Platform Overview
Walmart Auto Care Center
Transforming Walmart Auto Care Center from legacy workflows into a guided service platform
For more than five years, I was responsible for designing and evolving Walmart Auto Care’s associate-facing ecosystem across customer intake, queue management, technician workflows, warranty processing, and service execution.
Legacy Bay System and Ignition beside redesigned Next-Gen ACC App
Overview
Walmart Auto Care Centers relied on aging legacy systems to write service orders, manage vehicles, and guide technicians through automotive work. The tools were difficult to learn, heavily manual, and often depended on tribal knowledge, paper reference books, and fragile operational workarounds.
My work moved the experience from loosely guided data entry toward a connected service platform that supported intake, scheduling, queue management, guided technician workflows, warranty checks, DOT capture, service setup, and operational visibility.
Over time, the platform expanded to support new services, appointment scheduling, fitment data, warranty workflows, and evolving store operations.
My role
I joined at the start of Walmart Auto Care’s modernization effort and spent more than five years as the primary UX owner for most of the associate-facing ecosystem: Service Writer, Bay System, technician workflows, operational dashboards, warranty experiences, fitment guidance, DOT capture, scheduling, and service execution.
Most of the platform’s core interaction patterns, workflow models, and operational concepts started in my design work, and I kept evolving them in close partnership with product, engineering, business stakeholders, and other designers.
That tenure let me follow design decisions through every stage: concept, rollout, adoption challenges, scaling, and years of refinement supporting more than 90,000 automotive services a day.
