Drivers will be able to report a vehicle breakdown online
thanks to new technology from the AA, which has won an award for its
user-centric design process - even before it has launched.
The new digital functionality, currently being developed by
the AA, won the User Experience UK’ (UXUK) award for Best Effect On Business
Goals - thanks to the improved experience it offers to both customers and
Once the service launches, customers will be able to visit
the AA’s website - www.theAA.com - on any
device at the roadside to request help and then track the patrol’s progress in
getting to them.
The process has been developed following extensive testing
with real users to develop an experience that is streamlined, accessible and as
driver-friendly as possible.
Currently, AA members can get help with their breakdown by
phone or via the AA app, which, like the new online process, uses GPS to
pinpoint their location and lets them choose from a list of faults, which helps
patrols deliver the best possible service.
James Frost, chief innovation officer at the AA, said:
“Reporting a breakdown online helps to improve the experience for our members,
saving them time and making our service even more accessible. Enabling members
to request help via digital channels as well as the telephone also helps our
emergency call operators to focus on the cases where a caller may be in danger.
“Delivering the best possible service to our members is
something we constantly strive to do, so we’re proud to have built an efficient
new breakdown reporting functionality that will reflect this, and which our
members will be able to use and trust as much as they do our patrols.”