logo_postmates

Postmates Fleet

Redesigning the Fleet App for a courier-first experience.

The heart of Postmates lies with the couriers. This was the first redesign since the app was built.

I led the redesign of the original Fleet app (which previously wasn’t designed by designers). I worked with one other designer on redesigning the Fleet app to improve the experience and integrate product optimizations in delivery (such as batching orders) to scale the business.

The problems were intellectually difficult and in a world of edge-cases, but incredibly rewarding. I owned design on the Android platform (majority of the couriers use Android) and on a few key features that were cross-platform. 

The heart of Postmates lies with the couriers. This was the first redesign since the app was built.

I led the redesign of the original Fleet app (which previously wasn’t designed by designers). I worked with one other designer on redesigning the Fleet app to improve the experience and integrate product optimizations in delivery (such as batching orders) to scale the business.

The problems were intellectually difficult and in a world of edge-cases, but incredibly rewarding. I owned design on the Android platform (majority of the couriers use Android) and on a few key features that were cross-platform. 

ROLE
Product strategy, interaction design, research, prototyping

COllaborators
Product, engineering, design

Success metrics
It’s often difficult to quantify the success of a redesign in the short-term. Our metric was stat sig neutral on percent of jobs accepted. Percent of jobs accepted increased 😊

Platforms
iOS, Android

FleetHeroImage

problem
User problem: the original app had usability issues which caused high support volume
Business problem: the app tech infrastructure and design wasn’t built to scale or incorporate product optimizations

who it's for
The entire Postmates' courier-base, also known as the Fleet

objective
Redesign a courier-first experience without negatively impacting metrics.

FleetImage

Redesigning the Offline Experience

I explored a few interactions to go from the Offline state to the Online state. The motion design of this final deliverable met user needs of viewing map hot spots prior to going online while making the Newsroom cards easily accessible. This motion addressed business needs of having couriers access viewing blitz areas on the map easily in the Offline state and creating an experience that doesn't distract users from going online.

Redesigning the Offline Experience

I explored a few interactions to go from the Offline state to the Online state. The motion design of this final deliverable met user needs of viewing map hot spots prior to going online while making the Newsroom cards easily accessible. This motion addressed business needs of having couriers access viewing blitz areas on the map easily in the Offline state and creating an experience that doesn't distract users from going online.

Redesigning the Essential Offers Experience

An “Offer” is where the courier is offered a delivery and has a limited amount of time to accept or decline. This is a business critical feature, so it was important for the visual hierarchy to amplify the information hierarchy. When an Offer is received, the card replaces the existing card. It’s intentionally a different color to differentiate it from the rest of the app experience.

Our success relied on this feature -- and offer acceptance not decreasing. I did extensive solution exploration and user research, which resulted in offer acceptance increasing.

Redesigning the Essential Offers Experience

An “Offer” is where the courier is offered a delivery and has a limited amount of time to accept or decline. This is a business critical feature, so it was important for the visual hierarchy to amplify the information hierarchy. When an Offer is received, the card replaces the existing card. It’s intentionally a different color to differentiate it from the rest of the app experience.

Our success relied on this feature -- and offer acceptance not decreasing. I did extensive solution exploration and user research, which resulted in offer acceptance increasing.

Fleet_deliverables

Marking an Order Pickup 

The final motion deliverable for marking a pickup turns the button into the green checkmark indicating that the order has been picked up. It’s possible a courier may mistakenly tap Picked Up, especially when they’re in a hurry, so I designed an “undo” interaction where a user can tap on the collapsed card to unmark their pickup. Without this, we risked an increase in Support costs.

Marking an Order Pickup 

The final motion deliverable for marking a pickup turns the button into the green checkmark indicating that the order has been picked up. It’s possible a courier may mistakenly tap Picked Up, especially when they’re in a hurry, so I designed an “undo” interaction where a user can tap on the collapsed card to unmark their pickup. Without this, we risked an increase in Support costs.

Marking an Order Pickup 

The final motion deliverable for marking a pickup turns the button into the green checkmark indicating that the order has been picked up. It’s possible a courier may mistakenly tap Picked Up, especially when they’re in a hurry, so I designed an “undo” interaction where a user can tap on the collapsed card to unmark their pickup. Without this, we risked an increase in Support costs.

Marking an Order Pickup 

The final motion deliverable for marking a pickup turns the button into the green checkmark indicating that the order has been picked up. It’s possible a courier may mistakenly tap Picked Up, especially when they’re in a hurry, so I designed an “undo” interaction where a user can tap on the collapsed card to unmark their pickup. Without this, we risked an increase in Support costs.

Selected Works

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