Fixing Breakdown Ops
B2B SaaS
Case Mgt
Fleet Dispatch
Roadside Assist
My Role
Sole client facing, principal designer for Rapid products & ecosystem | Perm via agency | Remote | Sydney, Australia
Sole client facing, principal designer for Rapid products & ecosystem | Perm via agency | Remote | Sydney, Australia
Sole client facing, principal designer for Rapid products & ecosystem | Perm via agency | Remote | Sydney, Australia
My Impact
My Impact
+18% job completion rate ✅
-165s travel time time per job 🛻
-$6.6m cost savings per year 💰
+241 reusable components 🧩
+18% job completion rate ✅
-165s travel time time per job 🛻
-$6.6m cost savings per year 💰
+241 reusable components 🧩
Scroll to explore
The Situation
The Situation
The Situation
Australia's largest roadside 🚧breakdown assistance 🚒organisation
Australia's largest roadside 🚧breakdown assistance 🚒organisation
Australia's largest roadside 🚧breakdown assistance 🚒organisation
cases created
per day
active
members
turnover
per year
cases created
per day
active
members
turnover
per year
cases created
per day
active
members
turnover
per year
Focused on base ecosystem 🌿 and 2 main operational applications 🚛 for MVP
Focused on base ecosystem 🌿 and 2 main operational applications 🚛 for MVP
Focused on base ecosystem 🌿 and 2 main operational applications 🚛 for MVP
The Target
The Target
The Target
The Conflict
The Conflict
The Conflict
Expensive reactive rostering of service providers
20 years of Frankenstein design updates
Rigid business rules
Overwhelming UI
Expensive reactive rostering of service providers
20 years of Frankenstein design updates
Rigid business rules
Overwhelming UI
Expensive reactive rostering of service providers
20 years of Frankenstein design updates
Rigid business rules
Overwhelming UI
The Work I Did
The Work I Did
The Work I Did
After designing animated pitch prototypes to secure the project, I needed to understand the end-to-end lifecycle of a job. How they are created, assigned, complete and what hurdles are encountered by all users involved
I personally facilitated:
—14 moderated user contextual enquiries
—12 initial stakeholder workshops + 10 followup sessions
—5 SME discovery workshops
—8 Information Immersion 🧽 workshops
—Synthesised findings
—12 Co-creation sessions
—6 technical review workshops
—Mapped 73 flows to match current system features
—Designed 241 resusable components
—Designed 1 digital brand
—Designed 10 micro-animations
After designing animated pitch prototypes to secure the project, I needed to understand the end-to-end lifecycle of a job. How they are created, assigned, complete and what hurdles are encountered by all users involved
I personally facilitated:
—14 moderated user contextual enquiries
—12 initial stakeholder workshops + 10 followup sessions
—5 SME discovery workshops
—8 Information Immersion 🧽 workshops
—Synthesised findings
—12 Co-creation sessions
—6 technical review workshops
—Mapped 73 flows to match current system features
—Designed 241 resusable components
—Designed 1 digital brand
—Designed 10 micro-animations
After designing animated pitch prototypes to secure the project, I needed to understand the end-to-end lifecycle of a job. How they are created, assigned, complete and what hurdles are encountered by all users involved
I personally facilitated:
—14 moderated user contextual enquiries
—12 initial stakeholder workshops + 10 followup sessions
—5 SME discovery workshops
—8 Information Immersion 🧽 workshops
—Synthesised findings
—12 Co-creation sessions
—6 technical review workshops
—Mapped 73 flows to match current system features
—Designed 241 resusable components
—Designed 1 digital brand
—Designed 10 micro-animations
Process under NDA 🔒
🔒 NDA 🔒
Process under NDA 🔒
Process under NDA 🔒
One thing I can show is my work creating the digital brand style guide, including logo and illustration study…
One thing I can show is my work creating the digital brand style guide, including logo and illustration study…
Open Figma Board
Open Canvas
Open Figma Board
The Result
The Result
The Result
🎯 Increase job completion rate from 72% to 80%
🎯 Increase job completions from 72% to 80%
🎯 Increase job completions from 72% to 80%
Reduced service provider travel
seconds per job
service provider travel time
seconds per job
service provider travel time
seconds per job
🎯 Save $2m per year
cost savings per year
🎯 Save $2m per year
cost savings per year
🎯 Save $2m per year
cost savings per year
Established digital brand and design system including
reusable components
Established digital brand and design system including
reusable components
Established digital brand and design system including
reusable components
Established AI Strategy
Established AI Strategy
Established AI Strategy
Let's here it from them…
Let's here it from them…
Let's here it from them…
“
“
A work of art!! well done team. Nothing but positive feedback coming from the client. Awesome work!
🧑🚀
Founder/COO
Agency Side
“
“
Oh my God, I love this.
🤷♂️
User
During Testing
“
“
The designs were really great!
🤴
CEO
Client
“
“
[Ryan’s prototype] was met with gasps... I ended up having to take a bow at the end of the demo!
👨💼
Business Owner
While Presenting
“
“
Shout out to @Ryan for running this awesome design meeting 💥 [client is] loving your concepts, well done!
🧝♀️
Product Owner
@ handover
“
A work of art!! well done team. Nothing but positive feedback coming from the client. Awesome work!
🧑🚀
Founder/COO
Agency Side
“
Oh my God, I love this.
🤷♂️
User
During Testing
“
Shout out to @Ryan for running this awesome design meeting 💥 [client is] loving your concepts, well done!
🧝♀️
Product Owner
@ handover
“
[Ryan’s prototype] was met with gasps... I ended up having to take a bow at the end of the demo!
👨💼
Business Owner
While Presenting
“
The designs were really great!
🤴
CEO
Client
“
A work of art!! well done team. Nothing but positive feedback coming from the client. Awesome work!
🧑🚀
Founder/COO
Agency Side
“
Oh my God, I love this.
🤷♂️
User
During Testing
“
Shout out to @Ryan for running this awesome design meeting 💥 [client is] loving your concepts, well done!
🧝♀️
Product Owner
@ handover
“
[Ryan’s prototype] was met with gasps... I ended up having to take a bow at the end of the demo!
👨💼
Business Owner
While Presenting
“
The designs were really great!
🤴
CEO
Client
Get in touch
Let me know if you would like to have a chat
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Get in touch
Let me know if you would like to have a chat
Get in touch
Let me know if you would like to have a chat