The primary challenge was a lack of transparency and understanding into how the courier was performing at any given time. This led to frustration on their part, and in turn, more support calls and a distrust of the Fleet platform. Because the app is used under high pressure situations, it is essential that the information architecture is clear, and in spite of the information density, the desired metrics are easy to find and clearly understood.
The prior version of the app showed the current balance available to the courier that could be transferred to their personal account, but no breakdown of that total was shown, leaving the courier in the dark about how the time they spent making deliveries paid off. Also, the delivery history view was an infinitely scrolling list, grouped by day in reverse chronological order.
In addition, incentives such as the earnings guarantee bonus that applies when, say 13 deliveries are completed within a five hour time period were unclear, requiring a lot of calculation and planning on the courier's part in order to make the extra amount.
I was tasked to work in collaboration with another designer on the team to conduct user interviews, shadow during courier ride-alongs, curate user data, and explore concepts for making improvement recommendations to the app. From there I presented my ideas to the larger Fleet team, and upwards to the Postmates design department as a whole.
The strongest source of data that influenced my design process was personally making deliveries using the platform. This first hand experience really brought into focus the pain points that existed in the app.
I was then able to make informed decisions and use all this information to recommend improvements, mostly working within the existing design system, and only adding new components when necessary.