Improving customer experience with centralized account management
Our updated website changed the way that we do business. Customers have access to information they never had before, and we can leverage account management features to improve our customer service. There are more ways to buy and gift our products. This update is a huge improvement for us. – CFO & Marketing Director, Car Wash Enterprises, Inc.
Car Wash Enterprises engaged Flower Press Creative Studio to design and build a new web app. We met with senior leadership, data entry staff, regional managers, and car wash attendants to learn about pain points and desired features. We started by looking at information architecture to improve the overall experience. Using workflows, we re-organized Unlimited Wash Club pages to focus on pricing based on wash level and membership term. We added subcategories to the store for more straightforward navigation and planned a logged in checkout experience to reduce redundant data entry. Brown Bear does tremendous work in the community and offers valuable flexible employment for high school students, parents, and military members. We expanded its community commitment section and included additional information about the company’s history and environmental commitment. We created wireframes and a prototype and conducted extensive stakeholder reviews and end-user testing. With feedback in mind, we finalized the design direction and started the build. Initial updates to the web app were pushed out to internal beta testers. We went through several rounds of testing and integrated feedback into the final build.
BrownBear.com offers integrated account features to improve the overall customer experience. As Brown Bear continues to grow, the offerings available through the customer-facing account area, Brown Bear Digital will continue to expand. We expect to see great things from Brown Bear’s digital tools as they set a standard for retail businesses across the country. BrownBear.com is part of an integrated system. Learn more on the Brown Bear Wash Club App project page.