Driver Mobile app redesign
Reduced delivery failures by 60% through driver mobile app redesign.
In today’s e-commerce landscape of 10-minute deliveries, last-mile delivery apps on drivers’ smartphones play a vital role in ensuring seamless fulfillment while meeting all SLAs.
The Problem
The existing driver mobile app was inefficient, causing delays in deliveries and high training time for riders.
Slow performance with an initial loading time of ~40 seconds before showing orders -once the dispatch has been accepted.
Complex workflows leading to usability challenges - 4/5 new riders needed support whenever new order type is assigned.
Technical UX copy that riders found difficult to understand.
Unintuitive UI with unclear actions and inconsistent elements.
Business
Objectives
Launch a redesigned app within one month.
Increase orders per rider per day (from 35 → target of 38).
Reduce failed/reattempted deliveries (from 5 → target of 2).
Minimise training time required for new riders.
Tech
Constraints
Incremental improvements only (single developer available).
Cannot introduce new design patterns or complex interactions.
Hybrid app: Mix of native (Android/iOS) and React workflows.
Project Plan
Week 0
Validate the problem with cohorts of Business owners, Team Managers & Delivery Drivers.
Planing collaboration with engineering team.
Week 1
Delivering update basic UI components to developers.
Brainstorming with tech on solving loading time issues.
Closing primary flows
Week 2
Design on execution task flows like verify OTP, capture POD.
UAT on primary flows android and iOS mobile build.
Additional UI components for errors & other edge-cases.
Brief
Redesign delivery partner app to enhance order fulfillment speed, rider efficiency, and usability while maintaining compatibility with existing workflows.
Product
Objectives &
Solutions
Optimised Pickup & Drop Flow:
Streamlined steps with clearer actions is lesser clicks.
Performance Improvement:
Home screen now loads nearby orders first.
Order groping logic removed for better performance.
UX Enhancements:
Bell icon added to send ETA text (reducing spam-filtered calls).
Reduced redundant clicks and loading screens.
Simplified technical jargon.
Results & Metrics
20% faster flow completion time.
Riders experienced fewer failed deliveries due to better interaction flows.
App adoption improved, and training time reduced.
Fastest delivery in Q4 24 is within 4 minutes of order creation.
Next Phase
Incentivising good performance
Creating a career path for gig workers