Road Side Assistance — Jake Smith's Portfolio

Problem

We rely on our cars and when they break down it is a stressful situation. How can an app requesting roadside assistance help users get the help they?

Key Consideration

Remembering empathy for the driver during their stressful situation.
Providing transparent feedback to help the driver know what is going to happen and when.
Creating an interface that could be used while distracted since drives are often juggling multiple tasks when their car breaks down.

Background

The project started with an existing application to help drivers call for roadside assistance. However, the challenge was to integrate new features and partnerships into the application without adding unnecessary obstacles. One example was a feature that would help you request a Lyft ride after you have sent for your car to be towed so that you would not be stranded.

One of the foundational assets I created to help understand both the user and the problem was an OOUX map (Object-Oriented User Experience Map). This map helped establish the key aspects of the problem and led to us being able to understand how new features or partnerships may be integrated with the existing mobile app.

My Contributions

Worked closely with UX Researches to understand the users
Created multiple OOUX maps to understand complex application interactions
Assisted the UX development team to develop designs that meet the user’s needs