Prime Parking

Enabling seamless reservation management for professional drivers and Pilot team members.

TYPE

Product design

CLIENT

Pilot Company

TIMELINE

July 2023 - September 2024

Overview

Prime Parking allows professional drivers to reserve safe, reliable overnight parking at Pilot travel centers. Prior to this work, drivers could make reservations online, but had limited ability to manage them. Seemingly simple tasks like modifying upcoming reservations or viewing past ones often required calls to Guest Services. Meanwhile, Guest Services teams were burdened by high call volumes and an outdated internal platform for managing parking reservations and store activity.

Our team overhauled both the guest-facing Prime Parking site and the internal platform used by Guest Services and in-store team members. The redesigned experience gives drivers more control over their reservations, while giving Pilot teams enhanced tools to support drivers and oversee store-level activity. Overall, the new experience empowers drivers, reduces reliance on Guest Services, and allows for quicker resolutions to parking-related issues.

My role

As one of three designers on the team, I:

• Built a mobile prototype of the guest-facing site for usability testing with real drivers at a Pilot store.
• Partnered with Guest Services leads to understand their needs and validate design solutions.
• Designed the individual store dashboard interface and the bulk space blocking feature, which are new elements of the Guest Services platform.
• Translated early wireframes into high-fidelity designs and prepared detailed design documentation for engineering hand off.

Design highlights

Reservation management for drivers

BACKGROUND

Drivers had limited control over their reservations and often had to call Guest Services to cancel, share, or reference past bookings. Because drivers are frequently on the road, improving the mobile experience was critical.

SOLUTIONS

I designed a mobile-friendly interface that surfaces upcoming reservations at a glance while keeping past reservations easy to access. I made important actions like canceling and sharing reservation details easy to access and complete.

To support usability testing with real drivers at a Pilot store, I built a high-fidelity prototype of the platform that covered several flows, including reservation history. Insights from these sessions helped refine the designs, particularly the organization of past reservation details.

Store dashboard

BACKGROUND

Internally, Guest Services agents and in-store team members had inadequate processes for managing parking activity at the store level. In-store team members had an obscure workaround to help drivers make reservations in person, but still had to call Guest Services for more complex tasks. Meanwhile, Guest Services did not have an easy way to monitor individual store activity, which made fraud prevention more difficult.

SOLUTIONS

We introduced a store dashboard to address these gaps. This new interface gives both Guest Services and in-store teams a clear, intuitive view of store activity, allowing them to easily make reservations and assess current activity and availability. The dashboard replaces disjointed, inefficient workflows and enables teams to respond to driver needs more quickly and with less friction.

I developed the high-fidelity designs of the store dashboard from early wireframes, identifying and resolving interaction issues along the way. I determined what information mattered most in this view, deciding what to surface or remove to enable quick, informed action. The dashboard is also designed to adapt based on users' access levels, giving greater abilities to more senior team members but maintaining a consistent interface.

Store dashboard view for a Guest Services Supervisor.

Bulk space blocking

BACKGROUND

Occasionally, teams need to mark multiple parking spaces or entire lots as unavailable due to construction, weather, or other conditions. Previously, this required in-store team members to call Guest Services, where agents had to go through a limited, error-prone flow to complete the task.

Within the store dashboard, we introduced a dedicated bulk space blocking flow to simplify this process. The new experience allows authorized users to quickly adjust availability at the store level, reducing handoffs between teams and enabling faster resolutions.

SOLUTIONS

I owned the end-to-end design the bulk space blocking flow. While this was initially conceptualized as an in-line feature on the store dashboard page, I advocated for a separate experience that (1) made the store dashboard lighter, and (2) mirrors the regular reservation process. By leveraging similar patterns from the frequently-used reservation experience, I was able to create a flow that feels familiar and easy to learn instead of introducing an additional mental model on top of this overall new system.

The interface for blocking spaces

Outcomes

The new Prime Parking launched in early 2025. Drivers can now manage reservations independently, easily canceling, sharing, or reviewing their history without a call to Guest Services. Meanwhile, Pilot team members have new and improved tools to create and manage reservations, monitor store activity, and easily adjust availability. This enhanced experience further establishes Prime Parking as a reliable service for professional drivers.