Roadside assistance is one of Allianz Assistance’ critical lines of business, with the ever-developing automotive space Allianz needed to reinvent their offering to ensure the service was accurate to consumer needs.
Following a successful trial of a roadside assistance on-demand solution, RESQYOU, the judgment was made to develop this within the Allianz brand, as well as develop a multi-channel product to partners Allianz currently provides Roadside assistance to.
Other than a few new smaller players; the breakdown cover market is dominated by traditional suppliers such as car clubs RAC and the AA using processes that haven't changed in years; laborious processes, specifically at the time you need their help.
To compete, Allianz has to innovate to provide a more effective product to consumers that are competitive with the customer at the centre of the solution.
“Year on year, our cars are becoming more effective. A positive for the consumer, however, resulting in is less value in annual breakdown cover for customers.”
The product concept developed being a one-off payment for help when you need it, wherever you are. A pay on demand solution – the average driver uses their breakdown services once every five years, deeming an annual cover not-cost effective when a policy can cost £30+ a year.
‘Say goodbye to annual fees, membership cards and exhausting phone calls at the roadside. Only pay for the assistance you need, when you need it.
The team defined an MVP, a native app, and web app tailored to the UK market that could be integrated into current systems and operations within Allianz, namely RESQYOU. However, this time ensuring a human operator can be accessed throughout the requesting assistance customer experience when necessary, but removing the obligation for a human operator to be required at any point in the customer journey until a car technician arrives. Previously the job would be manually allocated to a resource but a necessity this time with the new evolution was for the assistance would be auto-allocated to a car technician.
Which could be multi-channel, being accessible from the web, digital app, voice and harnessing Augmented reality to allow users to open an app, scan a warning light on a vehicle providing information on the warning.
As this followed the RESQYOU project, we adjusted the RESQYOU interfaces that had been successful and spent time exploring ways we could make the minimum viable product experience easier or less stressful. Such as designing small additions integrating safety tips while waiting, a friendly animation and a tone of voice that was more reassuring and less corporate. If the breakdown is on a motorway, customers are contacted by an operator as a courtesy.
We made sure we were transparent with how long the assistance would be, estimated times, average times, and continuous updates for the user.
We observed it was reassuring when requesting an uber that we knew where the driver, their history, how long until they arrived and how much it was likely to cost. With all these being relatable to breaking down, yet with the added pressure of being at a users time of need, it's imperative to get the small details right.
We also designed the experience to allow human intervention or request human contact as any point in the journey to provide reassurance to the driver.
The ongoing intention to integrate the solution into every channel available to a driver and use this as a platform to reach new customers, upselling Telematics’ solutions and extend to an all-encompassing driving assistance application. From preventative assistances (telling you when something is wrong) to driving style and in the case of an incident, formulating a claim up front.
The ongoing intention to integrate the solution into every communication channel available to a driver. From in-car voice assistance using an Alexa skill within newer vehicles to providing augmented reality within a mobile app to allow a driver to self-assist; free of charge.
This proposal also includes providing telematics’ solutions and extend the MVP an all-encompassing driving assistance app.
From preventative assistances (telling you when something is wrong) to driving style and in the case of an incident, and capturing the issue at the time of accident based on the driving style using an integrated dash cam.
Even providing, push doctor style video chat with a technician initially, to receiving notifications in the car, so a mobile app isn't necessary.