CASE STUDY · CARMD SHOP REFERRAL PORTAL
Understanding a workflow through interviews + on-site observation and building a solution around those insights
ROLE
Lead UX Designer
TIMELINE
3 months · 2026
TEAM
Product · Eng · Business
SCOPE
Discovery → Beta
THE PROBLEM
Appointment management that fits into an existing workflow
Repair shops had existing shop management software — Our solution needed to integrate, or it could become more of a burden than a benefit.
THE MANDATE
Build a web portal that connects to the CarMD mobile app
The portal needed to receive appointments scheduled in the app, and send confirmations when the work was complete.
MY ROLE
Working with shops to define constraints and workflow
Talking to end users and observing their workflow lead to important insights
OUTCOMES
A successful pilot launch that surfaced improvements
Working with a few local shops, I tested the workflow in the real world
I shadowed users in their repair shop environment to map their workflow and understand the entire ecosystem.
Observational Insights
A wide range of users and environments, from a one man shop to a dedicated receptionist.
Design Implication:
Reduce cognitive load, and make the interaction flexible enough for a variety of personas
Shop owners want to see which offers are bringing in traffic and profitable.
Design Implication:
A dashboard that brings performance insights to the forefront
Employees use other management systems to store customer data and repair logs.
Design Implication:
Find ways to eliminate or reduce manual transfer of customer data between our portal and existing systems
Loop Between Portal, App & Existing Systems
Translating workflow insights into intuitive processes
I used API integration and UX principles to reduce friction and optimize a repetitive workflow.
Performance Dashboard
Customer Trends for monitoring program performance
Revenue & Redemption tracking for campaign insights
Appointment Overview for glanceability in a hectic environment
Workflow Optimizations
API Integration + Guided setup flows for link to existing customer databases
When API integration wasn't possible, "Returning Customer" labels to minimize duplicates
Clear appointment status and CTAs for next steps
Notifications for rescheduled appointments and completion reminders
Validating execution with end users, in their environment
We launched a pilot program with local shops to test the entire workflow and collect feedback
Testing Outcomes
Going back into the portal to mark appointments as complete was often overlooked as employees moved on to their next customer
How I addressed it: Customers initiate completion flow — when they get their car back, they mark appointments complete on the app to get their rewards, which shops then verify when prompted to.
Users felt the increased steps and time required didn't outweigh the program's benefits
Take-away: The workflow optimizations helped to keep the perceived burden to a minimum.
The importance of contextual observation and mapping the workflow
Understanding the entire ecosystem
Environmental factors can influence the flow
Identifying any existing software or systems that require integration
Usability testing, in context
Usability testing in a vacuum isn't the best gauge of potential friction
Psychology and approach changes with the environment
Build workflows around insights
Identify the user's goals, and all of the steps they take to get there
Optimize and improve existing flows by understanding why friction happens
Reflection
What I would repeat
Using contextual observation insights as a foundation for the product's features and constraints.
What I would change
Start with an MVP. Too many features in the early prototype resulted in less focused usability testing.
What's next?
Collect data and make refinements based on pilot program performance.
"Time isn't the main thing. It's the only thing."
~ Miles Davis
Back to top