It started like many projects do — with a client online meeting.

We sat down to scope out the next evolution of the product. The client wanted the usual: a cleaner UI, a smoother flow, and maybe some better visuals.

But I asked a question that changed everything:

“What’s the problem you’re not hearing from users?”

The client paused. Then replied, “Honestly… we feel like users forget about us. We’re just a service. They come, book, and leave.”

That was it. That was the gold.

The product wasn’t broken — it was forgettable.

🧠 The Spark: Real Research, Not Assumptions

Before designing a single screen, I proposed we run a quick but deep UX audit and user research sprint.

We gathered:

• ✅ Usability testing sessions of the current app
• ✅ In-depth interviews with 8 active users
• ✅ Competitive analysis of local apps like Sweater and Ghassl, and global leaders like Washos (USA)

One insight hit hard:

“I never know when I last washed the car… or if I’m doing it enough.”

It wasn’t a request. It wasn’t even a complaint.

It was a throwaway comment that pointed to something deeper:

🧩 The experience lacked memory, rhythm, and progress.

🧠 Designing for Behavior, Not Just Convenience

That’s when we made the leap.

We didn't just improve usability.

We rebuilt the experience around momentum, habit, and reward.

🎯 Gamification was the game-changer.

We introduced

• ✅ Streaks & Challenges — Wash 3 times in a month, earn a reward
• 🧼 Points System — Earn points for every booking
• 🎁 Redeemable Gifts — Turn points into real discounts and perks

Users suddenly had a reason to return — not just for need, but for satisfaction.

From Insight to Interaction

That one line — “I never know when I last washed the car” — triggered a mindset shift. We weren’t just solving for convenience anymore. We were designing for continuity, habit, and emotional return.

👇 Here’s how it translated into the experience:

This wasn’t gamification for the sake of it — it was value that felt earned. And it turned passive users into loyal customers.

🎁 Insight-Led Feature: Gift Cards, Not Just Wallet Transfers

In interviews, one user told us:

“I wanted to send my friend a wash… but sending money feels cold.”

That was subtle — but powerful.

So instead of just sending cash to someone’s wallet, we created:

• A “Send a Gift” feature with thematic gift cards
• Predefined packages (e.g. "3 Washes", "1 Full Tint", etc.)
• A redemption journey that felt thoughtful, not transactional

It turned our app from a service to a social product.

Something people didn’t just use — but shared.

🔄 Redesigning the Booking Flow From the Ground Up

The original experience?

One big form. On one screen. With no hierarchy.

Users:

• Missed key steps
• Didn’t explore other services
• Felt overwhelmed by the layout

So I changed the architecture.

• Guides users smoothly
• Creates space to upsell add-ons and products like air fresheners or tire shine
• Gives clarity, control, and reduces cognitive load

🪟 Even Created a New Flow for Window Tinting

This service didn’t exist before. The client wanted to add it, but didn’t know how it would fit.

So I mapped out a new journey but inspired from the booking flow for familarity and consistency:

1. Choose the windows to tint
2. Select a tint grade
3. And info button to know the diffrence between diffrent grades
4. See a visual summary before paying

We made the experience feel consistent with the rest of the app — while educating users along the way.

💡 No learning curve. No confusion. Just clean interaction.

📊 The Outcome

1. ✅ Clear, frictionless service flows
2. ✅ Engagement that actually sticks
3. ✅ Features people talk about and share

🔚 Final Reflection

This project reminded me:

Sometimes the best UX isn’t just solving pain — it’s creating pull.

I didn’t just fix usability.

I gave users a reason to come back 🔁, a reason to share 🎁, and a reason to remember us 🧠..

That’s what made this the #1 car service app in Saudi Arabia.

Not because it was pretty.

Because it was personal.