Restructured the Information Architecture of the app and simplified the delivery and payment module to reduce friction, inconsistencies and make it more intuitive by introducing progressive disclosure, step by step process.

These were some of the features and modules that I worked on.

  1. Designed the Voice Assistant module using Voice flow for conversation design.
  2. Driver dashboard with his tasks, progress and goal targets.
  3. Components for different kind of empty states we can have throughout the ecosystem.
  4. "Help Info" onboarding to make the transition to the new app more intuitive and seamless.


Collaborated with 2 junior designer, director of product, product owners, developers and business analysts.


Competitive analysis | User surveys and one-on-one interviews | Personas| User journeys and task flows | Information Architecture | Site Map | Low-fidelity wireframes | High-fidelity mockups and prototypes | Usability Testing and Findings


Redesigned the eoTouch Delivery app to solve the problem statement and enhance the overall experience.



At eoStar I was leading the redesign, for three of their mobile apps - eoTouch Delivery , eoTouch Merchandizer and eoTouch Presell

eoTouch Delivery is EoStar’s order delivery application built to run on iOS devices.

The users are delivery drivers who are picking up orders from the warehouse of distribution centers and manufacturers and delivering them to the customers. These customers can be large retailers like Walmart, Meijer etc and restaurants or small mom and pop shops.

Customer feedback and KPI's suggested that drivers were spending a lot of time at each customer processing the delivery of inventory and collecting payments which led to -

  1. Drivers visiting fewer customers per day, which led to them working over time or not meeting weekly and monthly targets.
  2. It took longer for the retailers to receive the orders.
  3. Customers had to often pay more to the drivers due to more drivers doing overtime.
  4. Customer dissatisfaction and lower sales turnover.
  5. eoStar business taking the hit due to lower customer turnover.

All these reasons led to a product audit and resulted in a proposed redesign and migration from iOS to android.


Supply chain management consists of a number of user groups who are constantly communicating and collaborating with each other. This product was aimed to cater in one of the user groups - THE DRIVERS.

Some of the tasks the drivers perform are -

  1. Validate and record truck inspections
  2. Load inventory into the truck based on orders by following the inventory assignment planning module.
  3. Drive to the various customer on their schedule to deliver their order.
  4. Collect full or partial payment from the customer, which may be in the form of cash, credit, cheque or a combination of these based on the payment rules which can be different for different customers.
  5. May create off-truck orders, if truck has extra inventory.
  6. May create new orders on the app which get pushed to the eoTouch Preseller app for preseller approval before processing for the next delivery.
  7. Complete other tasks like surveys, objectives and action items, which help the customer understand how the various products are doing and help understanding the sales trajectory of products and the customer.
  8. Utilize many plugin-specific features such as Surveys, Objectives, and Action Items.
  9. Track his daily, monthly and quarterly goals to achieve targeted sales to earn bonus other benefits.


Some insights received regarding the product.

  1. The number of tickets being raised increased by 20%
  2. A lot of data discrepancy between the driver app and eoStar ERP.
  3. eoStar as an entire line of products was not catering to all the possible touchpoints within the user journey. Some drivers were using other aps to handle some tasks within the journey.
  4. eoStar had a stagnating customer base, with very few new customer integration due to competition.

Hence there was a company wide audit which led to the following goals.

  1. Reduce the number of tickets.
  2. Increase the number of customer.
  3. Onboard customer on new plugins to engage all touch points of the user journey.
  4. Decrease the time drivers spend at stops.
  5. Increase the number of drivers reaching the weekly and monthly targets.


  1. Collaborated with over 40 customers.
  2. Conducted user interviews and design sessions with over 70 drivers from these customers.
  3. Built personas, user journey maps and interaction maps to understand how they collaborate.
  4. Before redesign, laid out the entire app in the form of screenshots to understand the different modules and data dependency across the app and with Eostar ERP


After talking to users and conducting design sessions, we analyzed the user journeys and broke it down to smaller chunks.


The user journey for the the driver consisted of 8 phases where the phase 6 was the time the driver spent at the customer stop. This was the phase where the drivers faced the most pain points and the main goal of the redesign was also to make this phase more efficient.

" We struggle with collecting payment as, each customer chooses to make payments in different modes and its very time consuming to navigate back and forth in the app to record these"

-John Doe (Driver)

" Making edits in the order while delivery is very difficult in the cases when some of the inventory gets broken or close to expiry"

-Paul Smith (Driver)


  1. Redesigned phase 6 and introduced the ' deliver stop module.
  2. Redefined the information architecture to break down the phase 6 - delivery module into smaller sections.
  3. Introduced progressive disclosure within the delivery module to reduce back and forth friction across the app.
  4. Redesigned the payment module to make it more dynamic and accommodate scalability of payment for different customers.


These wireframes played a vital role in enhancing the user experience as it went through several rounds of customer interviews and iterations.

I also used wireframes as an early feedback mechanism tool for usability test.


I had started building a brand new design system for eoStar and updated with components as we when went through the visual design stages.

  1. Introduced a progressive disclosure to avoid the drivers from having to go back and forth between the various steps.
  2. Redesigned the payment module embedded in it to make it more dynamic and modular so it satisfies more number of use cases.


  1. We released the features on a prioritized manner based on customer needs.
The first response to the changes was very positive. 
Few weeks after implementation, they came back to us to tell us that the delivery flow has become faster. It redued the amount of time driers spend at customer stops by 60%.
  2. They are having to type less and it has become a more intuitive flow. 

  3. Increased the number of customers opting into the entire app with all plugins by restructuring the app and designing new plugins for end-to-end integration. This increased the customers by 23%
  4. Increased the number of drivers reaching their target by 37%.


  1. The payment module had a lot of different diverse use cases encompassing different types of information and process.

  2. Documenting the diverse feedback from the many customers was also a challenging.

  3. State management was also something that needed back and forth iterations to get right and fully formulated.


  1. There were new opportunities to explore and understand on the driver dashboard and how we can leverage the data to give the drivers, their supervisors and add another layer of insights on the eoStar ERP.
  2. The Voice assistant had some opportunities to make it more efficient to increase the scope of functionality.

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