RACV Emergency System - euamoeso.com

CLIENT

RACV

iOS Mobile application

racv.com.au

PROJECT SKILLS

UX Interface Concept

UI Design & Layout

Brand Identity

The Project

The goal was to create a new mobile experience to manage common home emergency trade services while establishing a visual brand identity for the product. The solution would enable RACV plumbers, electricians, and locksmiths to access, accept, locate, and resolve tasks efficiently. Similarly, the RACV operations team would use the system to manage, request, cancel, and monitor these tasks through a unified interface.

My Role

As a Product Experience Designer, I led the initial UX and UI design, working closely with the client and the UX Lead on-site to ensure alignment with the business objectives. My responsibilities included creating a comprehensive design system, UX architecture, UI, and branding elements for the iOS mobile application and dashboard platform.

The Process

The process began by joining RACV tradespeople during real emergency tasks to understand their workflows. Through observations, workshops, and interviews, we gained valuable insights into the current system and identified the core features needed for the new application.

After validating these findings with the project manager and UX director, and reviewing the client-provided materials, I mapped out the site’s architecture. In weekly cycles, we collaborated closely to develop solutions, gather feedback from end-users, and iteratively improve the product.

The primary objective was to simplify the emergency management experience, structuring it into a few clear steps that allow users to navigate the process quickly and efficiently. Additionally, designing the visual environment of the application was crucial. I chose a UI approach that balanced data collection needs with technological requirements, ensuring an intuitive user experience.

Outcome

I transformed the application’s look and feel into a contemporary user interface, significantly enhancing the overall user experience. My main focus was to turn a complex product into a seamless, intuitive experience. The RACV Emergency iOS mobile app and web dashboard became robust tools for both internal and external users and are now widely used by RACV tradespeople throughout Melbourne.