Pro Driver

Driver Sales and Delivery App
Project Overview

Pro Driver is part of a wider suite of apps used by Proto Energy to deliver Liquid Petroleum Gas (LPG) to retailers and end users.
The 1,000+ Proto Energy drivers mainly use the application to:

  1. Deliver products directly to retailers and end users.
  2. Receive payments for goods delivered.
  3. Get their vehicles loaded and offloaded.
  4. This app interacts with the Pro Inventory Android application (view separate case study) during loading and offloading of the vehicle used by the delivery person.

This was a redesign of an already existing application.

My Contribution
UX Research
UI Design
User Testing
Tools Used
Figma
Useberry

Project Goals

The goals of the project were:

  1. Eliminate the reliance on the sales driver in customer acquisition, selling,  and maintaining the relationship with the customer.
  2. Gain more control over the product delivery process by being more prescriptive over the orders being delivered at any one time.
  3. Increase the number of customers a driver can serve by reducing the number of things they need to remember.
  4. Providing visibility to business on the driver’s progress in fulfilling their orders.
  5. Providing the user with feedback on how they are doing throughout their day and what they need to do to improve
  6. Reduce the number of mistakes the drivers make when serving customers and delivering products.

Business Needs

The business was moving from a sales model where the driver collects the orders and fulfils them to a model where the orders are collected by the business directly through a call center and orders are routed to the drivers for delivery. This project aimed at changing the driver from a sales person to a delivery person thus giving the business more control over the customer acquisition and sales processes.

Users

This web dashboard is used by:

  1. Bulk drivers delivering gas to retailers
  2. Retail drivers delivering gas cylinders to customers in their homes
James Kamau
Sales Driver

Bio
Age: 31
Gender: Male
Tech savviness: Low

About James
James is a Delivery Sales Driver (DSA) at Proto Energy. His job entails:

  1. Finding new retail customers to sell the company’s products to.
  2. Collecting orders from his list of retail customers.
  3. Delivering products to the retail customers  on a daily basis
  4. Collecting payments from the customers and reconciling the payments with the Finance department.

User Pain Points

  1. Finds the current app difficult to navigate because of the many convoluted flows they need to go through to complete a sale.
  2. Finds it difficult to locate the retailers and needs a map to trace the retailers who are nearest to him.

Insights from user research

  1. The drivers needed to perform many complex tasks in order to sell successfully. This meant that only highly skilled  and experienced drivers had success in the market. Reducing the number and complexity of the tasks they needed to do would expand the pool of drivers that would be successful in their jobs.
  2. The drivers didn’t always follow instructions given to them and sometimes  failed to serve the clients as expected by business. This results to increased customer complaints and poorer customer experience. Business needed  a way to gain more visibility on driver activity while still keeping drivers motivated to deliver.

The Shipped Solution

Color coded orders in news feed style to make it easier to track which customers are near the driver
Orders progress bar to show how many orders are complete and how many are still pending
💡 The first iteration did not contain the map view. It came  based on feedback gathered from business and the engineering team.

The end result was a design that is familiar to the user but with a better user experience that that was lot easier to use.

The order details page contains an easy way of contacting the customer without having to navigate away from the app.
It also has the ability to navigate to the customer location straight from the customer page on the app.
In addition to this, it has a clear list of items they will deliver to the customer with pictures  to reduce the possibility of errors in during delivery.

These screens were there on the first iterations but were removed based on business and user feedback that the process was too prescriptive.

Payment screens that have guiding graphics and are segmented into multiple pages to reduce the users’ cognitive load. The designs intend that  the payment process is clear, easy and reduces the chances for mistakes.

The end result was a design that is familiar to the user but with an better user experience that is less error-prone.

Like what you see?

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LinkedInBehance+254 722 747 849+1 (306) 717 0411