Behind the Wheel

After conducting numerous interviews with internal employees, including former delivery drivers, law enforcement, and future customers, I discovered that safety was a top priority. Clear visual communication was essential to assisting drivers while they were en route, ensuring a safer and more efficient delivery experience.

Connecting the Dots

One of the greatest advantages of this business was the flexibility it offered delivery drivers—allowing them to work whenever they want, however they want, using their own vehicle.

Mapping the Miles

The delivery process can take many unexpected turns, from heavy traffic and bad weather to arriving ahead of schedule. Using insights from my interviews, I created a customer journey map and shared it with my team to better anticipate and address potential challenges.

Designing for Every Driver

Along with the customer journey map, I created a user persona sheet to represent key driver types, ensuring the design aligned with their unique needs and behaviors. One persona focused on younger drivers, such as college students looking for flexible work to earn extra cash for books and tuition. The other represented a more experienced driver, possibly a former truck driver, seeking to leave large delivery firms in favor of a more independent and flexible schedule.

Charting the Route

To map out the driver delivery experience, I created a detailed flowchart that outlined each step of the process, from order acceptance to final delivery. The flowchart visualized key decision points, such as route selection, handling delays due to traffic or weather, and customer communication, ensuring a comprehensive understanding of the journey. By breaking down the entire workflow into clear, sequential steps, I was able to identify potential friction points and areas for optimization. This structured approach helped align the team on the end-to-end driver experience, allowing us to design solutions that improved efficiency and ensured a seamless, user-friendly delivery process.

After mapping out a flowchart for the delivery driver experience, I translated the journey into a wireframe, outlining key screens below. One of my more creative ideas was a Tinder-like job selection screen, where instead of swiping right, drivers would turn a virtual steering wheel in the direction of the package they wanted to accept. While this concept added a fun, immersive interaction, it was eventually ruled out due to technical constraints and the need for a more practical, scalable solution.

View Prototype ->

Keeping Drivers Safe

I’ll Go Get It associates (dispatchers) needed a way to assist drivers during on-the-road emergencies. I was especially excited to take on the challenge of designing a UX for an interactive map, allowing dispatchers to track and support drivers in real time. Below, you’ll see how I mapped out the "Rescue Mission" process—an emergency response system designed to coordinate efforts between dispatchers, the driver in need ("Rescue"), and the assisting driver ("Rescuer"). To ensure seamless task completion, I introduced a handoff system, enabling dispatch to reassign a delivery from the driver in need to a new driver (Rescuer). This manual intervention allowed the delivery to be successfully completed without delay, while ensuring the original driver was not penalized with a negative rating due to an unforeseen emergency.

Screenshot taken from prototype

defining logistics: together

I collaborated with a junior designer to map out all logistical edge cases, such as what happens if a package didn’t fit in a delivery bag or if it was damaged during transit. Together, we explored different solutions, ensuring clear protocols were in place for drivers and dispatchers to handle these scenarios smoothly. We also worked through the app’s money flow, determining how payments, refunds, and driver compensation would function to create a seamless financial system.

View Prototype->

a day in the life

I'll Go Get It was the last job where I worked in a physical office; since then, I’ve been fully remote, working from my home studio. During my time there, I collaborated not only with the internal team on-site but also managed and reviewed the work of multiple outsourcing teams on a daily basis.

Beyond the Build

I gained valuable insights from this project—while it never progressed beyond the first batch of users, it provided an incredible opportunity to sharpen my leadership skills and mentor my teammates. I also learned that when designing for real-world scenarios, there are countless edge cases that must be carefully accounted for. If I were to build this again, I would focus on solidifying the application's fundamentals before expanding into new features, ensuring my team wasn’t spread too thin. Beyond that, one of my biggest takeaways was understanding how logistical data flows through a system, which proved to be one of the most valuable learning experiences of the project.