Redesign – Question equates to that something exists today & we would have redesign or make changes in such a way that it achieves either its standard objectives or new objectives.
The way I would approach this question
Interviewer : How would redesign the carwash ?
Me: Hmm.. Very interesting question . May I ask you couple of clarifying questions please.
Interviewer : Sure
Me: Do we know what type of Car wash we are trying to redesign . Example includes completely automatic , Partially , Self cleaning manual or manual by person carwash. Does Carwash wash passenger cars & does it include Commercial Trucks ?
Interviewer : Lets just focus on Self cleaning manual for passenger car ( Where driver has to come outside & clean the car using provided equipment
( I narrow down the problem )
I would immediately go into shoes of consultant who is directly working with owner of car wash company.
Me: Thank you. Let me think about it for a minute.
Me: Lets first set the objective of redesigning. Do we know why do we want to redesign our cash wash . Example would include we are experiencing decline in the footprints , revenue & hence we want to improve our core revenue. Other objective could be we are hearing lot of complaints about experience of customer & we want to make it better in terms of services & experience. Add more services into car-wash to earn ancillary revenue.
Interviewer : You may assume All.
Now consultant would ask for data for current transactions & about customers but PM would take product & customers in mind & start laying out ideas around potential issues in achieving each objective.
I would immediately goes into shoes of Product Manager ( Owner of Car Wash ) . Just think you are owner & its your OWN money on the neck. What you do ?
Discuss Potential Issues keep footprints , experience & other services in mind
A) Cumbersome & hard to understand process – When customer arrives , it is hard to understand all the available options & customers gets confused which ones to use. Example : Wax Rinse , Rinse After/Before , Tire Special Rinse, Soft Foam , Hard Foaming Brush , Initial Rinse. This may sway away some customers
B) Waiting for the turn – Its hot & customers dont want to wait . Or least customers want to wait in shed. Long waiting lines would discourage repeat customers.
C) Driver cleans the car but spouse,kids get bored. Nothing to do. More Worse wait in open & child safety in question.
D) Pay by coin but not sure where to get coins . Customer turning away. Easy Payment options
E) Water Sprayer Pipe very hard to navigate & keep on interfering with car. Multiple equipment for different options adds to the complexity of process. Water Pressure Points etc.
F) Dirty Surface floor & slippery too . Customers feared about safety sometimes.
G) Equipment not working properly & not timely respond by maintenance.
Me : These are some of the problems that I believe could reduce footprints hence revenue , bad experience , lower repeat business & leaving opportunity of ancillary revenue. Lets brainstorm some ideas how could fix these issues.
A) Clear digital chart in form of animated video , helping customers to understand benefits of each option & when to to use . Pros – Customers use more options , means more revenue per customer visit . Cons – Creating the content , Digital TV & maintenance.
B) Waiting issue :- Increase number of bays , Create a app for scheduling that provides code & time. Customers directly goes into car wash at scheduled time & fill in the code to get in line . Walk-in customers has separate queue but could enter the bay if no scheduled customer is expected. For one with waiting , create cloth sheds to avoid summer hot. Pros – Better Efficient Process & less wait times. This means better loyalty & experience. Cons . Capital investment & might increase prices . So need to very verify whether target customer willing to pay for that.
C) Family gets bored either in car or outside the car. Create a waiting room. Set up Vending machines . Pros : additional revenue sources , better Experience . Cons – Cost intensive & will increase prices for car wash.
D) Credit Card payment , Pay by App & input Code etc. – Pros : Customer Experience. Cons – Increase Cost.
E) From Operation Perspective – Make the navigational square metal frame on celing . This will make sure pipe will not interfere with car . Same equipment for soap & water based on option selected but provide separate free hand brush . Pros : Significantly easy to do self car wash. Reduces cost .
F ) Dirty & Slipper Floor – Automatic cleaning of floor every 4-5 car washes along with Dryer. Strict Penalities for any car fixes , Oil changes etc. enforced by cameras & License Plate sensors.
Me : Finalize I will prioritize the features & Recommend to implement A , B , C.