ROVA Driver Application
How can we improve our beta for our drivers?
ROVA
11/2017 ~ 04/2018
Redesign the beta driver application
UX Research, UX/UI Design, Product Design
ROVA is platform that provides last-mile delivery for businesses by utilizing independent contractors who deliver items from point A to B.
My first project to tackle was giving the first beta UI a face lift and incorporating some of the findings that were discovered during a couple of earlier field tests that were conducted prior to my onboarding. The voices and concerns of the drivers is what led to the need of the facelift.
Previous user research encompassed a hybrid of an interview and live field testing in which the team sat with a driver and conducted a fake delivery. I personally was not involved in this round of field testing, but below is some of the findings I used to address the UI and visual design issues that were affecting the UX.
Each team member was given the same print-out script to ask the drivers. Each driver was given the same three scenarios and follow up questions to their experience.
Preliminary questions were asked as well - but it did not contain any specific demographic data. Based off observation and time with the drivers, all the drivers were male and there equal ratios of iOS users and some Android users.
As we have tested with two people, we came up with two personas to work with considerations of generalized statistics about the driver demographic (ex. majority of drivers identify as male, and between the ages of 20-45, etc.)
TOP 3 IMPORTANT ITEMS:
1) Little interaction as much as possible during driving - less distraction during driving. Quick information is better.
2) Information provided to driver, example: How many hours drove; how many hours in a ride. The more data possible the better for the driver.
3) Look & feel of the application.
TOP 3 IMPORTANT ITEMS:
1) Tell them how much they would make.
2) Less buggy experience.
3) Accuracy of GPS.
Overall, the features and system provided at the time supported a couple main items in the cycle of completing a delivery:
1) Driver was able to login.
2) Accepts a delivery.
3) Picks up the delivery.
4) Drops off the delivery.
The drivers generally enjoyed the simple aesthetic of the application, but some mentioned that it "kind of looks like Craigslist". However, Craigslist's goal is to facilitate sales between the buyer and seller through its simple UI, and building trust between the buyer and seller.
While this method is very hands off which allows the user a lot of freedom and necessary actions to constantly communicate with the seller/buyer. In contrast, the ROVA driver application requires a little more tools and visual indications to address some of the pain points the driver mentioned about the beta's overall aesthetic.
Overall, the features and system provided at the time supported a couple main items in the cycle of completing a delivery:
1) Driver was able to login.
2) Accepts a delivery.
3) Picks up the delivery.
4) Drops off the delivery.
The exercise here is to identify what each type of user would experience in the timeline and what interactions would affect the other parties involved. This helped us better compile appropriate messaging in the interface as the platform in a sense acts as a communication tool for all individuals involved.
As a team, we identified how we wanted to present ROVA as a company, and what types of colors would scale over to the customer facing platform as well. Leadership focused on delivering luxury and quality experiences which led us over to the royal-feel of a blurple majority UI.
As a team, we identified how we wanted to present ROVA as a company, and what types of colors would scale over to the customer facing platform as well. Leadership focused on delivering luxury and quality experiences which led us over to the royal-feel of a blurple majority UI.
As a team, we identified how we wanted to present ROVA as a company, and what types of colors would scale over to the customer facing platform as well. Leadership focused on delivering luxury and quality experiences which led us over to the royal-feel of a blurple majority UI.
As a team, we identified how we wanted to present ROVA as a company, and what types of colors would scale over to the customer facing platform as well. Leadership focused on delivering luxury and quality experiences which led us over to the royal-feel of a blurple majority UI.
Once we nailed down our major use cases, it was time to take our interface out for a test ride (no pun intended).
Bringing the product out into the wild helped us reveal some use cases and behaviors that we otherwise would have not been able to pick up on in a controlled environment.
If the driver had accepted an order in an area where there is no service (like an underground parking garage for instance), there was a lack of certainty for the driver whether or not that order had been accepted.
At the time that this was tested, I noticed some behaviors/actions where it was quite rigid for the user to be bouncing back and forth from ROVA to their choice of navigation.
When the driver arrived at the final destination for drop-off, a bug occurred asking the driver to "Try Again" after tapping "Drop Off Item". This prevented the driver from gathering a signature and receiving the proper feedback that their have completed the order.
