Designing a driver app with a focus on drivers

driver app

Summary


Door2door driver app
Door2door driver app

Challenge

In a ridepooling service, a driver app provides an interface between the digital — an algorithm that decides which passengers should be picked and where — and a human who spends hours in a driver seat, meeting passengers and carrying them to the destination point.

When I joined the team, the driver app already existed. But the drivers complained a lot, and it was not clear how the long list of features that should unlock new market segments, can be integrated into that app due to the way it was organized.

My task

Identify and eliminate pain points of drivers, redesign the experience, interface and internal structure of the app in a way that would solve known problems and unblock new business-critical features.

Door2door driver app

Being in the driver context was immensely helpful in understanding the pain points.

Solution discovery

After some domain research and first empathetic exercises, which involved using the app while driving the car and sitting behind the wheel, I wrote down principles that should apply to such interface. In fact the app has a lot in common with built-in car interfaces, where safety of the driver and the passenger comes first:


The design process included several loops of research, ideation and validation, during which I have:


As I was iterating on the concept, I worked in close contact with Android engineers, validating the UX and co-designing application's technical structure.

The new concept included both structural and interface improvements as a result of my contribution:

UI Kit elements

UI Kit: enlarged typography and interaction elements for streess-free interaction when the phone is fixed to the car dashboard.

Results

Learning outcomes

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