In a culture where appearance is everything and time is highly valued, Bliss makes it quick and effortless to keep your car looking super fresh

From our chats and our research a few things stood out to us:

customer frustration

• Customers were calling in often...
  causing time wasted for customer service reps and costing the business money

• Almost everything required being in-person...
  unnecessary friction reducing opportunity for ‘single wash’ purchases from non-members

drop off

• People are turned off by the membership pitch...


  lowering # of subscriptions, possibly leading to losing non-member customers completely

• People sign up for 2.5 mos then cancel...
  reducing recurring revenue (MRR/ARR)

engagement

• Bliss can only connect with customers in-person or email... extremely limits ability to engage/interact, losing opportunity to strengthen 💪🏼 brand perception, nudge customers, and etc.

We needed to create an extension of the in-person experience that would make the whole thing super low friction for customers—providing a sense of ownership and ease.

I know it seems obvious that a tech-forward car wash company would need an app for it’s membership service... Bliss didn’t have all of the resources in order to do this. They were getting by with a simplified web experience and the customer support team.

This prompted many hard conversations around user experience. We wanted the app to enhance the current experience without getting in the way too much. A few things we were aiming for:

• strengthen relationship with customers

• provide more flexibility and ease in the service

• increase the value all customers get

• give more ownership

• provide a clear, easy way to subscribe when they're ready

Making it easier for customers to do things on their own

reducing # of customer support calls, saving money

in our pursuit to empower customers and reduce reliance on customer support, we implemented key features to enhance self-service capabilities:

• Manage account info: Easily update personal details for a tailored experience.

• Update Credit Card Info: Seamless management of payment methods.

• Add Vehicle: Effortlessly expand your profile to include additional vehicles.

• Upgrading Membership: A straightforward process to enhance subscription benefits.

Result

Our focus on these functionalities resulted in a notable reduction in customer support calls, translating to a cost savings for the business.

Account Management. Easily update account info, credit cards and see payment history.

Membership Management. Easily update, add or remove vehicles for the unlimited wash package.

Improving the experience for non-members

less friction for purchasing and upgrading to a subscription

In a bid to create a smoother path for non-members, we prioritized features to simplify the user journey:

• Subscribe to a membership: A hassle-free process to join our community.

• Buy one-time wash codes: Providing a flexible, one-off solution.

• More self-service experience: Enhancing accessibility and convenience.

Result

Bliss stakeholders told us that they were seeing new memberships and one-time washes coming directly from the app—an important goal for the Bliss team.

Account Management. Easily update account info, credit cards and see payment history.

Membership Management. Easily update, add or remove vehicles for the unlimited wash package.