User, Driver and Admin Flows
Redefining Roadside Assistance: A UX-Driven Approach to Booking Tow Trucks in Oman
Challenge
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Vehicle owners facing breakdowns often struggle to find reliable, fast, and stress-free roadside assistance.
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Currently, Oman does not accommodate any application resolving this issue.
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The process of finding a tow truck, comparing services, and tracking arrival times is often frustrating and time-consuming, especially in urgent situations.
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Admin management of drivers, bookings, and real-time tracking is inefficient in existing solutions.
Solution
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Designed an intelligent booking flow to streamline requesting a tow, including vehicle selection, towing type, and location input.
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Integrated live tracking and updates to keep users informed of their tow truck’s arrival.
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Created a driver-friendly dashboard to simplify trip management, earnings, and job history.
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Developed an admin panel for managing drivers, reviewing trip analytics, and ensuring service reliability.
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Implemented a visually engaging, user-centric UI with a focus on accessibility and clear call-to-actions.
My Role
Lead UX/UI Designer
Features
GPS Live Tracking
Admin Dashboard
Custom Illustrations
User and Driver Apps
User-friendly Seamless Flows
Tools
Figma
(Design & Prototyping)
Miro
(User Flows & Research)
Protopie
(Prototyping)
Notion
(Documentation & Collaboration)
Adobe Suite
(Custom Illustrations)
Timeline & Status
4 months
In development
Javlections
This was the first time I designed an app with three different users flows :'D
User Goals
and Impact.
Collaboration between Users and Drivers
The screens are designed to support seamless interactions between users and tow truck drivers. The flow ensures clear communication, real-time tracking, and a structured process from request to completion.
Instant bookings without admin approvals
Drivers have full control over accepting tow requests based on their availability
User Flow
Allows users to book a tow truck quickly, track progress, and complete payments effortlessly.
Driver Flow
Drivers receive, accept, and manage bookings in real time, ensuring flexibility and efficiency in handling tow requests.
Desk Research
Numbers and Impact.
Javlections
I created a branding guideline for the client and decided on the color schemes and custom illustrations using a client interest survey and brand identity research.
Increase in
Roadside Assistance
This market is projected to grow immensely, exhibiting a CAGR of 5.6%.
Seamless Rides, Effortless Decisions
Smart booking for Users
+ clear Trip Insights for Drivers ✨
Javlections
Javlections
I made sure to optimize design screens to minimize steps while also considering business needs - making sure the first launch is without overcomplicating development.
From Sign-up to Pick-up
Seamless Onboaring and guided Booking - all in a few Taps! ✨
Javlections
The client didn't have market research on tow truck drivers in Oman so i conducted thorough desk research and analyzed similar apps to create seamless flows
Your Tow, Your Terms!
Everything a Tow Truck Driver needs, all in one Place ✨
Some highlights from the driver flow
Javlections
I discovered that users often overlook reviews and comments, which isn’t ideal for a service-based app. To address this, I designed an engaging feedback flow to keep users interested.
Great Rides Deserve Great Reviews!
Feedback flow that doesn't Dissapoint ✨
Command Center: Keep Every Tow on Track!
Optimizing Tow Operations with Smart Management ✨
The admin screens were designed to give full visibility into drivers, customers, and ongoing trips. They allow admins to track live routes, approve drivers, monitor earnings, and analyze trip data through interactive charts. Designed for efficiency, ensuring smooth operations and faster decision-making.
Javflections
future steps
Optimizing App features through user research
Because of limited time from the client and needs, not a lot of user metrics could be tested but my plan is to definitely incorporate this once the first version is released by the client.
future steps
Introducing Loyalty & Incentive Programs
Driver retention is as important as user acquisition. A future idea is to include a rewards system for frequent drivers and users, to make sure our engagement grows with high service quality.
closing thoughts
Existing design systems are a huge asset
Reusing and customizing the material design library not only gave me the confidence on the components I designed but also allowed me the time to explore creative ways to make the app more unique using unique layouts and custom illustrations/patterns.
closing thoughts
Understanding user psychology makes all the difference
This app contains a very anxiety driven customer journey. I had to research and study other existing apps thoroughly to understand how any task could be done with the least number of steps and previous knowledge from users.
I'M GLAD YOU MADE IT! Thank you all for reaching here! I loved working on this project and put a lot of my heart and soul into this. I'd love to hear your feedback and learn more from fellow readers! :D Connect with me!
