Roadside Assistance App


RACQ provides 1.3 Million members with roadside assistance across Australia.

Their call centre was overwhelmed by incoming phone calls due to poor experience on the existing app; an overhaul of the experience was due. 


Senior UX Designer

User Research, Visual Design, Ideation, Wireframing, Prototyping & Usability Testing


Provide members with a seamless mobile experience to reduce the volume of incoming phone calls at RACQ call centres.


Overhaul the existing mobile app to simplify the members’ experience and provide them with a highly personalised journey based on their location. As part of the solution, we highlighted the need for a straight-forward login method and transparent communication to set expectations clearly.


My design process typically includes the following activities on any given project

Stakeholder/User Interviews – Requirements Gathering – Competitive Research –  Ideation Sessions – Sketching – Task Flow – User Flow – Wireframing – Prototyping – Usability Testing


We began with a kick-off workshop to identify the main goals, business and user needs, and defined roles and responsibilities for the project.

As part of the discovery phase, we interviewed existing members to highlight the pain points in the current journey.

We listened in on contact centre phone calls to empathise with members and engaged with patrols to uncover more insights.


Member journey

Working closely with the business analyst, we drew out the new member journey.

We held multiple walkthrough sessions with the developers, solution analyst, testers, product owner to ensure everyone was on board with the experience, flow, features and user requirements and made adjustments iteratively.


Once we all agreed on the journey sketches, I translated these into clickable prototypes using Adobe XD.

After making multiple changes to the designs, we were ready to test these with members.


Due to time and budget constraints, arranging an official testing session was a challenge. Still, we managed to guerilla test the prototype with a small number of people.

We received positive feedback, and the designs only required minor changes.


UI Design

After testing, the designs were completed using Adobe XD and delivered to the developers with Zeplin.


This app was released successfully on App Store and Google Play. Members requested their roadside patrol successfully with ease. We saw a significant increase in usage through the app and the contact centres inbound calls were significantly reduced.