case study

Club Car Wash

Driving a 37% Reduction in Support Calls via Self-Service Mobile Architecture

UX Design

UI Design

Research

Interviews

ai analysis

user testing

Business Results & Outcomes

Drop in Support Calls to Call Center

  • Turned manual cancellation and payment updates into clear, secure self-service flows
  • Call center volume plummeted instantly, reducing staff overwhelm

App Adoption Rate for Current Members

  • Task-first utility architecture led to organic, high-frequency adoption by club members
  • Product launch led to widespread adoption by current members

New Marketing Infrastructure

  • App successfully balances customer utility with business needs
  • Gave marketing a channel for hyper-targeted promotions, push notifications, and loyalty tracking
Executive Summary

Club Car Wash members lacked a digital self-service portal to manage their subscription plans, update payment methods, or modify vehicle accounts. This absence of user autonomy forced customers to rely heavily on phone support, creating an expensive operational bottleneck for the business and a high-friction experience for users.

Brought in to architect the 0-to-1 mobile application product journey, I designed a task-first, cross-platform aligned mobile ecosystem. By moving administrative burdens from support agents to an intuitive mobile interface, the application secured a 60% adoption rate and achieved a 37% drop in call center inquiries within its initial rollout window

KEy Product Decisions

High Operational Overhead vs User Autonomy

Tension Point

Reliance on manual support for membership management:

  • Creates a support bottleneck
  • Leads to slow response times and high operational costs

design decision

Prioritized Self-Service Architecture:

  • Empowering users to manage memberships independently
  • Moved the administrative burden from the support team to the user interface

the trade-off

High-touch personalization:

  • By automating these flows, you lose the "human touch"
  • Support agent who might have used a cancellation request as a manual retention/save opportunity
My Role

Lead Product Designer / UX Architect

responsibilities

Customer Flows, Wireframing, Prototyping, User Research, User Interviews, User Interface Design, Design System Creation, ServiceNow Integration

collaborations

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

timeline

UX: 4 months 0 to Launch: 8 months

Touchpoints

B2C Subscription Systems, Operations Cost-Reduction, Mobile Ecosystems

The Discovery & Execution Loop

step 1 > Feature Audits & Mind Mapping

I initiated user research and competitive feature audits to define the exact hierarchy of a subscription account. This led to a prioritized, high-density task list focused entirely on reducing friction

  • Plan modifications (Upgrade, Downgrade, Pause, Cancel)
  • Multi-vehicle account management
  • Dynamic location maps with real-time wash lane availability

step 2 > 0-to-1 Wireframing & Flow Validation

To align our multidisciplinary team (UX, Development, and Business Strategy), I mapped out linear user flows and presented them to all stakeholders.

Then I built 0-to-1 interactive wireframes for the core "Manage Membership" track, validating the technical feasibility of backend subscription changes in real time before applying visual design.

Step 3 > Component Handoff & Visual Modernization

Moving beyond standard, generic UI frameworks, I custom-designed high-fidelity screens optimized for quick, glare-resistant tap targets (ideal for outdoor use cases).

I collaborated directly with the ServiceNow development team to ensure the visual modernization was fully backed by their scalable component system. I made design changes based on limitations of the ServiceNow platform that was in place at the time.

The Takeaways

Things I learned throughout this process.

Utilize AI

I utilized AI Tools to find efficiencies in my UX workflow to hit the tight deadlines.

Seek out Alignment

Finding balance between client desires and technological abilities was key.

Be an Active Listener

Like any relationship be an active listener to empathize with and respond to each group.