The Task:
Redesigning the Driver app for Food, with an additional feature for Grab Express drivers coming onboard, in the same app.
Upon receiving the brief, I was quick to hop on the empathy train and putting myself as a user of the Grab Driver’s app almost immediately.
However, after having some time to analyse the brief a couple more times, I took a step back to consider my approach as a whole — also considering business goals — growth. User needs are important. So is striking the balance from the business perspective and technology.
Therefore, I approached this exercise with these factors in mind.
Thought process
- Analyse current design of driver app
- Asking questions — what are some current painpoints of the existing app? Even before adding on the new GrabExpress service? Is the current design of the app well-received/sufficient? What is the task completion rate for new users and current users?
- Do research. This came in handy as I yet to have a good understanding about how the actual app runs (behaviours etc.)
Problems
Limited info on user contextual knowledge in the brief, which I felt is strongly important for a redesign process
Hence, I visited the App/Play store to take a look some at the feedback and comments of the GrabFood driver app to get a brief idea of how the users are reacting towards it.
Considerations
In addition, I also created a mindmap of contextual analysis of GrabFood drivers which includes considerations and assumptions.
Along with some rough sketches and writing down any thoughts as I analysed the current design.
From there, I listed down certain points that will help in my redesign process
1. Call to Action buttons to be clear
2. Copy must be succinct: Declutter current design by showing only what drivers needs to see
Hence, my approach was to redesign and declutter the driver app as a whole, to suit the future services Grab may add onboard. This was done by restructuring the information architecture presented on the page.
Additional features: With the recent added service of GrabExpress Beta, I also added in an option for drivers to choose their preferences on the type of job they wish to pick up.
Redesigned screens: Scenario
Driver receives a GrabFood job card upon an order, picks up and delivers to doorstep, followed by switching to GrabExpress.
01 From receiving job card & pick-up journey.
- Driver can see type of job stated + corresponding icon for its service
- Clarity: guaranteed commission + total estimated trip time collated for driver
- Trip timings presented in timeline form
- Driver has to swipe to accept/decline job, instead of tapping which may cause accidental actions.
- Additional: sound notification + single vibration for GrabFood orders
- Live update and indication of good/bad/fair traffic
02 Arrival at pick-up and collection
- Check items: User is only able to proceed when all items are checked
- Distinct order numbers: GrabFood listings to start with 8 and parcel to start with 5. Or GrabFood F123654, GrabExpress orders E366438 etc. #justasuggestion
03 Start pick-up & journey
04 Completing a delivery.
05 Going online and switching jobs
- Before going online to take on next job, driver has to pick job preference as seen in the pop-up modal. Driver is given option to save preferences as default (can be changed when offline)
- Jobs in higher demand are marked in red to help the business cope with its demands better and help drivers to receive jobs faster.
- Last screen: GrabExpress job being presented the same format as a GrabFood order. + different sound notification as GrabFood
In summary
- By restructuring the information architecture, the same design layout and format can be used for different services offered by Grab, hence optimized for a single app
- Give the user clarity by only showing them what they need to see at each point of the journey, esp for our drivers! #safetyisimportant
- This will result in likelihood of signing, higher conversion rates and faster + more efficient task completion rates leading to business growth.
