With the Driver App, drivers could reserve Smart Zones near their destination before they arrive. My task was to consider what the driver would need to know when they arrive at the zone and to design the screens they would see upon arrival. I created user flows to understand the steps that would occur in the app before and after arrival as well as the real world situations the driver might find themselves in.
In this iteration of the arrival screen the user could now see where they were in relation to the Smart Zone.
Prior to this version, there wasn’t a way to know why the zone didn’t work out for the driver and an alert would be sent to the enforcement app (we didn’t have users at the time so this wasn't a pain point yet). I proposed adding the interstitial to inquire why the booking was canceled so we could be sure enforcement needed to be alerted.
Through driver feedback we learned that the time to complete a delivery can vary widely, so selecting the time they needed for their task and “feeding the meter” was a pain point. As a result we changed the payment process to charge for the time used rather than the increments of time the driver thought they would need. This allowed us to simplify the arrival flow to begin at the Smart Zone card. I designed the various states of the zone card that were dependent on where the user was physically.
Part of the appeal for cities to use Smart Zones is the flexibility to change regulations to these zones through the app. When a city introduced complex regulations, I was tasked with finding a way to display this in our UI and took the opportunity to further clarify what was allowed at the Smart Zone. I created a mind map to think through the hierarchy of information we should display to answer the questions a user might ask. Prior to this design, a user wouldn’t know why a zone that appeared empty was not available to them which was an issue especially when the zone was reserved while another driver was on their way.
Data generated by drivers in the Driver app is displayed in the web app for cities to analyze.
When we began looking into how we could improve the sign up flow, I sought to learn from our user analytics to help us know where we might focus our attention. I found that we didn’t have the right events in place to help us understand usage patterns. So I came up with a list of questions and the events we would need to track in order to answer those questions.
This is the screen that was implemented at the time of the usage data analysis and it had not been updated since I joined the team. With more thorough event tracking in place I found that we lost a lot of users on the first screen. However, we didn't loose as many users once they started the sign up process.
I started with a few explorations to think through how we might improve the rate of users starting the sign up flow. At the time, the only information a driver might have was the sign at the Smart Zone that just told drivers they needed to use the app, so I wanted to add more information about what the app did. We decided to have users log in or sign up from the first screen (option 2) to see if that would improve signups before exploring the option to view the app before signing up (option 3).