AAA App Redesign

I led the redesign of a new modern app experience for the next generation of AAA’s members. The project included evaluating the existing app experience, redesigning for a new audience and delivering a core experience + design system that could flex for the future of AAA.

AI Integration

Our AI implementation focused into 2 areas. A superagent that delivers a seamless in-app experience for members while intelligently coordinating with specialized business unit agents behind the scenes. Members will interact with a single AI assistant capable of answering questions about membership, insurance, and other AAA services, while also supporting roadside assistance needs when necessary. The initial launch approach focuses on training the agent on member data to provide personalized, accurate support, with a longer-term roadmap to transition roadside assistance (the most-used member feature) into a text-based AI agent experience that is fast, intuitive and always available. And we used an internal AAA synthetic audience to gut check designs as we worked through our design sprints.

UX Design Strategy

Redesign Plan & Design System

Final Designs

Results

The redesigned app has been accepted and championed by AAA’s CMO and board. The final designs will go into usability testing for refinement in Q4 ‘26. Development has begun for a Q1 ‘27 release.