OjaExpress
OjaExpress is a digital marketplace for ethnic and cultural groceries. The company is looking to expand and hire drivers. However, there is no driver app. This is where I came in! I created Hi-Fi mockups to guide them when they are ready to develop the app.

Disclaimer: This is not final version; font display and some actions/processes are not completed. However, the designs get the big picture across and serve as a guide to the OjaExpress. Any changes made to the design after handing it off them will not be discussed with me.
Research
Video Interviews
I conducted video interviews with drivers from: Ubereats, Postmates, Amazon, Doordash, Instacart, and GrubHub.

I wanted to know their pain points, feature request, and how they performed certain actions. The most important actions being how they accepted and completed a delivery.

Pain Points
1. Driver does not know the exact address of dropoff before accepting order.
  • If the drop-off location is too far then sometimes the driver will cancel because it is not worth it to them.
  • Will also cancel if handling multiple orders and the customers are not close to each other
2. Communication can be confusing as there are 3 people to contact.
  • For example: Customer can either contact the company, driver, or restaurant. The Driver can either contact the company, customer, or driver.
  • There are no strict guidelines or process on who to contact and under which situations which causes a lot of confusion and frustration for all parties.
3. Ratings System
  • Views ranged from it's pointless to meh. The drivers really had no idea if ratings contributed anything positive or negative. However, none of them had a bad score so it was difficult to speak from experience if bad ratings would affect them.
Final Thoughts
The interviews helped decide to include the following in the driver app:

1. Dropoff location before accepting orders
2&3. Include ratings and ways to communicate with all parties in the design since it was version 1, but strongly express to the founders what the issues are with communication and ratings. Therefore, in the end they can make the decisions that they best see fit.
First and Second Versions
First Version
I discussed the design process with the team and giving the limited amount of time, they did not want to see sketches, wireframes, etc. Therefore, I went straight to hi-fi designs. I drew inspiration from the consumer app in regards to color scheme, buttons, white space, and the overall simplicity of the app.

These are the screens that went through the biggest changes. They include (from left to right):

1. Collecting information for the driver
2. Adding the VIN
3. How the driver see's the order when arriving at the grocery store
4. Confirm order
5. History of orders
6. Contact screen
Feedback
I used the high priority tasks to get a better sense of what to include in the MVP.

1. Finding the VIN is difficult
  • The driver should upload their insurance document/card which has the VIN on it.
2. The items ordered does not need to displayed
  • We all know from experience that mistakes happen so I wanted to prevent that by having the driver double check. However, it's not done that way for a reason which is time.
  • By removing this step the process will be faster for both the driver and grocery store when the driver picks up the order.
3. No barcode needed
  • The CTO wanted to use a barcode, but when we talked about the hurdles it seemed easier to just do a swipe motion to complete an order
  • We had to take into account if the barcode didn't read correctly, would the driver need to scan every bag, etc
4. Change earnings focus to weekly not daily
  • To create a more similar experience as it is how it's done in other apps and even day jobs.
  • Definitely needs to be more detailed!
5. Question mark should not lead to communication options
  • I wanted the driver to not have go through multiple screens to contact someone. However, from the user interviews the participants said they rarely needed to make contact when en route or dropping off. Most the communication happened when at the business.
Second Version
1. Entering vehicle information
  • Changed format to input fields
2. Removed items ordered
  • Added swipe button to complete delivery, cancel action, and report issue.
  • The driver can also see notes, the grocery store address, and can contact them from this screen
3. Earnings
  • This is what the driver see's when they go to their earnings. From there they can view daily earnings
4. Accepting orders
  • This screen is still up for debate. I created two versions. The driver can either accept or decline each order individually or do checkboxes.
5. Screen when it route
  • Added a navigate button so driver can choose which map to use. They can also swipe up to view more about the order
  • Removed question mark
6. Change font color on buttons from white black
  • I try to make my design as accessible as possible. Black text is more accessible.
  • However, white seems to pop out more. I made the team aware of this.
Other Screens
Main Menu and Wallet
1. Main Menu
  • Driver can access earnings, wallet, account details (profile), settings (document management).
  • Driver can call OjaExpress from here.
2. Wallet
  • Balance details takes the driver to the earning for that week.
  • History takes the driver to their over earnings history, not that particular week.
    Onboarding
    The background is white to resemble the color scheme similar to the customer app. The fourth photo of the screen drivers see to complete the process before they can drive.
    An Assortment
    From left to right:

    1. First version of accepting orders
    • The biggest pain points from the participants in my interviews were that they were not able to see the address of the customers.
    • I feel very strongly that this should be included. However, the founders have voiced their concerns that since the app is focused on underserved communities them some drivers might not feel safe when driving to certain neighborhoods.
    • The company does not hide who their target is and I think it's be to expected with any delivery app.
    • In the end, I did remove the address.
    2. Trip details
    • Exact $$ details are still being figured out, but I felt that this was a good starting point.
    3&4. Completing the order
    • This process isn't completed.
    • While designing this the idea is that the driver gets there then a time starts. If it gets to 0 then the driver is prompted to take a photo of the bags and send them to the customer with a note.
    Conclusion
    This was my first paid project and although I couldn't see it threw to the end, it was still an remarkable experience. I really value the mission of OjaExpress, they are providing comfort and good food to underserved communities. This is what the world needs!

    I wish I could've done more user research, testing, play around more with font, and finish some of the processes such as completing an order. This project is complete in the sense that it gets the job done. The foundation has been laid for the OjaExpress team to develop the app and make changes as they see fit. The team was extremely happy with what I gave them. It was a rewarding feeling!

    Once the driver delivery app is out, I will link it here. Till then if you have any questions hit me up!
    Made on
    Tilda