One Booking.
Four Connected
Experiences.
Designing a complete operational workflow that seamlessly carries a booking request from initial customer discovery to worker dispatch and service completion.
The Service
SV Carwash is more than a booking interface. It is a service that connects customers, administrators, and field workers through a set of connected digital experiences.
The website starts the customer journey. From there, requests move into administration, workers receive and execute assigned services, and status updates flow back through the system to the customer.
Before designing the interface, I had experienced the service from the inside.
For several years, I worked as a car washer at SV Carwash.
I experienced the service from the ground — the realities of doing the work and the different people involved in getting a service completed.
Years later, when I approached SV Carwash as a designer, I wasn't starting with an imagined workflow.
I already knew the service from the inside.
That experience became the starting point for thinking about how a digital system could support the people involved.
Customers had limited visibility into active service progress, relying on repetitive manual follow-ups.
Dispatchers coordinated schedules manually, matching washers to routes across disconnected tools.
Workers received assignments through calls and messages without a structured job workflow.
Status updates, customer requests, and job logs had no unified single source of operational truth.
The People & System Behind One Service
Different people experience the same service from different positions. The system connects their work.
Customer
Requests a service and needs a simple way to understand what is happening.
Admin
Coordinates requests, assignments, and ongoing service operations.
Worker
Carries out the service in a physical, time-sensitive environment.
Connected System
Connects these activities so information can move between the people involved.
Mapping the Service
Each interface represents a different point in the same service journey.
Customer
Discovers the service and decides what they need.
Customer Website
The customer starts the service journey through the Customer Website.
Booking / Request
The request captures the information needed for the service to be coordinated.
Admin Operations
The admin receives the request, manages the booking, and assigns the work.
Worker PWA
The assigned worker receives the job and follows the service workflow.
Service Execution
The worker carries out the car wash in the physical environment.
Status Update
The worker updates the service through the PWA as the work progresses.
Admin Operations + Customer Portal
The updated information becomes available to operations and the customer.
For complaints, questions, and quick customer conversations. Sits outside the operational chain (Customer ↔ WhatsApp Support) and does not control bookings, dispatch, operational status, or system notifications.
Designing Around
Reality
Not every possible feature belongs in the workflow.
Having worked as a car washer at SV Carwash, I understood that the worker's environment is very different from a desk-based interface.
The work is physical, time-sensitive, and focused on getting the service completed.
Photo verification was explored as a possible addition to the workflow. But making photo capture a mandatory step would introduce another interaction at the point where the worker needs to keep moving.
So it was intentionally left out of the final workflow. The system prioritises straightforward task completion and fast status updates instead.
Good product design isn't always about adding capability. Sometimes it's about knowing what not to add.
The Four Experiences
The same service looks different depending on where you stand within it.
Each experience is designed around a different responsibility, while remaining connected to the same operational flow.
1. Customer Website
Customers discover the service, choose what they need, and submit a booking or service request.
2. Admin Operations
Admin receives customer requests, manages bookings, assigns work, and keeps track of ongoing service operations.
3. Worker PWA
Workers receive assigned jobs and use the PWA to follow the service workflow and update its status.
4. Customer Portal
Customers can access their service information and see updates from the operational workflow.
From Designer
to Builder
From understanding the workflow to making the workflow work.
Understanding the service was only the beginning.
The next challenge was translating the relationships, responsibilities, and handoffs into working digital experiences.
I designed the system around the different people involved, then built the connected experiences that allow the service to move from customer request to operational execution and back to the customer.
I didn't stop at designing screens. I helped turn the service model into a functioning product ecosystem.
The Service in Motion
Follow one service request from the first interaction to completion.
Customer discovers the car wash service through the website.
Customer selects the required service and submits a booking or service request.
The request reaches admin operations, where the booking is reviewed and the work is organised.
Admin assigns the service to a worker through the operational workflow.
The worker receives the assigned job through the PWA and carries out the car wash.
The worker updates the service status through the PWA.
The completed service and its updated status are reflected back in the connected system, including the Customer Portal.
What I Learned
Context changes the interface.
An interface designed in isolation fails when tested against physical constraints, time pressures, and environmental realities.
Handoffs matter as much as screens.
The success of a service system lies in how smoothly information transfers between different actors and states.
Good systems respect the reality of the people using them.
Pruning unnecessary steps and respecting worker workflow beats feature bloat every single time.
Want to explore the system yourself?
The SV Carwash ecosystem is a functioning product, not just a collection of screens.
If you'd like to explore the different experiences, request temporary demo access.
Open to recruiters, designers, developers, founders, students, and anyone interested in exploring the system.