I started by reviewing the current driver flow and identifying where confusion or errors happened.To better understand real-world behavior, I also joined several drivers on their shifts, including both experienced and new drivers. This helped me observe how they actually use the platform in context and uncover pain points that were not visible from the interface alone.I discussed these insights with the founders and developers, and mapped out the real-world driver journey, including edge cases like:

From there, I focused on simplifying the experience and making the next action always clear.

1. Split the interface into two clear sections

I redesigned the driver interface into:

This helps drivers focus on what they need to do now, without being overwhelmed.

2. Structured task-based flow

I redesigned how status updates work by connecting them more directly to driver actions and system logic.Previously, drivers had to manually press a "Loading" button when arriving at a pick-up location. However, this action was not tied to any other tasks, and drivers often forgot to update it. As a result, we were unable to accurately track loading time.To address this, I removed the manual "Loading" step and introduced an automated solution. When drivers open the platform at the pick-up location, the system automatically updates their status.This reduces cognitive load for drivers while ensuring more reliable operational data.

3. New "Cannot proceed" flow
Instead of relying on "Complete later", I introduced a clearer flow:

This improves operational clarity and data accuracy.

4. Improved route change communication
I explored ways to make route updates more understandable by:

5. Start / End shift improvements
I redesigned the shift flow to create a clearer structure for both starting and ending a shift. Previously, drivers were required to press "Start shift", but "End shift" was often forgotten, leading to incomplete records and operational confusion.To address this, I improved the end-of-shift experience by making the completion of a shift more explicit and structured, helping drivers clearly understand when their work is finished.

I also introduced required photo uploads (interior and exterior of the vehicle) at the start and end of shifts. This creates accountability for vehicle cleanliness and condition, while also providing useful documentation for operations.O verall, the new flow helps ensure more consistent behavior, better data accuracy, and a clearer sense of completion for drivers.

This project helped me understand how important clarity is in high-pressure, real-world environments.I learned how to:

It also strengthened my ability to simplify complex workflows into intuitive experiences.

After testing the prototype with drivers, the next step is to move towards implementation.We are currently aligning with developers to translate the redesigned flows into the existing platform, prioritising the most critical improvements that impact driver clarity and operational efficiency.At the same time, we are exploring the possibility of building a native driver app. While the current platform is browser-based, it has limitations in areas such as GPS tracking and background notifications.