SOS Dansk Autohjælp

01

My role

• Product Design
• UX Design
• Prototyping
• Frontend Development

02

The problem

For decades, calling for roadside assistance in Denmark meant a phone call from the hard shoulder — a stressed, often shaken driver describing where their car was and what was wrong to an operator who had to type it all in by hand. Location was reconstructed from voice cues ("I'm on the E45, past Vejle, maybe five kilometres north"), problem descriptions were vague and inconsistent, and simple self-fixes like a flat battery from an interior light left on rarely surfaced until a tow truck was already on the way. The intake queue was the bottleneck — one operator, one call, one incident at a time — and every minute on hold was a minute the driver spent alone on the roadside.

03

The process

I redesigned the intake as a mobile-first, self-service flow that a driver can complete on their phone in a couple of minutes, with the option to fall back to a real operator at any step. Location is captured on a Google satellite map with a draggable vehicle pin and an address search, so the recorded position matches what the driver actually sees, not what they can describe out loud. Problem selection triages the situation into ten clear categories — Punktering, Kan ikke starte, Stoppet under kørsel, Færdselsuheld and others — and each category branches into guided self-diagnostic questions. For "won't start", for example, the flow asks whether the radio, lights, or doors were left on, catching the flat batteries that don't need a workshop at all. A Service Information step sets expectations before the rescuer arrives so drivers know what to prepare, and a persistent "Ring" button and the same red SOS branding keep the phone route one tap away for the moments that really need a voice.

04

The outcome

The intake now runs in the driver's hand rather than the operator's ear. Location is captured accurately on the map instead of translated from words, self-diagnostics resolve or narrow the case before dispatch, and expectations for what happens next are set on-screen instead of over the phone. The call centre keeps the phone line open for the situations that genuinely need it — serious accidents, drivers in shock, edge cases — while everyday punctures and dead batteries are triaged self-service. The result is a calmer experience for the driver on the roadside and a saner queue for the humans on the other end.

• Analog phone intake replaced with a mobile-first self-service flow
• Vehicle location captured via satellite map + address + draggable pin
• Guided self-diagnostics across 10 problem categories
• Persistent "Ring" fallback — human operators one tap away at every step