Increasing same-day tows by 28% through mobile redesign

Omadi's mobile & dispatch apps were both failing the business: drivers were burning minutes on side-of-the-road sync errors — minutes spent exposed in a job where more drivers die each year than all other first responders combined. Dispatchers were missing the same-day-tow SLA that anchored the company's largest client contract. Prioritizing one over the other was unacceptable, so I rejected the perceived trade-off & found a single solution that solved both problems.

I led in-field research that uncovered a project-saving insight. The isTowable field — a crucial input the auto-dispatch algorithm depended on — was coming from the insurance call center wrong 90% of the time. We spent the rest of the field visit learning what actually made a vehicle 'towable', then redesigned both apps around what we learned. The mobile app collapsed 80+ form fields into 6, & the dispatcher app reframed auto-dispatch as a tool that enabled dispatchers rather than replacing them — a framing that's very relevant in our AI-first design era.