Background
On average, 20% of the orders that drivers receive every day come from the same restaurant on their previous orders, leading to numerous back-and-forth trips.
By implementing order stacking, drivers would have the ability to accept multiple orders from nearby locations, resulting in increased supply availability. Additionally, this approach would improve driver productivity and earnings, while reducing the overall incentive cost per order.
DRIVER TRIP COMPARISON
Understanding Drivers' User Journey
We conducted in-depth interviews to understand Driver's mental model while working on an order:
Defining new Design Principle
Accessible
Visual and motoric
Controls are intuitive
Clear wayfinding
Streamlined
One main task per page
Reduce clutter
Prevent errors
Consistent
Clear visual rules
Aligned interaction model
Simplified style guide
Design Considerations
Final Design
FINAL DESIGN
Pickup Flow
FINAL DESIGN
Delivery Flow
Impact
What went well
By aligning key pain points at the beginning of the project, the team can make design decisions more efficiently.
Take into account all factors, goals, and tasks that the user (driver) has, including those that occur outside the app.
Identify all potential use cases and configurations that exist outside of the main flow.
