Carriage Driver App

A group company of Delivery Hero (Berlin), Carriage, started as a food delivery company and expanded to various categories such as Flowers, Grocery, Pet food, Electronics etc. With user base of more than a Million in the GCC, Carriage also provides on demand delivery service to Flower shops, Groceries, Electronics & Games, Pharmacies, Pet Supplies, Health Supplement, Optics, Cosmetics & Perfumes and Baby Supplies.

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The Project

Drivers are the backbone of the system. In order to overcome the shortcomings of the then existing drivers’ app, a new project to re-design and overhaul the application was taken up. The main goal was to fix the user flow and navigation capabilities to enable superior hassle-free delivery experience for drivers.

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My Role

I was given an opportunity to work on this project from the beginning. I coordinated with teams and worked on all the facets of design including User persona interview, Information architecture, user flows, paper prototypes, low fidelity and high fidelity wireframes, mockups etc. To make sure to have the best input possible, extensive research was conducted through persona interviews with 15 in-house drivers as well as mapping journeys in order to study both user behaviour and working atmosphere.

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Initial Insights

Following points were revealed during user study:

• The then existing application got stuck and hung a lot, heating up the mobile device. This is further complicated by the fact that temperatures in Kuwait soar up to 50 degree celsius (122 Fahrenheit) during summers.
• Application navigation was difficult and not easy to use. Drivers were using it on the go or while driving.
• Since only android phones are provided by the company to drivers, only android application was required.

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Persona Interview
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Design Guidelines

Decision was taken to focus on pain points which were related to both drivers and the operation team as well and following guidelines were set in motion:

• Android app shall follow Google material design since many drivers are familiar with material design related applications.
• Relatively bigger interactive UI to be set as compared to customer application since it is used by drivers who are on the go and need better visibility.
• To follow current brand guidelines related to typography and colors
• To focus on main apparent task i.e successfully delivering the order
• To keep it simple and easy to use

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Userflow
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Paper Prototypes
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High fidelity wireframe
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Mockups
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START SHIFT

The main screen is kept simple and accommodates few elements to avoid distraction. This screen consists of a Skeuomorphic push button (with appropriate Car or Bike icons) to start their shift. Once they have started the shift, the time lapse is indicated through red gradient.

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DRIVE TO IDLE POINT

This screen shows the point to which the driver has to navigate to receive incoming orders after starting his shift.

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INCOMING ORDER

This screen shows incoming orders for a particular restaurant near to the idle point. The driver can pick up the order based on notification of readiness.

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COLLECT ORDER

Once order is collected, the driver shall click on the ‘Collect Order’ button which will trigger navigation to customer location.

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ARRIVE AT CUSTOMER

The driver shall click on the ‘Arrive at customer’ which will trigger a notification to the customer. An option to call the customer is also available on this screen.

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DELIVER ORDER

Once delivered, the “Deliver order” button shall be clicked on to finish the process.

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MENU/NAVIGATION

To easily navigate to other screens of the application.

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PROFILE SCREEN

To check personal information related to oneself.

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Conclusion

In the post facto design phase, this driver app project was not implemented as the parent company, Delivery Hero (Berlin) came up with a unified driver app for all their entities in the Middle East. This was a great learning experience as I was able to indulge with users and understand their pain points.

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