over first 6 months
over first 6 months
Product design can directly influence cost structure, retention, and revenue. Aligning customer convenience with business strategy.
This project reframes the mobile app from a convenience feature into a revenue, cost-efficiency, and retention engine. The strategic value lies less in individual screens and more in how self-service, marketing, and loyalty systems work together to reduce friction, increase engagement, and create scalable growth.
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.
Two systemic issues limiting growth:
Customer friction: Members could not easily manage plans, payments, or usage on their phones, leading to frustration and high support call volume.
Marketing blind spots: The business lacked a direct mobile channel to communicate offers, gather behavioral data, or build loyalty at scale.
These issues increased operational costs, reduced retention, and constrained revenue growth.
A small set of repeat tasks drove the majority of customer needs.
Streamline the flows so customers can find what they need easily.
Get sign off on wireframes to validate the user flows for membership tasks.
Branded mobile app to allow customers to manage their membership
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.
Key Insight: A small set of repeat tasks (plan management, payments, locations, availability) drove the majority of customer needs.
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.
Strategic Decision: Design for call deflection first, polish later.
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 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.
Things I learned throughout this process.
