Manage your car wash membership anytime, anywhere with our mobile app. Update payment details, renew or upgrade plans, find nearby locations, and check real-time wash availability — all from your phone.
For customers, it’s convenience in your pocket. For the marketing team, it’s a direct way to share offers, learn customer preferences, and build loyalty.
Lead UX and UI Design
Customer Flows, Wireframing, Prototyping, User Research, User Interviews, User Interface Design, Design System Creation, ServiceNow Integration
Software Engineers, Solution Architects, Business Process Consultants, Graphic Designers, User Researcher, Engagement Manager, Internal Leadership, Subject Matter Experts, Client CEO, Client CMO, Client Marketing/Design Team
UX: 3 months 0 to Launch: 8 months
Customers need a simple way to manage their car wash memberships from their phones. The app should let them view plan details, update payment information, and renew or upgrade their membership.
It should also help them find nearby locations, check wash availability, and track wash history. The design must be easy to navigate, work on all major devices, and keep customer information secure.
Club Car Wash Members. Customers need a mobile app that makes it easy to manage car wash memberships. They want to view plans, update payments, renew or upgrade, find locations, check availability, and track wash history — all with a simple, secure, and consistent experience across devices.
Marketing. The marketing team needs a way to connect directly with customers through the app, share promotions, send targeted messages, gather usage data, and build loyalty through consistent mobile engagement.
Customers can’t manage memberships easily, and the marketing team lacks a direct way to reach them or gather insights.
Research – Identify customer tasks and marketing goals.
User Flows – Create user flows for the main tasks and user goals for the App.
Design – Build clear, user-friendly prototypes to turn into full creative.
The research plan will start with interviews and surveys targeting current car wash members to understand how they manage their memberships on the website. We are creating a mobile app and will take those features and apply them to the website to synch each experience.
Competitor app reviews and feature audits will help identify common practices for mobile apps in this space.
From this research we created a task list, prioritizing the most important and frequent actions customers need to perform. We used mind mapping to get preliminary user decisions.
– View membership plan details
– Renew membership
– Upgrade or downgrade plan
– Update payment information
– Add or remove vehicles on the account
– Find nearby car wash locations
– Join loyalty program, track points
– Track wash history and remaining washes (if applicable)
– View promotions or special offers
– Contact customer support
One of the primary goals was to give customers a simple way to update, cancel, or pause their car wash memberships themselves. The existing process led to support calls, with employees having to perform those tasks.
I mapped each task, updating, canceling, and pausing from the user’s perspective to identify pain points. I designed clear, linear flows with consistent patterns and plain language in the interface.
From task flows we went into wireframing of screens, demonstrating basic functionality and element location for the interface. The wireframes allowed the client to see how the app will function and allow them to experience the flows in real time before creative was applied.
I'm showcasing the wireframes for the Manage Membership user Flow, highlighting the 0 > 1 process. This is one of many user flows that were tackled to create this mobile app.
I designed custom screens that moved beyond the standard UI patterns of the host application to better meet user needs and business goals. Collaborating closely with development, and business strategy teams, we refined both the visual design and user flows while ensuring the app’s core backend functionality remained intact.
This approach allowed us to modernize the look and improve usability without disrupting system integrity.
Things I learned throughout this process.
