Designing an app
Multi-Gig Drivers
COMPANY
Roadie x GaTech
ROLE
Research Assistant
EXPERTISE
UX Research
YEAR
2024
Project description
Roadie (UPS) is a last-mile logistics gig company aimed at connecting independent gig drivers (e.g. Uber, InstaCart) with large enterprises (e.g. Target, Home Depot). As the company looked to scale, they needed a path-finding team to investigate a a specific type of gig-delivery type of drivers whose work strategy involves accepting multiple gigs from different rival platforms. These drivers switch between the apps looking for new gigs, sometimes while driving. Roadie wanted to know if we can design a product addressing their exigent needs to enhance user experience, streamline gig discovery, and increase driver safety and satisfaction.
Challenges
How do we balance driver's safety and discoverability of as many potentially good gigs as possible? Each phone can have one app open at a time, making it difficult for drivers to navigate and discover new gigs.
Ways of working
Multi-apping requires much of the driver's attention and can become difficult to successfully employ while staying profitable and safe.
Process
This category details the step-by-step approach taken during the project, including research, planning, design, development, testing, and optimization phases.
Research & Planning
Planning phase followed a standard double-diamond design approach. This was designed by me and the product manager.
We conducted competitive analysis to understand problem space and to identify existing challenges and market trends. I interviewed drivers to learn gig-driving strategies and user preferences, qualitative coding and analysis were my responsibility. An affinity map was made an analyzed for preliminary pattern recognition and design ideas. These informed us to be able to define target audience and helped outline key features based on user needs and market trends.
Design & Prototyping
Collaborated with designers to create intuitive user interfaces and interactive prototypes. Some of the storyboards, wireframes and prototypes were my impact, but the primary design burdens were taken by our designers. Iteratively refined designs based on user feedback sessions to enhance usability and visual appeal. I conducted the feedback sessions, analyzed the data, and extrapolated design implications.
Solution
The resulting platform integrating prototype presents a seamless user experience, allowing drivers to effortlessly discover and manage gigs from multiple gig platforms with high levels of customizable UX.
Unified Dashboard
One dashboard to rule them all. Seamless integration with popular gig platforms such as UberEats and InstaCart. This lets the driver browse and accept the best gigs without having to switch between apps.
Real-Time Dynamic Navigation
Drivers can now accept relevant gigs mid-drive with minimal cognitive effort, and the app dynamically alters route. Also, lets the drivers navigate using the same app as one they accepted the gigs in instead of switching to a 3rd party.
Advanced Gig Filter System
Customizable settings allow users to tailor gig preferences and priorities to their unique needs.
Results
Drivers brought for feedback sessions expressed surprise and overwhelming approval from the design. Many were audibly hopeful to see the prototype become commercially available.
Research and prototype successfully handed over to Roadie's UX and Design team for further analysis and testing (Dec 2024).