Katarzyna Bobrowska

UX/UI Designer | Product Designer

Katarzyna Bobrowska

UX/UI Designer | Product Designer

Better journeys, better results:
– 40 % errors

Better journeys, better results: – 40 % errors

This case study doesn’t include visuals due to confidentiality - but there’s plenty to explore. I’ve done my best to walk you through the thinking, decisions, and outcomes in a clear and engaging way. 💡

Role: UX/UI Designer
Timeline: 12 months
Project Type: Roadside assistance agent tool
Scope: Agent workflows, interface design and clear system feedback
Goal: Redesigning the agent tool to reduce errors and improve help speed for drivers in need
Tools Used: Figma, Axure, User Testing, Documentation
Impact: Task success rate: 62 % → 83 %, Error rate: –40 %

Role: UX/UI Designer
Project Type: Roadside assistance agent tool
Scope: Agent workflows, interface design and clear system feedback
Tools Used: Figma, Axure, Maze, HotJar, Google Analytics

The project focused on clearer workflows for roadside assistance agents. The legacy tool contributed to errors and long call times. The redesign focused on clearer steps, better visibility of driver status and fewer manual actions.

Reported outcomes: task success increased from 62% to 83%, while the error rate fell by 40%. These results relate to agents using the redesigned tool to support drivers.

Agents needed a clearer way to handle roadside assistance cases. The UX goals were to make the next step clear, improve visibility of driver status, reduce manual work and errors, and help agents support drivers more efficiently.

Clear language for agents under pressure

The interface needed to help agents understand the current status, choose the next step and support drivers with confidence.

Design focus: clear next steps for agents, visible driver and assistance status, and fewer manual steps and opportunities for error.

What This Taught Me

“UX writing is not just about clarity. It’s about confidence - especially when the user is under pressure.”

This project sharpened my instincts around:

• Designing for emotion, not just action

• Using timing and tone to guide calmly, not command

• Seeing copy as a UX safety net, not a label on a button

Agents needed a clearer way to handle roadside assistance cases. The UX goals were to make the next step clear, improve visibility of driver status, reduce manual work and errors, and help agents support drivers more efficiently.

Reported outcomes: task success increased from 62% to 83%, while the error rate fell by 40%. These results relate to agents using the redesigned tool to support drivers.

What This Taught Me

“UX writing is not just about clarity. It’s about confidence - especially when the user is under pressure.” This project sharpened my instincts around:

• Designing for emotion, not just action

• Using timing and tone to guide calmly, not command

• Seeing copy as a UX safety net, not a label on a button

Santander

Zen.com

BMW

Ferrero

Wedel

Sector 3.0

Samsung

WWF

The 3E System

Procter & Gamble

Credit Agricole

Santander

Zen.com

BMW

Ferrero

Wedel

Sector 3.0

Samsung

WWF

The 3E System

Procter & Gamble

Credit Agricole

Katarzyna Bobrowska

Katarzyna Bobrowska

Better journeys, better results:– 40 % errors

Better journeys, better results: – 40 % errors

This case study doesn’t include visuals due to confidentiality - but there’s plenty to explore. I’ve done my best to walk you through the thinking, decisions, and outcomes in a clear and engaging way. 💡

The project focused on clearer workflows for roadside assistance agents. The legacy tool contributed to errors and long call times. The redesign focused on clearer steps, better visibility of driver status and fewer manual actions.

Clear language for agents under pressure

The interface needed to help agents understand the current status, choose the next step and support drivers with confidence.

Design focus: clear next steps for agents, visible driver and assistance status, and fewer manual steps and opportunities for error.

What This Taught Me

Agents needed a clearer way to handle roadside assistance cases. The UX goals were to make the next step clear, improve visibility of driver status, reduce manual work and errors, and help agents support drivers more efficiently.

Reported outcomes: task success increased from 62% to 83%, while the error rate fell by 40%. These results relate to agents using the redesigned tool to support drivers.

What This Taught Me

“UX writing is not just about clarity. It’s about confidence - especially when the user is under pressure.” This project sharpened my instincts around:

• Designing for emotion, not just action

• Using timing and tone to guide calmly, not command

• Seeing copy as a UX safety net, not a label on a button

Better journeys, better results:
– 40 % errors

Better journeys, better results: – 40 % errors