Digitising Roadside Assistance – An Uber-Inspired Solution for Towing
My role:
UI/UX Designer & Project Manager | Consultant via Axakon
Period:
2018–2020
Assistansbolaget was founded in 2015 and is now the market leader in roadside assistance insurance, with over 300,000 customers in Sweden.
Between 2018 and 2020, I worked as a consultant in the role of Project Manager & UI/UX Designer, focusing on developing a new digital product that could revolutionise the towing process. The project was known as Project GAT.
Mobile Service | Platform
Web | Mobile | Tablet
B2C | B2B
Assistansbolaget
Challenge
Assistansbolaget aimed to digitalise the towing industry by creating a solution inspired by Uber – but for roadside assistance. Previously, customers in need of towing had no insight into the price, waiting time, or which garage their vehicle would be transported to. This led to uncertainty and a fragmented customer experience.
The goal of the project was, therefore, to develop a modern platform capable of providing real-time information on cost, waiting time, the tow truck's location, and the final destination. The challenge lay in constructing three different but interconnected systems – a customer app, a tow truck app, and an administrative system – which together would make the towing process transparent, efficient, and user-friendly.
My Role & Work Process
Design of three systems:
Mobile and web app for customers – to request towing services and track progress in real-time.
Tablet app for towing operators – akin to the Uber driver's app, for receiving assignments and navigation.
Administrative system (desktop) – for an overview of active towing operators, ongoing cases, and logistics across Sweden.
Project Management
Led three separate development teams.
Responsible for follow-ups, estimation, sprint planning, and delivery to the client.
Ensured communication between the client, developers, and internal stakeholders.
UX & UI Design
Developed user flows for three different target groups (customer, towing operator, administrator).
Designed clear interfaces with a focus on simplicity, quick comprehension, and reliability in critical situations.
Created a cohesive visual language across all three systems.
Team
I worked in a hybrid team alongside product owners and stakeholders, where I led a total of four development teams comprising around ten people. The teams consisted of both front-end and back-end developers, native Android developers, and web developers, and together we managed three parallel projects: the admin panel, the tow truck driver's tablet app, and the customer app.
Solutions & Highlights
Customer App: Transparent and straightforward ordering with real-time tracking.
Towing App: Efficient management of tasks with clear navigation.
Admin System: Central overview for logistics and resource allocation.
Visual Consistency: A cohesive system that felt modern and professional.
Results & Effects
🚗 More transparency for customers – clear costs, waiting times, and destinations.
⚡ More efficient processes – smoother handling of assignments for the towing operators.
🌍 National overview – improved resource allocation through the admin system.
📱 Modern digital service – moving the towing industry into an app-based future.
Digitising Roadside Assistance – An Uber-Inspired Solution for Towing
My role:
UI/UX Designer & Project Manager | Consultant via Axakon
Period:
2018–2020
Assistansbolaget was founded in 2015 and is now the market leader in roadside assistance insurance, with over 300,000 customers in Sweden.
Between 2018 and 2020, I worked as a consultant in the role of Project Manager & UI/UX Designer, focusing on developing a new digital product that could revolutionise the towing process. The project was known as Project GAT.
Mobile Service | Platform
Web | Mobile | Tablet
B2C | B2B
Assistansbolaget
Challenge
Assistansbolaget aimed to digitalise the towing industry by creating a solution inspired by Uber – but for roadside assistance. Previously, customers in need of towing had no insight into the price, waiting time, or which garage their vehicle would be transported to. This led to uncertainty and a fragmented customer experience.
The goal of the project was, therefore, to develop a modern platform capable of providing real-time information on cost, waiting time, the tow truck's location, and the final destination. The challenge lay in constructing three different but interconnected systems – a customer app, a tow truck app, and an administrative system – which together would make the towing process transparent, efficient, and user-friendly.
My Role & Work Process
Design of three systems:
Mobile and web app for customers – to request towing services and track progress in real-time.
Tablet app for towing operators – akin to the Uber driver's app, for receiving assignments and navigation.
Administrative system (desktop) – for an overview of active towing operators, ongoing cases, and logistics across Sweden.
Project Management
Led three separate development teams.
Responsible for follow-ups, estimation, sprint planning, and delivery to the client.
Ensured communication between the client, developers, and internal stakeholders.
UX & UI Design
Developed user flows for three different target groups (customer, towing operator, administrator).
Designed clear interfaces with a focus on simplicity, quick comprehension, and reliability in critical situations.
Created a cohesive visual language across all three systems.
Team
I worked in a hybrid team alongside product owners and stakeholders, where I led a total of four development teams comprising around ten people. The teams consisted of both front-end and back-end developers, native Android developers, and web developers, and together we managed three parallel projects: the admin panel, the tow truck driver's tablet app, and the customer app.
Solutions & Highlights
Customer App: Transparent and straightforward ordering with real-time tracking.
Towing App: Efficient management of tasks with clear navigation.
Admin System: Central overview for logistics and resource allocation.
Visual Consistency: A cohesive system that felt modern and professional.
Results & Effects
🚗 More transparency for customers – clear costs, waiting times, and destinations.
⚡ More efficient processes – smoother handling of assignments for the towing operators.
🌍 National overview – improved resource allocation through the admin system.
📱 Modern digital service – moving the towing industry into an app-based future.
Digitising Roadside Assistance – An Uber-Inspired Solution for Towing
My role:
UI/UX Designer & Project Manager | Consultant via Axakon
Period:
2018–2020
Assistansbolaget was founded in 2015 and is now the market leader in roadside assistance insurance, with over 300,000 customers in Sweden.
Between 2018 and 2020, I worked as a consultant in the role of Project Manager & UI/UX Designer, focusing on developing a new digital product that could revolutionise the towing process. The project was known as Project GAT.
Mobile Service | Platform
Web | Mobile | Tablet
B2C | B2B
Assistansbolaget
Challenge
Assistansbolaget aimed to digitalise the towing industry by creating a solution inspired by Uber – but for roadside assistance. Previously, customers in need of towing had no insight into the price, waiting time, or which garage their vehicle would be transported to. This led to uncertainty and a fragmented customer experience.
The goal of the project was, therefore, to develop a modern platform capable of providing real-time information on cost, waiting time, the tow truck's location, and the final destination. The challenge lay in constructing three different but interconnected systems – a customer app, a tow truck app, and an administrative system – which together would make the towing process transparent, efficient, and user-friendly.
My Role & Work Process
Design of three systems:
Mobile and web app for customers – to request towing services and track progress in real-time.
Tablet app for towing operators – akin to the Uber driver's app, for receiving assignments and navigation.
Administrative system (desktop) – for an overview of active towing operators, ongoing cases, and logistics across Sweden.
Project Management
Led three separate development teams.
Responsible for follow-ups, estimation, sprint planning, and delivery to the client.
Ensured communication between the client, developers, and internal stakeholders.
UX & UI Design
Developed user flows for three different target groups (customer, towing operator, administrator).
Designed clear interfaces with a focus on simplicity, quick comprehension, and reliability in critical situations.
Created a cohesive visual language across all three systems.
Team
I worked in a hybrid team alongside product owners and stakeholders, where I led a total of four development teams comprising around ten people. The teams consisted of both front-end and back-end developers, native Android developers, and web developers, and together we managed three parallel projects: the admin panel, the tow truck driver's tablet app, and the customer app.
Solutions & Highlights
Customer App: Transparent and straightforward ordering with real-time tracking.
Towing App: Efficient management of tasks with clear navigation.
Admin System: Central overview for logistics and resource allocation.
Visual Consistency: A cohesive system that felt modern and professional.
Results & Effects
🚗 More transparency for customers – clear costs, waiting times, and destinations.
⚡ More efficient processes – smoother handling of assignments for the towing operators.
🌍 National overview – improved resource allocation through the admin system.
📱 Modern digital service – moving the towing industry into an app-based future.