Reimagining Roadside Assistance
A unified RSA experience bringing clarity, visibility, and trust across customers, technicians, and administrators.
5 user groups
5 user groups
7 cities
7 cities
ICE + EV
ICE + EV
End-to-end ecosystem
End-to-end ecosystem
Breakdowns amplified by fragmented systems and poor visibility
Vehicle Breakdown
User needs help
Mobile App
Isolated system
Manual Follow-ups
Call Center
Manual logging
Lost Context
Dealer
Separate workflow
Repeated Calls
No Visibility - User Anxiety Peaks
Where is help?
How long to wait?
What's happening?
Our Role
Building a unified RSA experience at scale
User research & insight synthesis
Understanding the needs of customers, technicians, and operations teams
Journey design across roles
Coordinated experiences across connected touchpoints
End-to-end RSA experience strategy
Holistic service and system design
UX and visual direction
Modular, scalable platform design
A reassurance-first RSA model
Visibility
Request confirmation | Technician details | ETA & status
Request confirmation | Technician details | ETA & statusSupport
App + call feasibility | Clear next steps | Escalation steps
App + call feasibility | Clear next steps | Escalation stepsControl
EV & ICE readiness | Human fallback | Extended assistance
EV & ICE readiness | Human fallback | Extended assistance
From breakdown to resolution — clearly mapped
01. Breakdown
An unexpected failure leaves the customer stranded and seeking immediate help.
02. Request raised
The request is captured through app or call, with instant acknowledgement and next steps.
03. Help assigned
A technician is assigned with clear credentials, location, and estimated arrival time.
04. On-ground
Real-time location updates and status changes keep the customer informed as help arrives.
05. Resolution
The issue is resolved, the job is closed, and the journey ends with clarity and confidence.
One system. Multiple experiences.
CUSTOMER FACING APP
Clear post-request visibility
Live tracking, technician details, and real-time ETAs all in one place.
TECHNICIAN FACING APP
Built for faster on-ground resolution
Pre-filled job context, real-time updates, and clear status changes.
ADMIN DESKTOP APP
Operational control in real time
Centralised visibility, live tracking, and role-based controls.
Our Impact
From fragmented support to confident assistance
Uncertainty gave way to clarity
Real-time visibility replaced guesswork at every stage of the journey.
Coordination became seamless
A single shared system aligned customers, technicians, and operations teams.
The platform became future-ready
Built to support EV breakdowns and scale with evolving mobility needs.
