Prime Parking

Pilot - Prime Parking
July 2023 - September 2024

Interaction design, prototyping, stakeholder interviews, usability testing

Prime Parking allows professional drivers to reserve overnight parking at Pilot travel centers. Before this work, drivers had limited ability to manage their reservations, often relying on calls to an overwhelmed Guest Services team.

We overhauled both the guest-facing site and the internal platform used by Guest Services and in-store staff to empower drivers with greater control over their reservations and give Pilot teams better tools to support them.

Empowering drivers with self-service capabilities

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.

Creating a 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. Through discussions with representatives from the Guest Services team, 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.

Enabling 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

The new Prime Parking launched in early 2025, allowing drivers can easily review, share, or modify their reservations without a phone call. When a call is necessary, Pilot team members on the other side are equipped with new and improved tools to provide support. This enhanced experience reinforces the role of Prime Parking as a reliable service for professional drivers.