Jiffy Lube Digital CX
Purpose
Empower customers to meet their needs with smarter digital tools
Category
Product Design, User Testing, UX, UI
Year
2019 - 2025
Jiffy Lube Digital CX
Purpose
Empower customers to meet their needs with smarter digital tools
Category
Product Design, User Testing, UX, UI
Year
2019 - 2025
Jiffy Lube Digital CX
Purpose
Empower customers to meet their needs with smarter digital tools
Category
Product Design, User Testing, UX, UI
Year
2019 - 2025
From vision to execution
Jiffy Lube once defined convenience—the Uber of the 1970s—but the world had moved on. In 2019, AKQA partnered with the brand to reimagine its future, creating a clear digital vision and roadmap to position Jiffy Lube as a leader in progressive, convenient automotive maintenance. After aligning the business around this vision, execution soon followed.
Jiffy Lube once defined convenience—the Uber of the 1970s—but the world had moved on. In 2019, AKQA partnered with the brand to reimagine its future, creating a clear digital vision and roadmap to position Jiffy Lube as a leader in progressive, convenient automotive maintenance. After aligning the business around this vision, execution soon followed.
The first step toward service on their terms
Given platform and technical constraints, we launched with Order Ahead—the first execution of the “service on my terms” vision—allowing customers to sign up for a user account and price services across Jiffy Lube locations for the first time. Our team quickly immersed itself in the franchise model, POS systems, and service flows, using rapid prototyping and iterative design to move forward despite unclear requirements.
Given platform and technical constraints, we launched with Order Ahead—the first execution of the “service on my terms” vision—allowing customers to sign up for a user account and price services across Jiffy Lube locations for the first time. Our team quickly immersed itself in the franchise model, POS systems, and service flows, using rapid prototyping and iterative design to move forward despite unclear requirements.
Refining the experience through testing
To validate the new transactional experience, we established a usability testing program to measure satisfaction and uncover friction early. Over six months, I led four rounds of remote testing with 85 participants and 8 prototypes through UserZoom GO, generating actionable insights and optimization opportunities—with no critical blockers to launch.
To validate the new transactional experience, we established a usability testing program to measure satisfaction and uncover friction early. Over six months, I led four rounds of remote testing with 85 participants and 8 prototypes through UserZoom GO, generating actionable insights and optimization opportunities—with no critical blockers to launch.
Designing a faster, clearer journey
A few years later, Jiffy Lube set out to increase store visits, strengthen CRM, and optimize estimates using analytics insights. A strategic audit revealed a complex, drop-off-prone flow—especially around vehicle input—and limited value in submitting an estimate.
In response, we redesigned the experience through close client collaboration and multiple iterations, simplifying the journey while increasing business impact. The result: a streamlined flow with early email capture, a persistent progress tracker, faster vehicle search, and a clearer value exchange through an “email to me” call-to-action and pricing only visible at the review step.
A few years later, Jiffy Lube set out to increase store visits, strengthen CRM, and optimize estimates using analytics insights. A strategic audit revealed a complex, drop-off-prone flow—especially around vehicle input—and limited value in submitting an estimate.
In response, we redesigned the experience through close client collaboration and multiple iterations, simplifying the journey while increasing business impact. The result: a streamlined flow with early email capture, a persistent progress tracker, faster vehicle search, and a clearer value exchange through an “email to me” call-to-action and pricing only visible at the review step.
From service provider to trusted advisor
To further bring the 2019 vision to life, we evolved Jiffy Lube into a trusted digital advisor—using personalization to deliver relevant guidance at the right moment. Enabled by new technology in 2024, we designed Recommended For You, a data-driven experience that lets customers quickly look up their vehicle, view tailored maintenance recommendations from in-store inspections, and explore helpful education to keep their car in top shape.
To further bring the 2019 vision to life, we evolved Jiffy Lube into a trusted digital advisor—using personalization to deliver relevant guidance at the right moment. Enabled by new technology in 2024, we designed Recommended For You, a data-driven experience that lets customers quickly look up their vehicle, view tailored maintenance recommendations from in-store inspections, and explore helpful education to keep their car in top shape.
Recap and outlook
Digital transformation rarely moves fast—especially at scale. Through early commitment, strategic clarity, and sustained collaboration, the ongoing site overhaul and feature evolution have delivered measurable results: higher net sales, increased store traffic, larger average tickets, and stronger uptake of non-core services.
Digital transformation rarely moves fast—especially at scale. Through early commitment, strategic clarity, and sustained collaboration, the ongoing site overhaul and feature evolution have delivered measurable results: higher net sales, increased store traffic, larger average tickets, and stronger uptake of non-core services.
Interested in working together on something great?
Interested in working together on something great?
Interested in working together on something great?
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© Christoph Friess 2026
© Christoph Friess 2026