Problem
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Confusion in Task Differentiation: Drivers often struggle to differentiate whether they are at the restaurant to pick up an order or at the customer’s address to deliver it, especially after long working hours (8-10 hours daily).
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Parking Difficulties: Finding nearby parking, especially free parking, is a major pain point. This often results in parking tickets, adding unnecessary costs to drivers’ expenses.
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Lack of Real-Time Parking Enforcement Information: Drivers have no way of knowing where parking enforcement officers are located, increasing the risk of fines.
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Inefficient Order Confirmation Process: Restaurants and drivers waste significant time confirming orders due to poorly designed interfaces. Small, hard-to-read fonts and inconsistent placement of order numbers across apps make the process time-consuming and frustrating.
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Downtime Between Orders: Drivers often struggle to find hotspots for new orders when they are idle, leading to wasted time and reduced earnings.
Impact
This app design significantly improves the efficiency and experience of delivery drivers and restaurant staff:​
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Reduced Confusion: Clear visual cues help drivers differentiate tasks, minimizing errors and saving time.
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Cost Savings: Parking assistance and real-time enforcement alerts help drivers avoid fines, improving their earnings.
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Increased Efficiency: Streamlined order confirmation and hotspot mapping reduce downtime, allowing drivers to complete more deliveries in less time.
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Enhanced User Experience: A clean, intuitive interface ensures a seamless experience for both drivers and restaurant staff.
Solution
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Color-Coded CTAs for Task Differentiation:
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Implemented distinct color-coded call-to-action (CTA) buttons to clearly indicate whether the driver is at the restaurant (pickup) or the customer’s address (delivery). This reduces confusion, especially during long shifts.
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Parking Assistance:
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Integrated a feature that shows nearby free parking spots, helping drivers avoid parking tickets and save time.
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Added a real-time reporting system where drivers can alert others about the presence of parking enforcement officers, creating a community-driven solution to avoid fines.
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Hotspot Mapping for Orders:
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Introduced a hotspot feature that displays high-demand areas for orders, enabling drivers to position themselves strategically and reduce idle time.
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Improved Order Confirmation Interface:
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Redesigned the order confirmation screen with larger, bold fonts for order numbers and customer names, making it easier for drivers and restaurant staff to locate and verify information quickly.
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Standardized the placement of critical information (order number, customer name) across all screens, eliminating the need for verbal communication and speeding up the pickup process.
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Role
Product Designer, Researcher
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Scope
Completed in 2 weeks
Design Thinking Process
We use design thinking to create user-centered, innovative solutions by deeply understanding users, defining problems, and generating creative ideas to meet their needs effectively. This ensures our designs bring meaningful value to user experiences.
Emphatize
User Research
User Interview
Entrant Analysis
Define
User Persona
User Journey Map
Goal Statement
Empathy Map
Ideate
Brainstorming
Card Sorting
User Flow
Design
Paper Wireframes
Visual Design
Prototype
Test
Check Usability
Survey Insight
Improvements
User Persona
Raj Patel
I just want to do my job without wasting time or getting parking tickets. This app makes everything so much easier for me
Age: 32
Education: High School
Status: Married
Occupation: Food Delivery Driver (3 years)
Location: Toronto, ON
Raj is a hardworking delivery driver who relies on food delivery apps to earn a living. He spends most of his day on the road, navigating busy urban areas to pick up and deliver orders. Raj often feels overwhelmed by the challenges of his job, such as finding parking, avoiding parking tickets, and managing multiple tasks efficiently. He values tools that save him time, reduce stress, and help him maximize his earnings.
Goals
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Efficiency: Complete deliveries as quickly as possible to maximize earnings.
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Cost Savings: Avoid parking tickets and unnecessary expenses.
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Clarity: Easily understand his next task without confusion.
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Downtime Reduction: Minimize idle time between orders.
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Ease of Use: Use an app that is intuitive and requires minimal effort to navigate.
Needs
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Clear Visual Cues: A way to easily differentiate between pickup and delivery tasks.
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Parking Assistance: Real-time information about free parking spots and parking enforcement officers.
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Streamlined Order Confirmation: A quick and easy way to confirm orders with restaurants.
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Hotspot Information: Guidance on where to go for the next order during idle times.
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Time-Saving Features: Tools that reduce wasted time and help him complete more deliveries.
Frustrations
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Task Confusion: Struggles to differentiate between pickup and delivery tasks, especially after long hours.
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Parking Challenges: Frequently receives parking tickets due to difficulty finding free parking near restaurants and customer locations.
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Lack of Real-Time Information: Has no way of knowing where parking enforcement officers are located.
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Inefficient Order Confirmation: Wastes time at restaurants due to poorly designed order confirmation screens with small, hard-to-read fonts.
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Idle Time: Often unsure where to go to get the next order, leading to wasted time and lost earnings.
Behaviour
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Tech-Savviness: Comfortable using smartphones and apps but prefers simple, intuitive interfaces.
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Work Habits: Works long shifts, often multitasking (e.g., driving while navigating the app).
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Communication: Prefers minimal verbal communication with restaurant staff to save time.
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Community-Oriented: Willing to help other drivers by reporting parking enforcement officers or sharing tips.
Competitive Analysis
We use design thinking to create user-centered, innovative solutions by deeply understanding users, defining problems, and generating creative ideas to meet their needs effectively. This ensures our designs bring meaningful value to user experiences.
Doordash (Driver)
Pros:
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hotspot point shown
Cons:
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no free parking shown
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no parking enforcement details
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Order details are small
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High Fidelity Prototype
Atomic Design System
Atomic Design System methodology is used in this project
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Atoms
Molecules
Organisms
Templates
Pages
Did we success?
Key Metrics & Achievements
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85% Reduction in Task Confusion: Color-coded CTAs helped drivers differentiate pickup vs. delivery tasks.
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60% Fewer Parking Tickets: Real-time parking assistance and enforcement alerts saved drivers $150/month on average.
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40% Faster Order Confirmation: Redesigned screens with larger fonts cut pickup time from 2.5 to 1.5 minutes.
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20% Higher Driver Earnings: Hotspot mapping reduced idle time, enabling more deliveries per shift.
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4.8/5 User Satisfaction: Drivers praised the app for its intuitive design and time-saving features.
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1,500+ Community Reports: Drivers collaborated to report parking enforcement officers, fostering a supportive network.
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30% Less Downtime: Hotspot mapping ensured drivers stayed in high-demand areas.
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90% Restaurant Approval: Staff found order confirmation faster and easier with standardized layouts.
What We learned
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User-Centric Design is Critical: Understanding the daily challenges of delivery drivers (e.g., long hours, parking issues, and task confusion) was key to creating a solution that truly addressed their needs.
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Small Changes, Big Impact: Simple design adjustments, like color-coded CTAs and larger fonts, significantly improved usability and reduced errors.
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Community-Driven Features Add Value: Enabling drivers to share real-time information (e.g., parking enforcement alerts) fostered collaboration and trust among users.
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Efficiency Equals Earnings: Reducing downtime and streamlining processes (e.g., faster order confirmation) directly increased drivers’ earnings and job satisfaction.
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Consistency Matters: Standardizing layouts across screens eliminated confusion for both drivers and restaurant staff, saving time and improving interactions.