RACV

To deliver an enhanced, consistent experience across iOS and Android — reducing navigation friction, improving visibility of member benefits, and streamlining the Account and Home screen interactions.

• The Long-Term Loyalist — member since 1965, mainly uses the app for Roadside Assist and checking membership status; values simplicity and clear text.
• The Value Seeker — actively uses the app for daily savings like Fuel discounts and movie tickets; the primary audience for the new Offers and News sections.

• Information overload — the original Account screen was cluttered with non-account items like Special Offers and Latest News.
• Navigational bottlenecks — services like Fuel and Discounts were buried or inconsistent across platforms.
• Process delays — code reviews by the external ARQ Group created bottlenecks in Sprint 2, delaying deliverables.
• Terminology confusion — labels like “Claims Lodgements” tested less intuitively than “Insurance Claims.”

• H1 — Contextual separation: moving Offers and News to Home makes the Account screen more useful because it stays strictly about the member's own information.
• H2 — Visual consistency: a bottom nav of Home, Assist, Fuel, Discounts, Account increases feature adoption through clear, persistent access.
• H3 — Process improvement: detailed design specs inside JIRA stories reduce code review delays and improve developer alignment.

Focused on “in-app exploration”: Landing (immediate value via News/Offers) → Engagement (checking Fuel prices or Discounts) → Support (Roadside Assistance or Contact Us) → Management (Account, digital membership barcode, insurance details).

Restructured into five core pillars:

• Home — personalised content, news and offers.
• Assist — emergency Home Assist and Roadside Assistance.
• Fuel — real-time fuel price tracking and locations.
• Discounts — Woolworths, movie tickets and partner savings.
• Account — personal details, membership barcode and Contact Us.

A transition from low-fidelity planning to high-fidelity “Enhanced Experiences”: a “You May Like” carousel on Home for Woolworths and movie-ticket discounts, an Account screen stripped of marketing noise down to the member barcode and tier status, and a redesigned Contact Us with actionable numbers for Insurance Claims and RACV Feedback.

Qualitative: “RACV Feedback” was added to Contact Us specifically to gather ongoing member sentiment. Business acceptance: every deliverable went through Test Acceptance with the Product Owner to confirm it met the original business requirements.

• Offer click-through rate — measured after Offers moved into the Home screen's “You May Like” carousel.
• Support call efficiency — measured via use of the refined Contact Us screen, cutting the time members spend hunting for the right number.

• Deployment velocity — solving the ARQ Group bottleneck to keep sprints on schedule.
• Consistent look & feel — 100% alignment between iOS and Android UI components.
• Member sentiment — tracked through the new RACV Feedback loop inside the app.