AA (The Automobile Association)
Streamlining the AA app from sign up to breakdown reporting

Role
Project Lead
Year
2018
Contribution
Impact
1. Reduced roadside assistance booking time by 66% (from 3min to <1min)
2. Increased app adoption significantly after clearer signup paths
3. Improved visibility of member perks and key information
The problem
The AA mobile app sign up experience was quickly abandoned by people that acquired memberships from third parties such as banks. The perks they offered weren't hardly redeemed. The breakdown bookings in the app were low which incurred in high call center costs.

Heuristic Evaluation & Workshop
We pointed the UI/UX flaws and Requirements in the sign up, perks and booking flows.

Ideation
Sketching flows for guided sign up, visible AA perks and quicker breakdown booking.

Testing
We selected the concepts winning concepts through A/B testing

Solution
1. Designed an onboarding and added tooltips
2. Incorporates a list of perks on the map view
3. Transformed a tree selection into a max of 2 selection




















