Agero

Agero builds enterprise SaaS for roadside assistance — white-label technology used by major vehicle manufacturers and insurance providers. The real challenge wasn't the technology; it was data transparency. Client services teams were flying blind during roadside events, unable to see what was happening in real time across the country. User interviews made the need crystal clear: better information means faster help and lower costs.

To build the case for change, I organized company-wide empathy exercises that put stakeholders in the shoes of a customer stranded on the side of the road, dealing with an agent who didn't have the right information. That experience was the turning point — it solidified alignment that reporting and transparency weren't nice-to-haves, they were essential.

I started with a workshop to map the pain points our end-users were experiencing. From those findings, we built a customer journey map that became the foundation for every design decision.

The platform work also inspired a full update of our design system — one that needed to serve both service providers in the field and client relations teams at their desks, across all devices. Building that system saved significant development time, reduced design iterations, and created real unification across teams.

With stakeholder buy-in secured through research, we shipped a dispatch dashboard that gave client services teams rich, real-time visibility into customer information — policy details, vehicle data, service provider notes, and event status at a glance.

The impact was immediate: 43% client-wide adoption in the first month, with 76% positive feedback on agent responsiveness. What started as a transparency problem became a proof point for how design-led thinking could transform an entire service operation.