Postmates
Postmates Fleet is the app couriers used to complete deliveries, and track their earnings. From personally making deliveries, to shadowing couriers, conducting interviews, and analyzing data, I was able to learn what they needed most from the app used to complete deliveries, and track earnings.
- User Research
- User Experience
- App Design
If you dream It, Postmates can deliver it
Embedded Research
The 150,000+ couriers using the Fleet app struggled to get a clear understanding of their performance and track their earnings. This led to frustration on their part, and in turn, more support calls and a distrust of the Fleet platform. As a business, courier efficiency and longevity correlates to better outcomes on the customer side.
As the lead designer on this project, my goal was to increase courier engagement by 2x and reduce customer support calls related to earnings by 30%. More broadly, to build a trusted platform that couriers would choose over other market options.
I began with conducting user interviews, shadowing during courier ride-alongs, and curating user data to understand the opportunities for improvement. A valuable part of the process was personally making deliveries using the platform. This first hand experience really brought into focus the pain points that existed in the app.
Through whiteboarding sessions and creating Figma prototypes, I explored concepts for making improvement recommendations to the app. Throughout the process I presented my concepts to the Postmates design team and aligned with product management to ensure alignment was maintained.
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.
It is very difficult for couriers to know how they are performing. They are required to manually calculate earnings, and to complicate things further, tips can resolve days or weeks after the delivery was completed.
Dashboard
The dashboard gives the current balance priority as cashing out is the most common action couriers take. 70% of transfers are instant pay in spite of the 50 cent fee.
Deliveries
The deliveries view shows the total earnings, breakdown, and stats for the most recent active day. Below that, grouped by day, are the other deliveries from that week. The delivery detail for chained deliveries has a timeline showing pickup and drop off timestamps.
Earnings
Tapping the information icon near the date header brings up a summary of the earnings for that day. This gives Postmates insight into how they performed on a given day and how their total earnings were created.
By tapping the calendar icon in the nav bar a picker comes up showing earnings by week, in reverse chronological order. This is useful as it gives quick insight to past earnings as well as progress for the current week. Couriers can measure this against their own goals.
Deposits
The deposits view shows both cleared and pending deposits grouped by month in reverse chronological order. The deposit detail view shows which deliveries, bonuses, and incentives made up the total amount of the deposit.
Guarantees
It’s currently extremely difficult for couriers to know which deliveries count towards a guarantee bonus, leading to them contacting support for clarification. This guarantee detail shows which deliveries counted towards the incentive, and which were out of the zone and did not count.
More Work
