Reimagining AAA’s digital roadside experience for millions of members
AAA engaged Algoworks to modernize its Emergency Roadside Service (ERS) digital request experience. Members needed a simple, reliable way to ask for help in stressful moments without login hurdles, location issues, or uncertainty about what would happen next. We redesigned the experience to deliver speed, clarity, and trust when it matters most.
Creating a consistent, trusted digital experience across a high-stakes member journey
AAA’s digital roadside request flow faced persistent challenges: low awareness of digital options, significant login friction, geolocation problems, unclear confirmation steps, and limited visibility into ETAs. Even digitally fluent members often abandoned the process and reverted to calling an agent, especially when they felt rushed or unsafe.
With millions of roadside events each year, AAA needed a reliable solution that reduced cognitive load, reassured members throughout the experience, and strengthened confidence in digital self-service. The goal was to streamline the request process, reduce call-center demand, and create a modern, unified experience across clubs and platforms.
Addressing the real-world conditions of a roadside breakdown
We studied how members actually move through these moments and shaped a streamlined flow that reduces cognitive load and keeps essential information clear in any condition—bright sun, low light, or bad weather. Every interaction was crafted to steady the experience and minimize second-guessing.
Ongoing testing with members helped us refine the details and ensure the interface aligned with real behaviors and expectations. The result is an intuitive and reassuring path through a naturally stressful situation.
A mobile-first experience that replaces uncertainty with confidence
We redesigned the service request experience from the ground up. Authentication was strengthened to reduce friction, geolocation accuracy improved, and vehicle and problem identification made more intuitive. Request confirmation and status updates clearly show what stage the member is in and what happens next.
Every part of the flow supports quick action and eliminates confusion. From initiation to real-time tracking, the interface now delivers a smooth, self-service experience that lets members request support without needing to call.
The new mobile-first foundation also creates consistency across AAA’s multi-club ecosystem, enabling faster iteration, ongoing enhancements, and a unified digital brand.
Sustained impact through strategic design
The redesigned journey improves member confidence and digital adoption by removing friction and increasing transparency during wait times. AAA now benefits from fewer support calls, faster request completion, and a more modern, trustworthy experience across its digital channels.
This work gives AAA a strong and scalable foundation for future enhancements, helping ensure exceptional roadside support for years to come.
