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: Luxury Business Branding Platform
Scope: High-end visual identity, brand storytelling, interactive digital presence
and immersive user experiences
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: Luxury Business Branding Platform
Scope: High-end visual identity, brand storytelling, interactive digital presence
and immersive user experiences
Tools Used: Figma, Axure, Maze, HotJar, Google Analytics
Waiting for help shouldn’t feel like waiting for a miracle
The original experience? Clunky. Vague. Full of question marks. Drivers were left wondering: What now? Who’s coming? When? That’s not support - that’s silence. So we rebuilt it. Clear steps. Real-time updates. Zero guesswork.
Outcomes:
Fewer users are exiting mid-request
Users mentioning clarity and “felt like someone was actually helping” in feedback
Internal teams reusing new copy standards in other emergency flows
A stronger link between content design and emotional UX
What were we solving for?
We weren’t just streamlining a process—we were redesigning how support is felt.
Top issues identified in user research:
Confusion about next steps
No visibility on what’s happening behind the scenes
Cold tone and unclear copy
Lack of updates during the wait
Our UX goals:
Reduce abandonment during help requests
Increase perceived support and clarity
Encourage self-service over hotline calls
Build trust through transparency, not over-explanation
Voice Shift: from system prompts to reassurance
We rewrote the interface to sound less like a manual and more like a human.
Old copy
“Submit request”
“Your request is being processed”
“ETA: 23 minutes”
new
New copy
“Send for help”
“We’re notifying roadside assistance near you”
“Your technician is usually on site in 20–25 minutes”
“In the meantime, stay safe. Turn on your hazard lights.”
Old copy
“Submit request”
“Your request is being processed
”
“ETA: 23 minutes”
new
New copy
“Send for help”
“We’re notifying roadside assistance near you”
“Your technician is usually on site in 20–25 minutes”
“In the meantime, stay safe. Turn on your hazard lights.”
Old copy
“Submit request”
“Your request is being processed”
“ETA: 23 minutes”
new
New copy
“Send for help”
“We’re notifying roadside assistance near you”
“Your technician is usually on site in 20–25 minutes”
“In the meantime, stay safe.
Turn on your hazard lights.”
Why new copy works:
✔️ Reassuring tone reduces anxiety
✔️ Plain language builds confidence
✔️ Contextual tips turn waiting into preparation
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
What were we solving for?
We weren’t just streamlining a process we were redesigning how support is felt.
Top issues identified in user research:
Confusion about next steps
No visibility on what’s happening behind the scenes
Cold tone and unclear copy
Lack of updates during the wait
Our UX goals:
Reduce abandonment during help requests
Increase perceived support and clarity
Encourage self-service over hotline calls
Build trust through transparency, not over-explanation
Outcomes:
Fewer users are exiting mid-request
Users mentioning clarity and “felt like someone was actually helping” in feedback
Internal teams reusing new copy standards in other emergency flows
A stronger link between content design and emotional UX
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
Santander
Zen.com
BMW
Ferrero
Wedel
Sector 3.0
Samsung
WWF
The 3E System
Procter & Gamble
Credit Agricole
© 2025 Made with 🩶 by Katarzyna Bobrowska
© 2025 Made with 🩶 by Katarzyna Bobrowska
© 2025 Made with 🩶 by Katarzyna Bobrowska