Allstate Good Hands Rescue
Associate Director, UX · Manifest Digital
Tools: Axure, journey mapping, usability testing
Overview
Allstate Good Hands Rescue reimagined roadside assistance as a fully digital, real-time experience. The core goal was to replace phone-based dispatch with a mobile web platform that could connect drivers directly to trusted service providers and show, in real time, when help would arrive.
I led UX design from discovery through launch, shaping journeys that balanced urgency with clarity. The experience centered on real-time GPS tracking, transparent ETAs, and step-by-step guidance so users could move from a stressful moment to a clear plan in seconds, without downloading an app or creating an account.
Final Screens
The Challenge
Allstate needed to reduce reliance on call centers, enable a fully digital dispatch experience, and compete in a rapidly growing market for mobile-first roadside services driven by platforms like Urgent.ly, Honk for Help, and Blink.
Key Pain Points
No visibility into when help would arrive
Lengthy phone calls during stressful situations
No real-time tracking of service providers
Access limited to Allstate policyholders
Manual, error-prone dispatch workflows
Experiences not designed for moments of urgency
Goal
Deliver a fully digital dispatch platform powered by real-time location tracking. Connect drivers directly to trusted providers without app downloads or phone calls.
My Role
Led UX strategy and journey mapping
Designed core workflows and interaction models
Created interactive Axure prototypes
Facilitated user testing and validation
Partnered with Allstate visual design and engineering
Guided discovery through launch
Process
Collaborative discovery & research
Discovery brought design, engineering, and product teams together to understand both user needs and technical constraints. We studied roadside workflows and emergency response models while partnering with developers to define how real-time GPS tracking, location data, and live web updates would function. Journey mapping connected the consumer experience to provider operations, establishing a shared vision that guided design and prototyping.
Experience design
Mapped digital and analog journeys across all roadside service types
Connected consumer flows to provider and dispatch workflows
Created flat workflows and wireframes to align stakeholders
Built a full Axure prototype for end-to-end scenarios
Refined the experience through usability testing and iteration
Validation and delivery
Confirm the experience through usability testing and technical reviews to ensure real-time GPS updates and provider workflows performed reliably. Launch the platform in partnership with engineering and QA, supporting implementation through phased rollou
The Solution
Real-time GPS tracking that shows exactly when help will arrive
Mobile web flow that replaces lengthy phone calls
Live provider location and ETA updates throughout the request
Open access for anyone, not only Allstate policyholders
Automated digital dispatch that reduces manual coordination
Simple, guided experience designed for high-stress moments
Results
Real-time visibility provided confidence & reduced uncertainty
Guided steps created a faster experience & replaced phone calls
Live updates built trust between customers & drivers
The platform was recognized by Forbes with an Innovation Award and widely described as the “Uber of roadside assistance.”
Additional Impact
Expanded roadside assistance access beyond Allstate policyholders
Reduced reliance on call-center–based dispatch
Improved coordination with the Allstate Provider Network
Established a scalable model for on-demand digital services
Strengthened Allstate’s position as an innovation leader
Outcome
The project launched Allstate’s first fully digital roadside assistance experience with real-time GPS tracking and clear arrival visibility. The platform replaced phone-centered dispatch with a simple mobile web flow and connected drivers directly to the Allstate Provider Network, expanding access beyond policyholders.
Post-Test Journey Map
Product Flow
