DRB Car Wash App – Seamless Digital Subscription & Payment Experience

A user-centered mobile app for managing car wash subscriptions, Fast Pass & Club Plans, and wallet-based transactions. Designed to provide a frictionless onboarding, plan management, and payment experience, enhancing user engagement and revenue growth for DRB Systems.

Case Study: UX-Driven Digital Transformation for DRB Car Wash Subscription System (Whitelabbleing WebApp and iOS and Android APP Design)

Introduction

The DRB Car Wash Subscription System needed a digital overhaul to provide a frictionless user experience for customers managing their Fast Pass and Club Plan subscriptions. As a Product Manager with UI/UX expertise, the challenge was to optimize workflows, enhance usability, and integrate intuitive digital transactions.

Through User-Centered Design (UCD) principles, the project aimed to deliver a seamless, scalable, and user-friendly mobile app, enhancing customer engagement, reducing friction in subscription management, and boosting retention rates.

Project Objectives

Key Goals

✅ Simplify plan purchase and management – Create an intuitive user journey for purchasing, switching, and renewing subscriptions.
✅ Enhance payment workflows – Enable a seamless wallet-based payment system.
✅ Ensure effortless user onboarding – Barcode scanning & biometric login for instant access.
✅ Integrate with existing systems – XPT kiosks, CRM, and car wash operations for real-time updates.

Challenges Identified

❌ Complex subscription management – Customers struggled with manual updates and navigation.
❌ Cumbersome verification – Email & password-based authentication caused drop-offs.
❌ Wallet usability issues – Users required a frictionless way to add and use funds at car washes.
❌ Lack of engagement – Customers needed personalized experiences and incentives for retention.

User-Centered Design (UCD) Approach

We applied UCD methodology to create a customer-centric solution:

User Research – Identified pain points through user interviews, feedback analysis, and competitor benchmarking.
Wireframing & Prototyping – Developed interactive prototypes for usability testing.
Iterative Testing – Optimized workflows based on real-world user behavior & analytics.

Team collaborates on user-centered design, focusing on wireframes and user flow diagrams to enhance security and user experience.

UX & Digital Workflow Enhancements

Subscription Purchase Process

📌 Challenge: Users found plan purchase & activation difficult, leading to abandonment.

✅ Solution:

Barcode scanning for quick verification, eliminating manual entry.
Instant account linking using Fast Pass sticker scans.
Pre-filled credit card fields for seamless transactions.

📍 Workflow: Purchase Club Plan Through App

Flowchart illustrating the process of purchasing a club plan through a mobile app, detailing steps for new and existing customers, including payment and verification stages.

Wallet & Payment Integration

📌 Challenge: Users wanted an easier way to add and use funds.

✅ Solution:

One-tap wallet recharge with preset amounts.
QR & barcode scanning for instant payments at car washes.
Gift Washes feature to send prepaid washes to family & friends.

📍 Workflow: Send Gift Wash Through App

📍 Workflow: Add & Use Funds from Wallet

Flowchart illustrating the process of sending a gift wash through an app, detailing steps from the landing page to a confirmation summary, including gifting options, payment entry, and update processes.

Flowchart illustrating the process of adding and using funds from a wallet app, detailing steps for fund addition via credit card and fund usage at a payment station with barcode scanning, leading to a confirmation summary.

Plan Upgrade & Management

📌 Challenge: Customers hesitated to upgrade or switch plans due to complicated workflows.

✅ Solution:

Upgrade plans in seconds with a one-tap confirmation.
Auto-fetch customer details to eliminate redundant inputs.
Instant barcode generation for new plan activation.

📍 Workflow: Purchase Monthly Pass Plan

📍 Workflow: Upgrade Club Plan

📍 Workflow: Upgrade Pass Plan

Workflow Diagram: Navigating the Purchase and Confirmation Process for Monthly Pass Plans through App and for Existing Customers, Complete with Temporary Barcode Display Guidance.

Flowchart illustrating the processes for upgrading to a club plan and switching to a pass plan, detailing each step from the landing page to the final confirmation with barcodes.

Flowchart illustrating the steps for upgrading and canceling a pass plan, highlighting the process for selecting a plan, entering credit card details, and receiving confirmation.

Sign-In & Authentication

📌 Challenge: Users struggled with password recovery & authentication, causing drop-offs.

✅ Solution:

Biometric login (Face ID & Fingerprint) for frictionless access.
Google/Facebook authentication to simplify onboarding.
Barcode-based retrieval for existing Fast Pass users.

📍 Workflow: Sign-in Flow

Flowchart illustrating a sign-in process for a mobile app, detailing pathways for existing and first-time users, including login, password recovery, and new user registration options using email or social media authentication.

Results & Impact

📈 Enhanced User Experience

Onboarding time reduced by 40%, eliminating redundant steps.
90% of users successfully updated their plan digitally within minutes.

📊 Increased Adoption

65% of Fast Pass users linked their accounts within two weeks.
80% of plan purchases transitioned to the mobile app.

💰 Boosted Revenue & Engagement

30% increase in digital plan renewals, reducing churn.
Wallet-based transactions surged by 50%, eliminating cash dependency.
Gift Wash purchases rose by 40%, leveraging social sharing.

Low Fidelity Interactive Prototype (Axure RP)

While Labbling Management Web App Prototype

http://x10624.axshare.com/#c=2

Password: DRB-Yash

Mobile App Prototype

http://6y92i2.axshare.com/#c=2

Password: DRB-Yash

High Fidelity While Labelling Management Web App Prototype

High Fidelity Mobile App Prototype

Conclusion

Through user research, iterative design, and seamless UI/UX enhancements, we transformed DRB Systems’ car wash subscription into a fully digital, user-friendly experience. The new mobile app not only enhanced customer satisfaction but also drove revenue growth through higher engagement & retention.