Mapping Order Types

Aiming for design efficiency and mutual understanding

Go

Arrive

Gather

Deliver

Dropped Off

Feedback

Overview

Overview

Background

  • After launching the driver app pilot, we learned new driver problems.


  • The design team had a blind spot in understanding the drivers' actual operations.


  • I focused my effort to create a comprehensive journey map and blueprints to capture full driver experience.


  • The jobs that driver do are called "order types"

My Role

Design Ops, UX research, Stakeholder interviews

Stakeholders Interviews and Journey Map Creation

Stakeholders Interviews and Journey Map Creation

I interviewed internal stakeholders to understand and document all order types.


I broke down each order type (total of 6 types) and grouped common activities.

Part of the journey map

Developing Service Blueprints

Developing Service Blueprints

Service blueprints

I created multiple service blueprints, illustrating different actors involved in each stage of the order lifecycle.

Part of the blueprints

Efficient Design Process and Shared understanding

Efficient Design Process and Shared understanding

Outcome

  • Shared understanding across design, product, and development teams.


  • Faster onboarding for junior product designers was the result of the journey mapping and blueprints work.


  • The back-end infrastructure team used the blueprints to redesign their schema.

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