Product designer

Challenge

When we first walked into JJ Auto Repair, it was clear shops were juggling word orders and discovered a pattern: endless phone calls, and scattered files, invoices and multiple desktop tabs was the daily grind. These shops were caught between outdated, manual processes and overpriced, overcomplicated CRM software. They didn’t need a kitchen sink they needed a clean, purpose-built toolbox.

• Small shops felt squeezed out by bloated SaaS platforms that demanded high monthly fees for features they rarely used.
• Service writers struggled to keep communication flowing between the front desk and the shop floor, while technicians juggled diagnostics with oily hands and outdated terminals.
• Technicians needed quick access to vehicle specifications and fast input methods without wading through menus.
• Customers wanted transparency, clear service updates, SMS reminders, and a simple way to view and approve repairs.
• Shops needed a way to keep customers engaged without spamming them, to earn reviews without being pushy.

Define / research

Our research journey was a mix of shop floor talks and hands-on observations. We learned that many shops were held together by a patchwork of browser tabs, sticky notes, and half-remembered conversations. Shops operated on a thin margin, avoiding any software that seemed too expensive or complex. Service writers were often caught playing telephone, struggling to sync customer expectations with technician updates.

• Service writers had difficulties bridging communication gaps between customers and technicians.
• Shops often ran with multiple browser tabs, trying to maintain order in a digital mess.
• Few could justify spending over $700 monthly on a SaaS platform they only half-understood.
• Technicians needed an intuitive interface that respected their time, with quick actions for diagnostics and inspections.
• Some techs weren’t exactly tech-savvy, and many shops preferred smartphones and tablets over desktops.
• Customers valued clear, SMS-based appointment reminders and a way to approve repairs quickly.
• Shops recognized the value of SMS marketing but needed a way to automate it without feeling spammy.
• Offering Buy Now, Pay Later (BNPL) options became a clear need, ensuring customers could keep their cars running even on a budget.

approach

Wrenchie is more than software, it’s a toolkit for the frontlines of auto repair. Every feature is designed with a clear purpose, respecting the time, skill, and needs of every user.

outcome

Wrenchie is actively being built, but the journey has proven to be more complex than expected. As a first-time solo designer and coder, building a full-scale SaaS with API integrations, I quickly realized I had bitten off more than I could chew. My journey includes collaborating with developers, exploring scalable no-code solutions, and continuously testing with real shops. Despite this, user feedback has been overwhelmingly positive. Local auto part franchises are watching closely, eager for completion.

Shops across the region are lined up for the MVP/Beta, eager to integrate it into their workflow. Our color palette, intuitive navigation, and user-centric design have consistently earned praise, that competing Saas platforms (names we can’t mention) have taken notice.

The application is now projected for a Beta rollout in approximately six months (Began: March – Deadline: August 2025).

What started as a sketch on a notepad for my Google UX Designer Course is evolving into a platform designed to be as reliable as a freshly-tuned engine.