Good Hands Rescue Network
Tools Used: Sketch, Zeplin, InVision
Client: Allstate Insurance
Research Methods: Contextual Inquiry, Concept Testing, UMUX Survey, and Usability Testing
Role: Product Designer
Some Background
About GHRN’s users and the purpose of the app
50 states: GHRN is used by Allstate’s contract employees (called “Rescuers”) nationwide.
4 jobs: Rescuers helped customers with lockouts, jumpstarts, flat tires, and fuel deliveries.
2 platforms (iOS & Android): All users download the app after Allstate accepts them as a contract employee.
Beginning Designs
Our Users
A quick summary to understand who Rescuers were and how GHRN fit into their lives
Who: Most of our users were men who worked gig economy jobs or as auto mechanics
When: Rescuers tended to view GHRN as side work to make a little extra money
Why: Many Rescuers felt performing rescues was a way they could help people and have freedom in their schedules
“[Roadside Assistance is] something I’ve always liked doing, I like helping people out.”
Business Problem
One of the problems my business partners brought to our team was the amount of jobs missed or declined was resulting in longer wait times for customers and increased cost for the company.
First things first, a research review
I knew I wanted to schedule ride alongs to perform Contextual Inquiries with my users but first…
3. I combed through previous monthly survey data.
1. I reviewed previous interviews conducted by former Product Designers on the team.
2. I held meetings with subject matter experts to learn more about the Roadside Assistance space.
we used this data to form hypotheses about why users weren’t accepting jobs
#2 Rescuers are often driving and can’t spend much time looking at their phone
#4 Rescuers don’t have enough information to make an informed decision
#1 Users can’t read the job details on their devices because the font size is too small.
#3 Users aren’t using the map within the tool since they use WAZE, Google, or Apple maps for navigation.
Concept & Testing
I designed a concept and created an InVision prototype to take with me to my Contextual Inquiry sessions
Lots of questions about the Rescuers’ day-to-day work.
3 in-car ride alongs with Rescuers.
1 prototype to test assumptive design changes.
Surprise!
When I showed Rescuers the prototype, I heard things like “wait, where’s the map?” or “the map’s going to be here, though, right?”
Rescuers use outside navigation apps to get to the customers, but there is a need for the map within the tool...
Insights & Findings
In-App Map was Important
The map on the home screen helps Rescuers who do not have active rescues in their queue confirm that the app is working.
Sometimes Rescuers go 2-3 hours without a job, so seeing their dot moving around on the map helped them know nothing was frozen and their location is being tracked.
Maps are also used for context on location
In addition to the map on the home screen, Rescuers used outside navigation tools to check the location and distance between jobs in their queue or their current location. They try to do this all before the 2 minutes they have to accept the job are up.
Notes give even more context for the rescue needs
The addition of the disablement notes before accepting a rescue provides important information about the job (e.g., the car is in a parking garage where the Rescuer will need a code).
Outcome
Based on the insights from concept testing and findings from observing Rescuers do their work, I designed a solution to build.
#2 I kept the new active job layout to surface disablement notes and job details
#4 I added a pin on the map to show where the incoming job would be
#1 I added the map back to the home screen
#3 I added a drawer to show and hide the job details to be able to surface a map showing location details.
Solution We Built
Solution tied into the Business Problem
Business Problem
The amount of jobs missed or declined was resulting in longer wait times for customers and increased cost for the company.
Solution
Research and concepting helped me uncover an important workaround Rescuers were using to figure out if they could do the job before the 2 minutes to accept ran out.
Giving users this information minimized the need to spend time looking for details outside the app and provided more time to decide whether to accept an incoming job.