one rhythm across sites and time zones.
04Still do the work, and let the prototype carry the handoffI design in Figma and build prototypes in code. A tested prototype is what engineering builds from.
Slide 52
sanju.design
Thank you.
Questions?
sanju_varma@icloud.com
Work
sanju.design
in/sanjuvarma
Slide 53
+
Backup
If you ask: how I set up the design team at Cisco, and Adobe’s Admin Console.
Slide 54
After the first delivery group
Hertz wanted to see what they were signing for.
So every vehicle came pre-selected in a list: untick a problem vehicle, accept the rest.
Engineering tied acceptance to the delivery group: one click recorded delivery for every VIN, and a flag opened a replacement. The same flow became bulk delivery for every fleet.
Bulk delivery: 117 vehicles ready to accept in one click
Slide 55
How the design changed
From one vehicle at a time to one click per delivery group.
DocuSign
A delivery agreement in DocuSign for one vehicle
One signature per car.
Checklist
A checklist for one vehicle, found by VIN
One vehicle at a time.
Delivery group
A delivery group of 123: 117 accepted, 6 rejected
Flag problem vehicles, accept the rest.
Pre-selected
117 vehicles ready to accept in one click
Every vehicle selected. Untick a problem car.
Slide 56
Cisco DNA Center, 2017–2020 · Design Manager
A team of 3 product designers, grown to 10+.
Context
Cisco bought Viptela for SD-WAN. Its software was hard to learn, and network setup took 83 days on average. We started with 3 product designers, including me, beside 9 PMs and 200+ engineers.
Decision
One team for today’s product and one for the 2.0 redesign, so fixing the current release never stalled the next. Then I grew the team to 10+ in San Jose and Bangalore.
How I led
I wrote the onboarding and design process, gave every step an owner with a RACI, sized every feature XL to S at kickoff, and kept one rhythm across time zones.
What I’d do differently: leave room after sign-off. Freezing a design until it shipped kept engineering steady, but some good ideas waited a whole release.
Slide 57
Cisco · how the team worked
The boards we ran the team from
Challenges
The challenges wall from our internal workshop: team structure, roles, time frames, meetings
What slowed the team down.
Roles
Our RACI board: use cases into workflows, objects, workshops, wireframes and demos
An owner for every step.
Sizing
My sizing board for the March and July 2019 releases, every feature sized XL to S
Every feature, XL to S.
Slide 58
Cisco SD-WAN 2.0, in DNA Center
2 weeks
to set up a network, down from 83 days. Guided setup that starts from how you want to run your network.
Slide 59
Adobe Admin Console, 2016–2017 · Design Lead
Every cloud in one cart.
Context
Adobe sold business plans one product at a time, so a team needing Photoshop, Acrobat and Analytics checked out three times.
Decision
One cart for every cloud, and the same flow for adding seats to a product you already have. Review the prorated price and tax once, then authorize.
What I’d do differently
Map how every kind of buyer pays before designing the cart. Buying from Adobe and through a reseller worked differently, and we learned it inside the checkout.
Slide 60
Adobe Admin Console
From one product at a time to one checkout
Before2016, one product at a time
The 2016 Team console: a table of named-user licenses
ShippedEvery cloud, one checkout
The shipped cart: every Adobe cloud in one checkout
Slide 61
Adobe Admin Console, 2017
1–3 hrs
to set up a business account, down from 4–8 weeks. Business accounts tripled in 2017, to more than 1,500.