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.

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

SOLUTION

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

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

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"
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-John Doe (Driver)

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

DELIVERY FLOW :

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.