Improve driver ratings and live recommendations
Project goal
The first goal was to have more transparent driver ratings and implement a grading system with actionable insights. The second goal was to explore real time update systems that drivers are using, and what needs / improvements could be made to give relevant recommendations.
My contributions
As a UX Designer, I Interviewed drivers on their perception on ratings and recommendations. Based on their customer journey I analysed recommendations made before, during and after the trip. Delivered an 80 pages general documentation stating beneficial changes on the recommendations process.
The impact of the research
​The research showed what real time feedback should look like, its content and when should it be show. It also showed how transparency and other factors can be applied to an improved grading system. This generated powerful insights for the company to improve what is measured and rated for drivers, and a more comprehensive view on what to improve for real-time recommendations.
The process
01
Define research domains
We created a detailed research plan and individual questionnaires for experts. We also devised hypotheses and conducted Desk Research and competitor analysis.
02
Expert interviews
We conducted online interviews to management, sales stakeholders, and experts in engineering, digital services, Data/AI and existing customers with years of experience in the tool.
03
Analyse initial hypothesis and create opportunities
We analysed all findings, interviews and research data. We compared our data to the initial hypotheses in the research phase and finally condensed all relevant insights and conclusions.
04
Present key learnings
We presented and handed over all findings, insights, opportunities and learnings to the client in a 40+ pages document.
My takeaways
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Improved research, analytical and interviewing skills.
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This project was interesting because it opened my eyes to how drivers are rated and what they think about it, and also how helpful vs how distracting live recommendations can be. 🚛