Simplifying a Complex Driver Workflow for Real-Time Delivery Operations

Improving the driver experience by reducing errors and increasing clarity in a real-time logistics platform
Date: 2026
Duration: 2months
Client: Foremore

About the project

Foremore is a logistics SaaS platform that connects merchants, operations teams, and drivers for on-demand deliveries.I worked closely with the founders and developers as a Product Designer to improve the driver experience on the platform. The driver is browser-based and used in real-world delivery situations, where clarity and speed are critical.

Problem

Drivers were often confused about what to do next and sometimes forgot to update important statuses such as "Loading" and "Delivering".This caused several issues:
  • Incorrect ETAs for customers
  • Missing operational data (e.g. loading time)
  • Increased dependency on operations team communication
  • Friction when routes changed during the day
The platform also showed limited route information and unclear notifications, which made it difficult for drivers to understand what had changed.

Drivers often miss or rush through the loading step, leading to poor data accuracy.

Drivers often miss the “Delivering?” action, leading to inaccurate ETAs.

Goal

The goal was to create a clearer and more structured driver experience that:
  • Reduces mistakes and forgotten actions
  • Guides drivers step by step during their shift
  • Improves communication of route changes
  • Supports real-world, dynamic delivery conditions

Process

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:
  • Multiple orders at once
  • Route changes during delivery
  • Failed pickups or deliveries
From there, I focused on simplifying the experience and making the next action always clear.

Solution

1. Split the interface into two clear sections

I redesigned the driver interface into:
  • "What’s now" → focuses only on the current task
  • "Route" → shows upcoming stops with limited details
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:
  • Drivers can select reasons (e.g. cancelled, no stock, damaged)
  • Orders can be properly marked as not completed
This improves operational clarity and data accuracy.

Outcome / Learning

This project helped me understand how important clarity is in high-pressure, real-world environments.I learned how to:
  • Design for dynamic and unpredictable situations
  • Balance business needs, operational constraints, and user needs
  • Work closely with developers to create realistic, implementable solutions
It also strengthened my ability to simplify complex workflows into intuitive experiences.

What’s next...?

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.
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