Applying end-to-end UX expertise to turn Camping World’s conceptual sales app into a real, usable product.
Camping World is a leader in the RV retail space with a passionate team of Sales Associates in showrooms across the country. As Lead UX Designer on the IT team, I was tasked with defining and designing an iOS sales app that transformed Salesforce’s powerful but cumbersome capabilities into a streamlined, mobile experience. The goal: give Sales Associates a tool built around how they work, not how Salesforce works.
Simplified Camping World’s sales complex workflow into a mobile-first experience built around Sales Associate needs.
Led UX design from research and strategy through interaction design, prototyping, and final UI.
User research, workflows, wireframes, prototypes, and high-fidelity designs for the iOS app.
Reduced administrative work by 2 hours/day while increasing customer communications and RV sharing.
To ground the redesign in real user needs, I traveled to five Camping World locations and conducted 20+ in-depth interviews with Sales Associates. These sessions uncovered pain points, workflow habits, and the limitations of Salesforce in daily use. We paired this qualitative research with hands-on observation and early prototyping to validate assumptions and uncover opportunities for simplification and efficiency.
The UX design strategy focused on reducing cognitive load and unifying key sales functions into a single streamlined app experience. Rather than replicate Salesforce’s interface, we distilled its strength into a task-first mobile tool. Interactive prototypes, frequent testing sessions, and iterative refinement ensured that each new screen and interaction matched how Sales Associates actually think and work.
When a customer texts asking for photos, associates open the listing and share it right back into the thread with photos, price and specs.
Pick the customer, model and visit type, choose from open time slots, and send a text or call confirmation, all in one flow.
Set the term, credit tier, down payment and trade-in to see the monthly payment update live, then send the quote by text, email or app chat.
Confirm the model, customer, trade-in credit and final price in one sheet. The sale posts to the monthly goal and recent deals right away.
Boosting Efficiencies of the Salesforce by Improving on Salesforce
Measurable results and figures accomplished what I set out to do: make Sales Associates' lives easier. Below are a few examples of efficiencies that were created as a result of the new Camping World app. The new experience helped Associates spend less time on admin and more time with customers. It saved 2 hours per day on data entry while driving increases in customer communications, RV sharing, and sales.
Average increase in Sales Associates communications with customers.
Time saved per day inputting information in Salesforce.
Percentage increase in RVs shared per Sales Associate.
Average sales lift per Associate during the pilot phase.
