NEXT Trucking
NEXT App Redesign
NEXT Empowers drivers to secure jobs and support their families through a dedicated marketplace.
Context
Despite being a traditional industry, truck drivers currently rely on paper documents as proof of work to ensure timely payment.
Timeline
5 sprints (10 weeks)
The Team
PMs (across teams), 6 Engineers, PMM
My Role
Senior Product Designer
A Lose-Lose Situation
Drivers didn’t get paid on time
Despite NEXT offering a Quick Pay feature promising payments within 3-5 business days, the average payment processing time for drivers extended to 7-12 days, resulting in a significant influx of complaints, and a 0.2 drop of app rating.
Losing customers
Due to the declined credibility, some clients have expressed reservations about collaborating with our organization. Regrettably, we have experienced a shortfall in securing several contracts valued in the millions of dollars.
Results
Process
Understand
To comprehend the origins of this issue, an initial phase of internal investigation was undertaken involving our pertinent stakeholders. This inquiry revealed that adherence to specific prerequisites is essential for expediting payment within a 3-5 day window.
Persona
Upon undertaking proactive user research, I discerned that certain edge cases have not been comprehensively addressed. Consequently, our drivers are experiencing confusion or overlooking certain interactions.
User Journey
Following a thorough analysis of the present flow, I have formulated an alternative user journey aimed at mitigating user concerns. This involves the resequencing of steps and a revision of pivotal screens.
Define
Upon the departure of our Product Manager during the project, I took ownership of the product. Subsequently, I engaged with cross-functional stakeholders to collaboratively determine feature prioritization, considering both business imperatives and technical limitations.
High-fidelity prototypes
I initiated the process with concepts involving new components. This would grant users the ability to promptly access pivotal features and pathways, eliminating the necessity to await the final step within the flow.
Stakeholders Review
A carousel layout for the cards can efficiently conserve space when accommodating additional tasks.
Introduce a new design component for the purpose of differentiating between mandatory and discretionary choices.
Peer Designer Review
After reviewing with other designers, I have modified the visual design to enhance the visual hierarchy, thereby directing focus towards the essential documents.
Final Executives Review
Following discussions with executives and stakeholders, I conducted copy revisions and reorganized the cards in accordance with business requirements.
Learn From Data
Only 30% users engage the card to upload documents before job is completed.
Immervise User Interview
Following discussions with executives and stakeholders, I conducted an immersive user interview to drive along with a driver, and invite a focus group to do card sorting in order to optimize the detailed information.
Iteration
I redesigned the design system and information hierarchy to iterate and improve the user experience.
Impact
User Experience
We see data improvement from submission time, payment time, and rejected documents updated time.
Customer Trust
A few months subsequent to the introduction of the new features, owing to the restoration of our reputation, we secured one of our most significant clients, consequently facilitating the influx of 30,000 loads into our marketplace.
Reflections
Don't expect users to read
Refrain from depending on written text to convey crucial messages.
Data is a good teacher
Avoid interpreting user comments too literally; instead, ensure that design decisions are consistently substantiated through data analysis.
Full Deck
Curious about the twists and behind-the-scenes stories from development? I’d love to share more in my case study presentation.
