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That call is the lesson I take into every project now.","lineIndentations":[0],"lineTypes":["NONE"],"listStartOffsets":[],"lineStyleOverrides":[0],"lineTextDirections":null,"textAutoResize":"HEIGHT","textAlignVertical":"CENTER","style":{"styleIdForText":"StyleId:22:1150","fontFamily":"Manrope","fontPostScriptName":"Manrope-Regular","fontStyle":"Regular","textAutoResize":"HEIGHT","responsiveTextStyleVariants":[{"minWidth":1280.0,"name":"Desktop","style":{"styleIdForText":"StyleId:22:1150","fontSize":16.0,"letterSpacing":0.0,"letterSpacingValue":0.0,"letterSpacingUnit":"PERCENT","lineHeightPx":23.2000007629395,"lineHeightPercent":123.733329772949,"lineHeightPercentFontSize":145.0,"lineHeightUnit":"FONT_SIZE_%"}},{"minWidth":0.0,"name":"Mobile","style":{"styleIdForText":"StyleId:22:1150","fontSize":16.0,"letterSpacing":0.0,"letterSpacingValue":0.0,"letterSpacingUnit":"PERCENT","lineHeightPx":23.2000007629395,"lineHeightPercent":123.733329772949,"lineHeightPercentFontSize":145.0,"lineHeightUnit":"FONT_SIZE_%"}}],"fontVariantPosition":"NORMAL","fontSize":16.0,"textAlignHorizontal":"LEFT","textAlignVertical":"CENTER","letterSpacing":0.0,"letterSpacingValue":0.0,"letterSpacingUnit":"PERCENT","lineHeightPx":23.2000007629395,"lineHeightPercent":106.149337768555,"lineHeightPercentFontSize":145.0,"lineHeightUnit":"FONT_SIZE_%","paragraphSpacing":0,"paragraphIndent":0,"listSpacing":0,"italic":false,"textCase":"ORIGINAL","textDecoration":"NONE","textDecorationSkipInk":false,"textDecorationStyle":"solid","textTruncation":"DISABLED"},"styleOverrideTable":{}},"104:477":{"type":"TEXT","id":"104:477","name":"Initial scope","absoluteBoundingBox":{"x":9912.0,"y":6080.68994140625,"width":327.0,"height":26.0},"isolatedAbsoluteRenderBounds":{"x":10027.8310546875,"y":6087.4599609375,"width":96.0859375,"height":17.5498046875},"relativeTransform":[[1.0,0.0,0.0],[0.0,1.0,0.0]],"size":{"x":327.0,"y":26.0},"fills":[{"blendMode":"NORMAL","type":"SOLID","color":{"r":0.0,"g":0.0,"b":0.0,"a":1.0},"visible":true,"opacity":1.0}],"strokeAlign":"OUTSIDE","layoutAlign":"STRETCH","strokes":[],"effects":[],"accessibleHTMLTag":"H5","isDecorativeImage":false,"ariaAttributes":{},"interactions":[],"characterStyleOverrides":[],"characters":"Initial scope","lineIndentations":[0],"lineTypes":["NONE"],"listStartOffsets":[],"lineStyleOverrides":[0],"lineTextDirections":null,"textAutoResize":"HEIGHT","textAlignHorizontal":"CENTER","textAlignVertical":"CENTER","style":{"styleIdForText":"StyleId:22:1147","fontFamily":"Manrope","fontPostScriptName":"Manrope-Regular","fontStyle":"Regular","textAutoResize":"HEIGHT","responsiveTextStyleVariants":[{"minWidth":1280.0,"name":"Desktop","style":{"styleIdForText":"StyleId:22:1147","fontSize":20.0,"letterSpacing":-0.1,"letterSpacingValue":-0.5,"letterSpacingUnit":"PERCENT","lineHeightPx":29.0,"lineHeightPercent":123.733329772949,"lineHeightPercentFontSize":145.0,"lineHeightUnit":"FONT_SIZE_%"}},{"minWidth":0.0,"name":"Mobile","style":{"styleIdForText":"StyleId:22:1147","fontSize":18.0,"letterSpacing":-0.09,"letterSpacingValue":-0.5,"letterSpacingUnit":"PERCENT","lineHeightPx":26.1000003814697,"lineHeightPercent":123.733329772949,"lineHeightPercentFontSize":145.0,"lineHeightUnit":"FONT_SIZE_%"}}],"fontVariantPosition":"NORMAL","fontSize":18.0,"textAlignHorizontal":"CENTER","textAlignVertical":"CENTER","letterSpacing":-0.09,"letterSpacingValue":-0.5,"letterSpacingUnit":"PERCENT","lineHeightPx":26.1000003814697,"lineHeightPercent":106.149337768555,"lineHeightPercentFontSize":145.0,"lineHeightUnit":"FONT_SIZE_%","paragraphSpacing":0,"paragraphIndent":0,"listSpacing":0,"italic":false,"textCase":"ORIGINAL","textDecoration":"NONE","textDecorationSkipInk":false,"textDecorationStyle":"solid","textTruncation":"DISABLED"},"styleOverrideTable":{}},"102:365":{"type":"FRAME","id":"102:365","name":"Text block 2","absoluteBoundingBox":{"x":9912.0,"y":4119.15673828125,"width":327.0,"height":1641.0},"isolatedAbsoluteRenderBounds":{"x":9912.0,"y":4119.15673828125,"width":327.0,"height":1641.0},"relativeTransform":[[1.0,0.0,24.0],[0.0,1.0,970.0]],"size":{"x":327.0,"y":1641.0},"fills":[],"strokeAlign":"INSIDE","layoutAlign":"STRETCH","strokes":[],"individualStrokeWeights":{"top":1.0,"right":0.0,"bottom":0.0,"left":0.0},"effects":[],"boundVariables":{"itemSpacing":{"type":"VARIABLE_ALIAS","id":"VariableID:36:991"}},"accessibleHTMLTag":"AUTO","isDecorativeImage":false,"ariaAttributes":{},"interactions":[],"paddingTop":24.0,"layoutMode":"VERTICAL","itemSpacing":24.0,"counterAxisSizingMode":"FIXED","children":["102:366","102:367"]},"102:367":{"type":"TEXT","id":"102:367","name":"Most of the action layer didn't ship in V1. The reason wasn't design — it was infrastructure. Several of the workflows we wanted to enable required data pipelines and transactional systems DTNA didn't yet have built. Customer-initiated purchases, transfers, scheduling — the company genuinely didn't have a way to support some of these end-to-end at the time. Building those systems sat outside the project's scope and timeline. Other parts of the original scope ran into different constraints. Bringing 73 customer-facing apps into a single portal required earning buy-in from teams that owned those products independently, and not every team wanted to be part of MyGarage. Budget limited how broadly we could invest in any one workflow. And because DTNA's customer relationships had always flowed through its dealer network, every direct-to-customer capability had to be designed in a way that complemented — rather than disrupted — that channel. For existing customers, who were used to the dealer-mediated model, the rollout also had to feel like an addition, not a replacement. By the time these constraints lined up, the original concept had to come down significantly. The question became: what was still worth shipping? Looking back at early customer research, one theme had been consistent. Customers weren't only frustrated that they couldn't do things directly — they were frustrated that they couldn't see things. Information about their own fleets, warranties, subscriptions, and entitlements was scattered across 14 logins and 73 apps, or locked behind a dealer call. Solving the visibility problem alone would meaningfully change how fleet managers operated day-to-day. I argued for rescoping MyGarage around transparency. The portal would become a single source of truth for fleet data — surfacing what customers couldn't easily find before, organized around their fleets, with clear paths to the next step even when that next step still happened off-platform. Action capability was deferred to later phases as the underlying systems caught up. What we shipped wasn't a smaller version of the original concept — it was a different product, designed around the constraint. The original ambition was still the long-term direction, but the V1 had to be a product that could stand on its own. As the pilot would soon show, it 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of the action layer didn't ship in V1.\n\nThe reason wasn't design — it was infrastructure. Several of the workflows we wanted to enable required data pipelines and transactional systems DTNA didn't yet have built. Customer-initiated purchases, transfers, scheduling — the company genuinely didn't have a way to support some of these end-to-end at the time. Building those systems sat outside the project's scope and timeline.\n\nOther parts of the original scope ran into different constraints. Bringing 73 customer-facing apps into a single portal required earning buy-in from teams that owned those products independently, and not every team wanted to be part of MyGarage. Budget limited how broadly we could invest in any one workflow. And because DTNA's customer relationships had always flowed through its dealer network, every direct-to-customer capability had to be designed in a way that complemented — rather than disrupted — that channel. For existing customers, who were used to the dealer-mediated model, the rollout also had to feel like an addition, not a replacement.\n\nBy the time these constraints lined up, the original concept had to come down significantly.\n\nThe question became: what was still worth shipping?\n\nLooking back at early customer research, one theme had been consistent. Customers weren't only frustrated that they couldn't do things directly — they were frustrated that they couldn't see things. Information about their own fleets, warranties, subscriptions, and entitlements was scattered across 14 logins and 73 apps, or locked behind a dealer call. Solving the visibility problem alone would meaningfully change how fleet managers operated day-to-day.\n\nI argued for rescoping MyGarage around transparency. 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