This project aims to address several critical operational challenges within Dispatch’s transportation network. The primary objectives include:

1. Punctuality Improvement: Our foremost goal is to rectify issues related to drivers' punctuality. This entails ensuring that drivers consistently arrive at their designated locations on time, thereby enhancing the efficiency of our operations.
2. Clarity on Order Commencement: We recognize the need to eliminate driver confusion regarding order start times. By implementing streamlined communication protocols, we aim to provide drivers with clear instructions on when orders should commence.
3. Timely Order Initiation: We are committed to ensuring that our drivers initiate orders promptly. Through process enhancements and improved user interfaces, we intend to facilitate the seamless initiation of orders, minimizing delays.
4. UI Enhancements: Addressing longstanding user interface issues is a critical aspect of this project. Our objective is to create a more user-friendly and intuitive interface, addressing concerns that have been consistently raised.
5. Late Arrival Handling: In addition to addressing driver punctuality, we will develop a protocol for handling situations in which drivers are running late. This includes establishing a framework for notifying drivers of their tardiness and implementing appropriate actions to mitigate any adverse impact on orders.

My Role

As the sole design lead for the driver app, I took ownership of the project's entire redesign process from research to design.

User Interviews:

Through user interviews, I delved into the frustrations and pain points users face with the driver app. By engaging in direct conversations with users, I uncovered actual problems rather than relying on assumptions. Engaging users in direct conversations helped to build a reliable understanding of their experiences.

Some asked questions from various user interviews:

1. What are the factors that influence your decision to open the Dispatch app and check for deliveries?
2. How often do you check? Daily? Weekly?
3. What are the factors that influence your decision to accept an individual order?
4. What would prevent you from taking a specific order?
5. Do you have enough time to respond to offers?
6. Have you ever lost out on an order because you didn't have enough time to respond?
7. What features of the Dispatch app are most important to you and why?
8. What features of the Dispatch app are least important to you and why?
9. Is there anything you would like to see in the app today that you do not?
10. What's your biggest frustration with the driver app today?
11. How likely is it that you would recommend this driver app to a friend or colleague?

Observational Studies:

User Personas

Journey Map

After understanding the user’s views and identifying pain points in the app, I constructed their journey for a specific scenario. Grouping the actions the user performs at each stage, along with the problems faced and the feelings expressed, helped me to comprehend and pinpoint areas for development.

The designs were continuously iterated upon until a decision was made on the final solution.