Reducing delivery costs through better driver scheduling
UX Lead — responsible for the end-to-end UX process.
Android driver app
Reduce Cost Per Delivery (CPD) by improving driver supply management.
The driver shift booking feature is still used today through Orderin’s partnerships with Pick n Pay and McDonald’s.
Orderin had hundreds of active drivers, but poor scheduling created major inefficiencies:
The business proposed a shift booking system to control driver supply — but the initial prototype was difficult for drivers to understand.
My role was to redesign the experience so that drivers could quickly understand, book, and manage their shifts.
Before design involvement, a working prototype had already been developed and tested with drivers.
While the concept worked operationally, the experience had several problems:
These issues created friction and risked low driver adoption.
To understand the problem space, I conducted a lightweight discovery phase.
Reviewed competitor platforms including:
This helped identify common patterns for driver scheduling and performance tracking.
Aligned with business stakeholders to understand:
Using the beta prototype, I conducted quick usability tests with drivers to evaluate:
Research revealed several critical issues:
The system failed to communicate how earnings were calculated.
The system failed to communicate how earnings were calculated.
The interaction required a complete redesign..
Drivers preferred the word “shift” instead of “time slot.”
Notifications and performance clarity were essential.
Based on research insights, I defined several core user needs.
Drivers needed to:
These needs were translated into user stories and task flows that guided the design
I followed a lean UX approach, rapidly producing concepts that could be tested quickly.
The design focused on three principles:
Drivers should instantly understand shift availability.
Booking a shift should require minimal interaction.
Drivers should clearly understand their schedule and hours.
The redesigned system introduced a simple and intuitive shift booking experience.
Drivers can immediately see:
Colour coding makes status easy to understand.
Drivers can:
This significantly reduces friction during scheduling.
Drivers can see:
Helping them plan their work week more effectively.
Testing process
I tested the prototype with 6 drivers in one day, recording screen activity, audio, and video.
Insights from testing informed the final refinements.
The shift booking system enabled Orderin to better control driver supply and improve scheduling transparency.
The feature remains in use today through Orderin’s partnerships with Pick n Pay and McDonald’s, demonstrating the long-term value of the solution.
This project directly connected UX improvements with operational efficiency.
Quick guerrilla testing exposed major problems in the beta prototype.
Small changes in terminology significantly improved comprehension.
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