Product Design / Automotive TechnologyProduct Design Case Study

Mobile Mechanic App

Mobile Mechanic is a product design project that reimagines roadside assistance through a user-centered mobile experience. The platform enables drivers to report vehicle issues, receive AI-guided recommendations, connect with verified mechanics, track arrivals in real time, and complete payments seamlessly. The solution focuses on reducing friction, building trust, and improving decision-making during high-stress breakdown scenarios.

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Role

Product Designer

Timeline

12 Weeks

Platform

Mobile App (iOS and Android)

Tools

FigmaFigJamPhotoshopSanityVercel

Strategy

Framing the right problem

A strong product case study starts by making the business problem, user problem, and design direction clear.

Problem

Vehicle breakdowns are stressful, time-sensitive situations where drivers often struggle to quickly access trusted roadside assistance. Existing solutions can be fragmented, requiring users to search for mechanics manually, explain technical issues without expertise, and wait without clear visibility of arrival times or costs. This lack of transparency creates uncertainty, delays decision-making, and reduces trust in the service experience. For many users, the process of finding help becomes almost as frustrating as the breakdown itself.

Goal

Design a fast, intuitive, and trustworthy mobile experience that helps drivers access roadside assistance with confidence. The solution needed to: • Reduce the time required to request help • Simplify the process of reporting vehicle issues • Improve trust through verified mechanic profiles and transparent pricing • Reduce anxiety through real-time tracking and status updates • Create a seamless end-to-end experience from breakdown to payment

Design Challenge

How might we help drivers quickly and confidently access trusted roadside assistance during vehicle breakdowns by reducing uncertainty, improving transparency, and simplifying the journey from issue reporting to repair completion?

Target Users

Everyday DriversCommercial Drivers (Uber, Bolt, Taxi)Independent MechanicsFleet Operators

Research

Insights that shaped the product

Methods

Competitor AnalysisUser Journey MappingPersona DevelopmentHeuristic EvaluationTask Flow Analysis

Users prioritise speed over complexity

During a vehicle breakdown, users want immediate assistance and are unlikely to engage with lengthy forms or complex processes.

Trust drives mechanic selection

Users rely heavily on reviews, ratings, experience, and verification badges when deciding which mechanic to book.

Uncertainty increases stress

Not knowing arrival times, repair costs, or service progress creates anxiety and reduces confidence in the experience.

Many drivers struggle to explain vehicle issues

Users often lack technical knowledge and find it difficult to accurately describe mechanical problems.

Real-time visibility improves confidence

Live tracking and proactive status updates help users feel informed and in control throughout the service journey.

Process

From journey mapping to interface system

Solution

The final product experience

Mobile Mechanic reimagines roadside assistance by combining AI-powered issue diagnosis, mechanic matching, real-time tracking, and transparent payments into a single mobile experience. The solution was designed to reduce stress, improve trust, and help drivers receive assistance faster during breakdown situations.

Feature 01

AI Diagnosis Assistant

Helps drivers identify possible vehicle issues and communicate problems more accurately.

Feature 02

Smart Mechanic Matching

Connects users with verified mechanics based on location, ratings, expertise, and availability.

Feature 03

Real-Time Tracking

Provides live updates and estimated arrival times to reduce uncertainty.

Feature 04

Transparent Pricing

Displays service estimates before booking to help users make informed decisions.

Feature 05

Secure Payments

Supports digital payments and cash options for a seamless transaction experience.

Feature 06

Reviews & Ratings

Builds trust through verified customer feedback and mechanic performance scores.

Final Screen

Onboarding Flow

Onboarding Experience The onboarding experience was designed to help drivers quickly understand the value of the Mobile Mechanic platform and access roadside assistance with minimal friction during vehicle breakdowns. Recognising that users are often under stress when seeking emergency support, the flow prioritises clarity, speed, and confidence at every step. Through a concise five-step journey, users are introduced to the platform's core capabilities, including AI-powered vehicle diagnosis, real-time mechanic tracking, and trusted roadside assistance. The experience also requests essential permissions, such as location access, to enable accurate mechanic matching and faster response times. Flexible sign-up options, including Apple, Google, and Guest access, further reduce barriers to entry and allow users to request assistance without unnecessary delays. By progressively revealing information and focusing on the most critical actions, the onboarding process minimises cognitive load, builds trust, and sets clear expectations for the service experience ahead. Key Objectives: 1. Introduce the value of on-demand roadside assistance. 2. Educate users about AI-powered vehicle diagnosis. 3. Secure location permissions for accurate mechanic matching. 4. Demonstrate real-time tracking and service transparency. 5. Enable fast sign-up through Apple, Google, or Guest access. 6. Build user confidence through clear communication and trust signals. Outcome The final solution delivers a frictionless five-step onboarding journey that enables users to understand the service, grant essential permissions, and request roadside assistance with confidence in under one minute.

Final Screen

Home Dashboard

The Home Dashboard serves as the central hub of the Mobile Mechanic experience, providing users with quick access to roadside assistance services, recent bookings, and real-time support options. The screen was designed to prioritise speed and clarity, allowing drivers to initiate assistance requests within seconds during stressful breakdown situations.

Final Screen

Issue reporting

The Issue Reporting flow helps users quickly communicate vehicle problems without requiring technical expertise. Through guided selections and intuitive categorisation, drivers can accurately report issues such as battery failure, flat tyres, engine problems, or towing requests, enabling faster diagnosis and more efficient service matching.

Final Screen

AI Diagnosis

The AI Diagnosis feature assists users in identifying potential vehicle issues by analysing symptoms provided through structured inputs. Designed to reduce uncertainty and improve communication, the tool generates likely causes, recommended actions, and mechanic requirements, helping users make informed decisions before booking assistance.

Final Screen

Mechanic Matching

The Mechanic Profile screen provides detailed information about each service provider, including experience, certifications, customer ratings, completed jobs, and service specialisations. This transparency helps users evaluate credibility and select mechanics they can trust during high-stress roadside situations.

Final Screen

Mechanic Profile

Final Screen

Live Tracking

The Live Tracking experience provides real-time visibility into mechanic arrival status, estimated arrival times, and service progress. Inspired by modern ride-hailing applications, the feature was designed to reduce anxiety, improve transparency, and keep users informed throughout the assistance journey.

Final Screen

Repair Completed

The Repair Completed screen confirms successful service delivery and provides users with a clear summary of completed repairs, mechanic notes, service duration, and vehicle status. This screen reinforces trust by ensuring users understand the work performed before proceeding to payment.

Final Screen

Payment

The Payment experience offers a secure and transparent checkout process, displaying detailed cost breakdowns, service charges, and multiple payment options. The design aims to eliminate pricing uncertainty while providing a seamless transaction experience through card payments, mobile money, and digital payment methods.

Final Screen

Review & Rating

The Review & Rating feature enables users to provide feedback on their service experience, helping maintain quality standards across the platform. By capturing ratings, comments, and service attributes, the system promotes accountability, strengthens trust, and supports continuous improvement for both mechanics and the platform.

Impact

Outcome, learnings and next steps

Faster Response Times

Expected Outcome

Reduce the time required for users to find and book roadside assistance.

Improved Trust

Expected Outcome

Increase confidence in mechanic selection through verification, ratings, and reviews.

Reduced User Friction

Expected Outcome

Simplify issue reporting and booking with AI-guided assistance.

Greater Service Transparency

Expected Outcome

Provide clear visibility into pricing, arrival times, and repair progress.

Outcome

The final concept introduced an AI-assisted roadside assistance platform that simplifies the entire support journey. Key improvements included: • AI-guided issue diagnosis to help users describe problems more accurately • Verified mechanic profiles to improve trust and transparency • Real-time tracking to provide visibility into mechanic arrival • Streamlined booking and payment flows to reduce friction • Clear service states and notifications to keep users informed The redesigned experience transformed a stressful roadside scenario into a guided, predictable journey centred around speed, trust, and clarity.

Key Learnings

This project reinforced the importance of designing for users under stress. Rather than focusing solely on aesthetics, the most valuable design decisions came from reducing cognitive load, improving transparency, and helping users make confident decisions quickly. I also learned that trust-building mechanisms such as reviews, live tracking, verified profiles, and transparent pricing often have a greater impact on user experience than additional features. Most importantly, the project highlighted how AI can be used responsibly to simplify complex interactions without overwhelming users, creating a more supportive and human-centred experience.

Additional Case Study Detail

Supporting screens and artefacts

Hero

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