Urgent.ly

To take their mission of providing immediate roadside assistance to the next level, we explored opportunities within the application to engage customers through location specific content.

Story

Urgent.ly’s Roadside as a Service, the only global digital roadside assistance platform, continues to reimagine the roadside assistance industry to the benefit of global brands, roadside assistance professionals, and consumers. It already experienced success throughout North America, Europe and Asia, however sought a way to improve customer experience by testing new content in the cities covered by the Urgent.ly app in the United States.

Solution

To improve upon the relative needs of the application users, we helped diagnose the current customer experience and explore market insights of how to expand the service provided by Urgent.ly. We found that what drivers need most is useful information about the areas of which they are driving, as well as useful tips on how to avoid accidents. Highway specifics, traffic congestion details and even tourist highlights are now easily accessible on the application.

Results

Our work led to the creation of an additional gateway for customer acquisition, increased user time on the application and positive feedback from the application users. The additional content added to the application was accessible on the mobile app and the website, allowing viewers to find the useful information for each city via search engines. Additional destination expert insights increased exposure online and spiked monthly customer acquisition. As for customer satisfaction, user feedback concluded that destination recommendations and traffic insights provided a more enjoyable experience while navigating cities within the application’s US coverage.