Vixa – From the AA

I'm currently leading the design for Vixa's web and app experience an app that helps drivers across the UK better understand the health of their car.

The app connects to the car via a plug-in device which reads the on board computer and checks thousands of sensors and reports back any faults or errors alerting the user through the app.

One of the most significant design challenges I've faced is bridging the gap between the in-person experience and the digital journey. Given that the product involves users subscribing, ordering, and setting up a device, we needed to address periods of downtime that could disrupt the user experience.

To tackle this, I focused on designing proactive solutions for moments when user behaviour is less predictable. By stress-testing designs early, I identified key opportunities to engage users through well-timed emails and app notifications. These automated communications not only remind users of tasks but also enhance the overall experience by aligning digital touch points with user behaviour patterns.

In my work with AA-x and Vixa, design has often been fast-paced and scrappy, which has sometimes impacted the quality of design and the depth of research and testing. To address this, I introduced the Double Diamond design process, a structured approach used by teams like ASOS, that emphasizes discovery, design, development, and iteration. Introducing this framework, helped create a shared understanding among the business and product teams of how design can be integrated effectively, enabling us to align quickly on priorities and direct our efforts.

This process facilitated a collaborative approach, enabling us to quickly identify key challenges, create the space for exploring creative solutions, and iterate based on user feedback, meaning we could deliver high-quality designs even under tight timelines.