Roadside Assistance
Overview
How might we help users to find and request roadside assistance online? Was the top question we were asking ourselves as we worked on the Connect app.
The Connect App should enable users to find our PWA from a search engine and accurately locate nearby roadside assistance providers. After users request their service, a provider should contact the user and affirm they are on their way to get users back on the road in no time.
Role
UXR, conceptualization, visual design.
Team
1 UX Designer
5-6 Developers
Timeline
Dec 2019 - Jan 2021
Problem
Most users search for roadside assistance on a search engine.
Users wanted to talk to a human and were concerned with the time or provider arrival.
Users wanted visual reassurance that their provider was on their way.
Solution
I explored different user journeys, narrowed down a happy path and edge cases. These explorations and prototypes helped us view scenarios we hadn't considered before and prioritize development cycles.
Customer sessions tested our design exploration assumptions and helped us narrowed down the designs that would make it into hand-offs to development and made sure we had real user feedback into the work being delivered.
From research and ideation to UI/UX and implementation, I designed the connect app to empower users to find, request, track and rate roadside assistance services. The application was designed holistically, with branding, development, and marketing concerns met during the process.
Process
01.
Understand
02.
Research
03.
Analyze Data
04.
Design
05.
Test
Impact
Provide intuitive and seamless user experience for more than 28,000 active users in order to request roadside assistance services in Puerto Rico, Costa Rica and Panama.
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Asset Management Portal
Key Objective
Redesigning how users manage their leased assets.
Process
1. Understand user needs & findings:
We have more than 300,000 global users who need to manage their leased assets through one unified portal.
2. Explorations / Prototype:
I explored different user journeys, narrowed down a happy path for each customer segment and edge cases. These explorations and prototypes helped us view scenarios we hadn't considered before and prioritize development cycles.
3. Materialize:
Customer sessions tested our design exploration assumptions and helped us narrowed down the designs that would make it into hand-offs to development and made sure we had real user feedback into the work being delivered.
Solution
We designed the Asset Management Portal to empower users to see an overview of their asset portfolio, be able to request buyouts, returns and or request renewals. Users can now also manage invoices, contracts and assets all in one portal along with the ability to submit case request to our internal agents for any outstanding support they may need. The application was designed holistically, with business, development, and product lifecycle sustainability in mind.
Individual Contrubutions
Business, Design and Dev Workshops
Stakeholder Management
Asset, Contract and Invoices tables
Support flow
User Research
Remote tests with mocks, prototypes, pre-release versions.
Problem:
Users cannot manage their leased assets autonomously, they rely heavily on company reps to assist them on a weekly basis to do basic tasks such as requesting buyout quotes, return assets, renew leases, submit support request tickets, create asset reports, verify invoicing statuses, amongst other tasks which users could do themselves via a self-service model.
Challenge:
How might we help a variety of users manage their leased assets plus empower them to acquire the latest innovative technology that Dell has to offer? How do we help users stay informed on their leasing portfolio and make data driven decisions related to their assets through an intuitive portal?
