Problem
Drivers navigating their own paths result in unpredictable estimates in delivery times.
Proposed Solution
Update the app experience with a guided workflow, limiting drivers ability to deviate from assigned routes.
Objectives
Remove the drivers ability to go out of order, and force them follow the routing system directions
Reduce the number of tasks a driver can see in the app
Improve the app visual hierarchy and information architecture
Understanding & Researching
I spent the first few weeks understanding the driver experience from technical and product level.
I engaged in many conversations with developers and dispatch leads.
I shadowed several drivers to understand their overall experience.
Before
Pick and choose experience
inconsistent colors and Accessibility issues
So many UI controls in one screen
No indication of long tapped buttons
After
Guided experience
Consistent accessible colors and labels
Consistent placement of main Call-To-Action
Progressive disclosure of information
Quick access to dispatch chat support
