Puffy Delivery Driver
Company: Mr.NiceGuy's headquarter is based in California. They own multiple cannabis dispensaries and Puffy Delivery, a cannabis delivery service.
Product overview: Puffy Delivery Driver is an internal application dedicated to help drivers maintain an easier experience and increase work efficiency when doing deliveries.
The Problem overview: We have in-house delivery drivers that drop-off cannabis to our customers. The problem occurs when the drivers need to use multiple different apps to make payments, messaging system, and using an map app.
Goal: In order to increase the efficiency of internal drivers, our app will solve driver's problem of multiple app usage by giving them a single consolidated app.
Role: UX/UI Designer who worked closely with developers, QA, project manager, and stakeholders.
The goal was to increase the efficiency of internal drivers. We conducted field studies to gather data and concluded that having multiple apps decreased their efficiency to deliver products successfully, which each app having its own problem. To solve that problem, we consolidated multiple apps into one and maintained a problem-free app by constantly testing all use-cases.
My UX Design Approach
👞 EmpathizeWe needed to design an app for our internal drivers so that they can efficiently deliver products. We interviewed drivers and dispatchers and conducted field studies to get more information on their day-to-day tasks. Some of my questions to the drivers/dispatchers were:
- What are some problems you have when using these applications?
- Do you need to track every driver?
- Why is the messaging app so cluttered with messages?
- How often are products delivered on time?
- Can you take breaks enroute?
The main thing I gathered from my field studies and interviews were that majority of the the drivers use Google maps to map the destinations, but they would need to type in the address every time they need to go to a new destination, which can be too time-consuming entering the customer's information and double-checking to make sure it's correct address. And while enroute, their messaging system would get cluttered with messages from dispatchers and sometimes drivers don't see the message because it's cluttered. One example was when a dispatcher sent a message to the driver saying the customer wanted to delay the order, or change directions, but by that time, the driver was already enroute and didn't see the message because the driver was driving. Another problem was that once the driver has arrived at the destination, the payment system they use can take forever to load and constantly crash, so the wait time can average 10 minutes just to make a payment, this will then waste customer's time and delay other deliveries.
I created a user flow to understand what the current process is like for our drivers to make deliveries.
Based on the interviews, I was able to construct personas and their pain points.
Now it's time to turn those pain points into solutions by using "How Might We". How might we notify drivers the important messages? How might we help find the best route for drivers? How might we make payments easier and not crash? How might we help increase driver's efficieny on delivery?
Once we were able to see their process and understand what frustrates them, we were ready to brainstorm some ideas based on personas and data collected. We brainstormed all the ideas together to see what possible solutions we could come up with. We looked into all 3 apps they used and tried to consolidate all 3 into one app, but without the unnecessary features. For example, the drivers can easily see all their deliveries in one go and instantly press "Start delivery" and it'll map their address for them instead of having them type the address, therefore increasing their work efficiency and decreasing typing errors. One idea solution for payments was to have a built in paying method that doesn't crash with scanning ID cards to make sure the product is being delivered to the right person. Another idea solution for messaging was to filter out all the unnecessary messages that aren't important to the driver by only having a conversation that's between the assigned dispatched with the driver. We also made a quick tap to send message. (i.e. when a driver goes to the app to send message to driver, they can quickly tap "On my way ETA {time}" without needing to send the whole text.)
We started designing wireframes and prototyping them out. We have received positive feedback from our drivers and how easy it was to use.
Key Learnings
Field studies were the key learning in this project for me. I was able to visually see their day to day tasks and from those data, I was able to successfully find their problem and solve it.