Driver App
Happy new drivers, not so happy experienced drivers.
To curb unstable delivery ETA the business enforce guided workflow. New drivers were happy with the change, experienced driver were not.
Industry
Food Delivery operations & logistics
Role
Senior Product Designer
Team
Full-stack senior developer
Full-stack junior developer
Year
2020
Timeline
3 months
Deliverables
Prototypes
End-to-end design
Context
Driver picking and choosing priority -> unstable ETA for customers
Curren app allows drivers to see all of their assigned orders. Driver can pick and choose which order to deliver despite priority set by the routing system algorithm.
Limiting visibility can lead to predictable ETAs
Update the app experience with a guided workflow, limiting drivers ability to deviate from assigned routes.
Research
Accessibility, Information Architecture, and Usability issues
To improve current app design, I wanted to understand what pain points driver have related to the visual and workflow of the app. I shadowed and interviewed drivers to gather insights.
I concluded the following issues:
Inaccessible color contrast and small text size.
No clear hierarchy of main call to action buttons.
Drivers like to know where they are when they leave to Google maps and come back to the drive app.
Separate tabs between pickup and drop-off can lead to missed drop-off or pickup.
Current driver app
Sketch & Test
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Mid-fidelity prototypes
Deliverables
Avoid blocking developers using detailed design specs
The main purpose of those workflows is to make it clear for developers what needs to be changed and improved, because this feature touches existing screens.
I created specs for 18 different workflows, I will only share 2 flows here.
Mobile
Showing a hidden step:
Revealing a second step based on text input in the first step.
Desktop
Showing a hidden step:
Revealing a second step based on text input in the first step.
Video Prototype
Prototype shows a user triggering a conditional logic.
If Temperature equals or greater than 120, we will show two inputs (input A, Input B). Also, the prototype shows the workflow if the user wants to undo their action (reverting from 120 to 80)
Closing
Making customers happy and laying the ground for future improvements
Customer churn avoidance was guaranteed by the of launching the conditional logic feature along with another feature.
I made sure this design can lay the ground for complex feature improvements. I also defined the workflow of how the user can “undo” such conditional action.
What I learned is that with an unfamiliar problem, experimentation is key. It’s key for alignment and for keeping the project momentum.