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PortfolioAbdul Latif Jameel · CarHub

CarHubAutomotive · customer & merchant apps · 2022 · Product Designer

A service to book
A business to run

I helped redesign both CarHub apps: one for customers booking services, one for merchants managing the work.

For the driverCustomer app
What does your car need?
MaintenanceCar care
Your next serviceOil changeToyota Camry · Al Noor Center
Today, 14:00
A reason to come back.

One car
Both sides of the service

For the service centerMerchant app
BusinessThe day ahead
AL NOORAUTO CAREServices · offers · customers
14:00
Scheduled serviceOil changeToyota Camry
From a customer’s bookingto the work in front of you.
Two apps, designed around the same service. Illustrative views of booking, daily work, and loyalty.
Project length
3 months
Team
2 designers, 1 product manager
Across the experience
Onboarding · booking · payments · loyalty
Explore the story

The project at a glance

The problem
Customers needed simpler service booking and payments; merchants needed tools to manage the corresponding work.
My contribution
One of two designers working with a product manager and client stakeholders over three months, from journey mapping to detailed design.
The design decision
We designed the customer and merchant apps as two sides of the same service, using shared priorities to guide the redesign.
What this case shows
Journey maps and an interactive customer prototype show the redesign. The original case study reports qualitative improvements, not measured results.

Every booking has someone on the other side

CarHub connects car owners with service providers through two apps. The brief called for easier onboarding, simpler payments and data entry, more online transactions, and reasons to return. We had three months.

A customer booking
A merchant providing
A service connecting them

Understand both sides first

We started with journey maps, usage data, and stakeholder workshops.

Map both journeys together

We mapped the driver’s and the merchant’s journeys to see where they met.

The driverA service for my car
Two different journeysOne shared service
The service centerA business to look after

  1. Find the right service

    Compare what’s available for the car.

    Find

    Make the service easy to find

    Show the shop, its services, and offers.

  2. Choose the car and time

    Turn a service into a specific booking.

    BookSame
    booking

    See the work coming in

    Know which service is scheduled and for whom.

  3. Have a reason to come back

    Keep upcoming services and loyalty points close.

    Return

    Build on the first visit

    Keep the business visible through its services and offers.

A simplified view of the two journeys. What the driver books becomes work for the service center.

Prioritize the wish list

In workshops, we used MoSCoW (must, should, could, won’t) to agree on what came first.

  1. Essential this round
  2. Could come later
  3. Outside this round
Agree the scope before drawing the next version.

Design for both sides

Wireframes covered finding and paying for a service, plus merchant profiles, offers, sales, and schedules.

The same booking, read two ways

Customer: What does my car need?

ServiceOil change

Merchant: What work is coming in?

Customer: Which car am I booking for?

CarToyota Camry

Merchant: Which car are we servicing?

Customer: When can I bring it in?

TimeToday, 14:00

Merchant: When should we expect it?

Customer: How do I pay?

PaymentPay in the app

Merchant: How is the service being paid for?

Different screens, built around the same details. An illustrative booking shows what needed to carry across both apps.

Give people a reason to come back

Points, membership status, and rewards became visible, and merchants got space to promote offers.

  1. Use a service
  2. Earn points
  3. Redeem rewards
The loyalty design made returning part of the experience.
Try the customer experience

Take it for a spin

A service to book, a car to choose, and a time that works for you. Try the journey here.

Your car, your next service.

Start with Car maintenance or Car care. Your wallet, loyalty points, and upcoming bookings are close by.

An updated presentation of the original customer flow. Account details, verification, prices, and appointments are simulated. No real bookings or payments.

This demo needs a little more room.

Open it on a larger screen or widen your window to explore it.

Interactive recreation · sample account

Two redesigned apps and a customer journey to try

A high-fidelity prototype connects booking, car selection, payments, and loyalty.

Visit CarHub

The decision

We designed the customer and merchant apps as two sides of the same service, using shared priorities to guide the redesign.

What changed

  • Mapping both journeys gave the team a shared view of the service and its priorities.
  • The redesign covered customer booking and payments alongside merchant profiles, offers and schedules.
  • A detailed customer prototype connected car selection, booking, payment and loyalty.

Abdul Latif Jameel · CarHub · 2022

My part in the work

I was one of two designers, working with a product manager and client stakeholders from journey mapping to detailed design.

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About this case study

Details come from my original case study, which reports qualitative improvements, not measured results.