AAA BackOffice Experience

BACKGROUND

The American Automotive Association, Inc. (AAA) offers roadside assistance and map routing to their 61 million members across 32 motorclubs and over 1,000 branches in North America & Canada.

THE SOLUTION

Assisted AAA by identifying opportunities to improve its invoicing and billing processes to minimize errors, increase data accuracy, and achieve efficiencies in the back office, while providing its partners, and customers a better overall experience.

A digital strategy was presented with several technology interventions tailored to address all friction points. Several design thinking workshops were conducted to ensure alignment across the AAA clubs, encouraging communication and transparency. We conducted ethnographic research, deployed surveys, and customer interviews in order to identify friction points and create personas.

ROLE

— Conducting user interviews — Analyzing insights and data — Defining the future state journey map

STAKEHOLDERS

— Chief Technology Officer — Managing Director Member Experience — UX Designer — Technical Architects

TIMELINE

— 12 months

A one-pager explaining the pain points of the current system, and the digital modernization required to achieve the future state vision.

DESIGN THINKING PROCESS FOR THE BACKOFFICE

VISIONING & DEFINE EXERCISE

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IDEATION & MODEL EXERCISE

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Analysis to streamline codes

Analysis conducted to identify unused codes

JOURNEY MAPPING

FUTURE STATE VISION

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PROJECT OUTCOME

Provided great ROI with less than 1 year payback
Created an agreed upon Roadmap to deliver the vision across the company and clubs
Delivered a transformational vision for scalability included 5 digital enablers, 6 digital capabilities, and 11 capability initiatives