Role
Competitive Analysis
User Interviews
User Acceptance Testing
Wire-framing
Mid-Fi Prototypes
Tools
Figma
Figjam
Jira
Loom
Zeplin
Team
Me
Product Owner
Product Manager
Developers
Client (S&S Towing)
The Need
Aiming to improve their operations and boost customer satisfaction, S&S Towing targeted several key issues:
High Dependency on Paper and Stickers
Reliance on paper hang tags, stickers, and slips was costly both financially and environmentally.
Inefficient Tow Operations
Prolonged tow times due to call volumes and paper trails negatively impacted client relationships and service quality.
Frequent Accidental Tows
High rate of unintended tows led to customer dissatisfaction and operational losses.
Underutilized Resident Parking
The potential of long-term parking for residents and tenants on private properties was not fully realized.
Stagnant Visitor Parking Revenue
There was untapped potential in managing visitor and guest parking that needed to be maximized.
Armed with a thorough understanding of these challenges, our strategy aimed not only to overcome these obstacles but also to guide S&S Towing towards sustainable modernization and revenue growth.
The Solution
Our approach was grounded in an extensive discovery phase, where we delved into the operational intricacies of S&S Towing. Through close collaboration with their team, we gained insights into their workflow nuances and identified opportunities for digital optimization.
Resident Parking Management
We implemented a user-friendly system for property managers to administer long-term resident parking permits, enhancing property value and resident satisfaction.
Streamlined Tow Operations
By introducing a dynamic dispatch system, we significantly reduced towing times and call volumes, empowering drivers, dispatchers, and property managers.
Enhanced Vehicle Verification
Our solution minimized accidental tows through advanced verification techniques and a simplified user interface.
Digital Transformation
S&S Towing transitioned to a legally compliant, paperless workflow, reducing its environmental footprint and operational costs.
Optimized Parking Revenue
An intuitive parking permit management system was introduced, improving the utilization of parking assets and increasing revenue.
The Result
Our partnership with S&S Towing has sparked a significant evolution in their operational capabilities:
Increased Parking Revenue
Strategic pricing and a credit system led to growth in parking revenue, unlocking new business potential.
Streamlined Resident Parking
Property managers now have a seamless system to manage long-term permits, creating new revenue channels.
Reduced Call Volumes
Enhanced tow operations resulted in a decrease in dispatch calls, improving efficiency.
Decreased Accidental Tows
Improved verification processes cut accidental tows, enhancing customer trust.
Decreased Paper Usage
Transitioning to paperless operations led to decrease in paper usage.
The transformation of S&S Towing stands as a testament to our approach: empathetic discovery, user-driven innovation, and a commitment to continuous improvement. Through meticulous iteration and responsive design, we've equipped S&S Towing to not only meet but exceed the demands of today's digital-first landscape.