Roadside Assistance
2025
Sr.Experience Designer
Shipped
Verizon
iOS/Android mobile
Role: Sr. Experience Designer
Duration: August 2024 - June 2025
Team: Remus-Driving & Safety
Eliminating $1M+ in annual losses while creating a unified safety ecosystem
Challenge
Fragmented & Costly experience
Verizon's roadside assistance existed as a standalone app. that allowed anyone to request services using a subscriberr phone number, resulting. in $1M+ annual losses from service abuse and poor user experience across disconnected safety platforms.
& Solution
Integrated Family Safety Ecosystem
I led the strategic integration of Roadside Assistance into Verizon Family, creating family-centered workflows , and unified safety experiences that would eliminate feature misuse while improving usability.
Background
Intuit's Expert Community platform serves as the social space for TurboTax Live experts and QuickBooks Live experts to connect, share announcements, and access role-specific information. However, instead of feeling like a warm, welcoming coffee shop where people naturally gather and connect, it felt more like separate office buildings with no common areas.
This is the existing homepage view for tax experts
once they sign into the community platform
After logging in, multi-domain tax experts can switch
between domains via the tab in the top right corner of the screen
Analyzing the current expert community space (or lack thereof).
I chose to start the project by analyzing their current expert community platform experience but quickly learned that it was almost nonexistent! The current experience acts as a portal for TurboTax Live and QuickBooks Live experts to sign into their respective communities.
But there are no existing points to merge the communities.
Problem
Separate Silos, Not a Shared Space
Imagine if Starbucks had separate buildings for different types of customers with no way to interact. That's exactly what was happening here. There were no shared spaces, no community feeling.
I conducted research with TurboTax Live experts and QuickBooks experts to understand what they value when interacting with the current community platform. We conducted Expert Roundtable sessions virtually in collaboration with the research and communications team, as well as released a survey to collect data from each expert type.
We also collected data on what they'd like the new community to feel like and how
they felt about their current community.
Focus areas
ARCHITECTING A MORE ENGAGED SPACE
I set up an extensive 2-hour brainstorming session to break down "How Might We" statements and construct an affinity diagram of our findings. A feasibility matrix was used to determine features with the highest feasibility and impact.
THE 4 MAIN COMMUNITY PAGES
After analyzing the research findings and exploring solutions, I ultimately focused on designing 4 main pages of the Expert Community Platform considering the need for community extended beyond just the homepage.
I had to take into consideration the varying types of information needed for each domain expert to know as well as the information that would be applicable to both domains.
Main page 1: Homepage/activity feed
Initially, the homepage showed 2 log-in buttons for each tax domain expert. Now it shows a robust space of connection points for tax experts to engage with one another and the company.
Main page 2: Discussion Page
A discussion page with topic groups, open forums , and trending discussions for the tax experts to engage in.
Main page 3: Featured Articles Page
The featured articles page showcases articles posted by company admin available for all tax professionals.
Main page 4: Groups Page
Provides different groups for professionals to join that allow them to connect with other professionals with similar interests.
Other community themes
THEME BASED FEATURES THAT WERE INCLUDED IN THE HOMEPAGE
Taking the feature ideas with the highest impact and highest feasibility, I was able to identify the following themes that were later incorporated into the main sections of the homepage
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Reflection
This project was full of firsts, and I learned so much.
The most challenging part about this project was leading the entire design process on a non-design team. I was in charge of multiple design projects, so I had to work on my time management and communication skills to best utilize my resources within the short deadline.
If I had more time, I would conduct another round of user testing to influence second round of iterations and high-fidelity mockups to see how experts interact with the new homepage design.