As part of our continued effort to improve the driver experience, this project introduced two high-impact features to the Dispatch driver app:

1. Driver Score: A transparent, real-time metric that highlights how well drivers are performing across key areas like punctuality, order completion, and acceptance rate.
2. Instant Pay: A feature allowing eligible drivers to cash out their earnings immediately, increasing flexibility and reducing friction in the payment process.

These additions were created in direct response to driver feedback and business goals around improving satisfaction, engagement, and retention. This work also prompted a broader UI modernization, where we aligned our design with more native iOS and Android components to increase system compatibility, reduce maintenance, and improve usability.

My Role

As the sole design lead, I owned the full UX and UI process from discovery through delivery. I collaborated closely with engineers, product, and support to ensure both features were intuitive, technically feasible, and scalable.

---

User Feedback & Insights:

I sourced feedback from multiple channels to include but not limited to user interviews, support tickets, driver app store reviews, bi-weekly driver webinars and internal surveys to validate the need for greater transparency in performance metrics and faster access to earnings.

Key Research Questions:

1. Do drivers understand how their performance is evaluated?
2. How do current payout timelines impact driver satisfaction?
3. What motivates drivers to continue accepting jobs with Dispatch?
4. What transparency or control features are missing from the current payout process?

Findings:

1. Many drivers expressed uncertainty around how they were being rated or evaluated.
2. Drivers often cited slow payments as a reason for dissatisfaction or disengagement.
3. There was a clear demand for gamified, goal-oriented feedback loops and financial flexibility.

Feature Requirements

Collaborated with product, engineering, and support to define key functionality, eligibility rules, and edge cases for both features.

User Flows

Mapped the ideal user experience for accessing and understanding their Driver Score and cashing out earnings through Instant Pay. Prioritized clarity, simplicity, and minimal friction.

Driver Score:

Designed a card-based view that displays a driver’s overall score, performance breakdown, and tips for improvement.

Used color cues and simple language to make the score easy to interpret at a glance.

Instant Pay:

Originally designed as a flexible, card-based payout system with multiple payout options.

Integrated into the Earnings tab under a new Payouts sub-tab for better visibility and separation from historical earnings data.

Designed confirmation modals, error handling, and status feedback to build trust around the payout experience.