Enhancing food delivery drivers’ work
Just Eat
Challenge
Driverapp was released two years ago, but drivers’ adoption had been limited. In this project, we wanted to understand how to shape the user experience of the app, so that it is useful, easy to use and it added real value to the driver’s work.
My role & team
As the lead product designer, I was responsible for the design process from concept to delivery. I also led user research activities. I was collaborating closely with product owners, the engineering team, and the marketing team.
Process
I ran a user research study consisting of two parts. In the first part, I wanted to understand a ‘day in the life’ of drivers to uncover their day-to-day tasks and goals. The second part of the study focused on the current app and two alternative concepts. I aimed to gain a broad understanding of their work patterns, and opportunities for the app and any improvements we needed to make to the user experience of the app.
From the findings of the user research I identified the user requirements and developed two personas.
Feedback on the current experience was used to refine the app experience. Designs were described first through sketches and then high-fidelity visuals. Feedback on the designs was collected from design colleagues, product stakeholders, and the agile team.
Results
User feedback on the final concept has been extremely positive. The new version of the app was released on iOS and Android and had a high adoption rate.
