Blueprint for Better: How Service Design Elevated the Jiffy Lube Experience
Salesforce Experience Cloud, Service Cloud, Experience Cloud
The Challenge
Jiffy Lube, a national leader in automotive maintenance, faced growing inefficiencies across its customer experience ecosystem. With over 2,000 store locations and 16,000+ users, the organization struggled with long wait times, fragmented technician workflows, and inconsistent communication across service centers.
I was engaged to lead a comprehensive service design initiative—mapping the end-to-end customer journey, identifying friction points, and optimizing processes to deliver a more seamless and satisfying experience.
The Vision
Service should feel effortless. The vision was to create a scalable, human-centered blueprint that would unify operations, empower technicians, and delight customers. By grounding the design process in real-world insights and cross-functional collaboration, we aimed to transform every touchpoint into an opportunity for trust, efficiency, and brand loyalty.
The Solution
Through a strategic blend of research, prototyping, and stakeholder engagement, we delivered a service design blueprint that reshaped the Jiffy Lube experience:
Mapped the full customer journey across 10+ personas to uncover systemic pain points
Conducted stakeholder interviews with technicians, front-line staff, and customers to ensure solutions reflected real-world needs
Created detailed journey maps and over 30 interactive prototypes in Figma to visualize and validate proposed improvements
Facilitated cross-functional collaboration between design, operations, and leadership to align on implementation and iterate quickly
Streamlined service workflows, reduced wait times, and improved communication touchpoints across all 2,000+ locations
The result was a scalable, user-centered framework that not only improved customer satisfaction but also drove operational efficiency and business growth. Jiffy Lube’s transformation proved that great service isn’t just delivered—it’s designed.
