Doordash Dasher x Carplay
Project
Info
Using a phone while operating a vehicle can be dangerous and is generally discouraged by most delivery platforms codes of conduct despite it being difficult for Dashers to follow. They may receive notifications for potential orders while they are on the road, and it isn't realistic for them to pull over every time they receive a notification to review it. This leads to Dashers using their phones while driving, which is dangerous and might lead to accidents. As a result, it is important to find a solution that allows Dashers to review orders quickly and efficiently without compromising safety.
Timeline
Dec 2022
Tools
Figma
FigJam
Dasher App
Apple Human Interface Guidelines
Overview
Problem
Outcome
DoorDash Dashers grapple with safety concerns as they manage order notifications on mobile phones while navigating the roads, leading to potential distractions and heightened risks during their deliveries.
As more and more new cars come with CarPlay, it's can become a game-changer for Dashers. Using CarPlay can help them navigate their routes safely and efficiently, making their drives smoother and safer.
Research
Creating & conducting the usability study
I conducted a usability study with 5 people to observe their dashboard usage habits. I measured how long it took them to review an order before accepting, how often they grabbed their phone, and how often they looked at it. I
01
Phone Usage
On average, Dashers looked at their phones for about 6.2 minutes per delivery from start to end.
02
Reviewing an Order
The average time that Dashers spent reviewing an order before accepting it was 22 seconds.
03
Distraction
Dashers grabbed and glanced at their phones 9 times per delivery on average. This suggests that phone usage is a frequent but intermittent activity for Dashers, including while actively driving.
04
Most Frequent Apps
Dashers reported using the following features of the app most frequently: customer address navigation, store address navigation, and looking for orders home screen.
Research Continued
User Interviews
User interviews were conducted through a survey to reach a larger number of users. Despite the limitations, I believe a survey is appropriate for here due to the large number of users I'm reaching.
With the user interviews in hand, I used this to gather data sort by Pain Points, Delights, and Suggestions.
User Journey
What does the entire process look like, end-to-end?
By mapping out the journey that drivers take from receiving an order to completing the delivery, we can identify potential pain points or challenges and design solutions to address them.
Ideation
Let's generate some ideas..
During the ideation phase, 4 solid ideas arose that have the potential to significantly enhance the product
01
Carplay & Voice Commands
Dashers could use voice commands to review orders and accept or decline them. This would allow them to keep their hands on the steering wheel and their eyes on the road while still being able to respond to potential orders.
02
Head-Up display (HUD)
A HUD could display potential orders on the windshield in a way that is easy for Dashers to see without having to look down at their phone. This could be combined with voice commands for a completely hands-free experience.
03
Phone Smartwatch Integration
Dashers could use a smartwatch to review orders and respond to them. This would allow them to keep their phone in a secure location while still being able to review orders quickly and efficiently.
04
Audio Alerts
Dashers could set up audio alerts to notify them of potential orders. They could then use voice commands or other hands-free methods to review and respond to the orders.
User Flow
Go with the user flow
If we were to create a DoorDash CarPlay app, it would be necessary for Dashers to continue using their phones while picking up and delivering orders. With this in mind, I wanted to map out what this might look like before designing any high-fidelity screens. To do this, I created a user flow that shows the rectangular screens color-coded by device. This user flow allows us to see how the Dasher will move between devices during the delivery process.
Low Fidelity
Sketching sketching sketching!
Dasher Carplay Homescreen
Dasher App Full Screen
Mid Fidelity
Sounds about time to start designing
After sketching out some ideas, I began designing a Carplay interface for a Dasher integration.
These elements included: the total money earned in the current order, the total money earned so far in the current dash, and potential incoming orders. By including this information on the Home screen, I aimed to create a comprehensive, simple, and user-friendly interface that would allow Dashers to easily track their progress and stay informed about potential incoming orders.
Apple Carplay Interface
Since I haven't worked with the Carplay interface before, I wanted to understand the Apple Human Interface Guidelines.
While the AHIG website, provides a wealth of information on a variety of UI elements and design principles, I was unable to find specific guidelines the Carplay interface UI. This included information on the spacing between elements such as buttons, icons, and text, as well as the recommended margins and padding for the overall interface.
Dasher App - Incoming Order Iteration #1
I designed a high fidelity version of the Home screen. However, I realized that the Accept & Decline call-to-action buttons may not be in line with the design system outlined in the Apple Human Interface Guidelines (AHIG).
Dasher App - Incoming Order Iteration #2
Taking the issue with the Accept & Decline call-to-action buttons into consideration, I made the decision to include them within the incoming order component.
This placement aligns with the design of other apps on Apple Carplay. By making this change, the buttons will be more seamlessly integrated into the interface and will not negatively impact the user experience.
Low Fidelity
Iterations & Changes
Upon further review of similar Carplay apps, I realized that no app had control of all components on the dashboard. I removed the dasher's stats because the benefits of seeing an incoming order on the screen outweighed them knowing their income and acceptance rate.
Idle State
Incoming Order State
Full Screen High Fidelity
Sounds about time to start designing
In designing the Dasher app for Carplay, I aimed to create a simple, full-screen interface that would not distract the user while driving. I also considered how to effectively transition the user to the Dasher phone app, where other actions could be completed.
The feedback principle states that it is important for users to be informed about what is happening, and it's particularly important in this case because Dashers await orders.
The purpose of this component allows users to navigate to areas where they are more likely to receive orders, providing a safer and more convenient alternative to checking their phone for directions.
In line with the design standards of the Dasher app, this feature provides an on-screen representation of hotspots and their proximity to the Dasher's current location.
Interacting with Hotspots
This feature allows Dashers to view rankings from 1-4, with 1 indicating a higher likelihood of receiving an order. By selecting a hotspot, the Dasher will be navigated to that area. Additionally, the hotspots search can also use machine learning algorithms based on past orders to navigate the Dasher to ideal geofences based on order activity and geographic proximity.
Overview High Fidelity
Dasher Accepting an Order
This feature provides a quick overview of a user's statistics. The "this order" section shows the earnings for the current delivery, while "this dash" displays the total commission earned so far. By selecting the up arrow, users can access additional stats, including their acceptance rate and customer ratings.
In keeping with the design standards of the Dasher app, these icons represent the destinations of an accepted order. The shopping bag symbolizes the store or merchant, while the home icon represents the customer's location.
Actions following order acceptance
Once a user accepts an order, it follows the traditional GPS direction guide and automatically starts directing the user.
Upon arriving at the destination, the user will be directed from the Carplay to their phone to continue their Dasher tasks.
Voice Design
Safety Considerations
Incorporating a voice design was a crucial consideration in the design of the Dasher app. The success of voice input and output in the iMessages app on Carplay demonstrated the potential for a similar feature in the Dasher app. This feature provides a hands-free, convenient experience for users while driving, and is essential for ensuring the app's effectiveness and usability.
Scenario 01
The Carplay system helps to prevent distracted driving by both announcing incoming orders to the Dasher and displaying them on the screen.
" An incoming order is at Mimi's Cafe. The total distance traveled is 1.8 miles, and the earnings for this order are estimated at $13.50. The drop-off deadline is 1:45pm. Would you like to accept this order? "
Scenario 02
A call-to-action (CTA) feature alerts Dashers to incoming messages in a manner similar to receiving a notification. This enhances safety and convenience for Dashers while on the job, while preventing Dashers from looking at their phone (which despite their contract- they still do).
" A message from your customer has been received through the Dasher app. Would you like to hear it now? "
Next Generation of Carplay
Smart Dashboard Extentions
As automotive technology advances, Carplay and other systems are increasingly integrated into the structure of the car itself. Inspired by Apple's vision of the future of Carplay, I considered how this technology might enhance the experience of Dashers in the gig economy. It is likely that such technology will prove beneficial for the gig economy continues to grow.
By providing Dashers with a longer Smart Dashboard, there is increased opportunity to integrate helpful information that reduces the need for them to frequently look at their phone while driving. The below illustration includes a timer to inform the user of the time remaining to accept an order, as well as a component that provides brief details about the order. To streamline the information presented and minimize the time spent looking at the screen, certain information such as items and delivery time have been removed. However, this loss of information can be compensated for through the use of a voice design that reads out the removed details in addition to what is displayed on the screen.
In addition to real-time navigation, this feature also provides a quick overview of the Dasher's stats for their current shift. The overview highlights in green the Dasher's earnings so far, making it easy for them to decide whether or not to accept the current order. The overview also displays the Dasher's acceptance rate and rating, which can also be useful in determining whether to accept the order.
Assuming a Dasher has already accepted an order, this feature provides clear, real-time navigation to the restaurant or customer's home. The view shows the Dasher the route directly in front of them, as well as the next turn coming up on their right. In addition, the feature displays details about the delivery, such as the distance traveled, estimated arrival time, and the amount of money the Dasher will earn from this order. This helps the Dasher stay informed and on track during the delivery process.
Artificial Intelligence
Decision Aid
What if Dashers can tell a bot the type of order they prefer, and use that information to aid them in making a decision by the AI generating a recommendation to the Dasher with only the use of voice control?
Input Prior to Dasher Shift
Prior to starting their shift, Dashers can input their desired earnings per mileage and other preferences into the Dasher phone app. This information can then be used to generate personalized recommendations for the Dasher during their trip.
During Dasher Shift
The decision aid could then provide a recommendation for the Dasher based on their preferences to reduce decision making.
" An incoming delivery request from Mimi's Cafe. Based on your preference data, I highly recommend accepting this order as it is estimated to result in average earnings of $7.50 per mile, which is above your previous expectations. Would you like to proceed with accepting this delivery? "
" Sounds great! I accept, start my route to the restaurant."
Next Generation of Carplay
Creating a CarPlay app for Dashers was a very enriching and fulfilling experience. I was excited to learn more about Apple's Human Interface Guidelines and apply them to design an interface that I've never worked on before. It was fascinating to see how these guidelines can be used to create an intuitive and user-friendly interface.
I also enjoyed getting user feedback and actively listening to their ideas during the development process. It was eye-opening to see how people with different backgrounds and perspectives approach problems and come up with solutions. I had a lot of creative ideas with moving pieces, and it was important to me to ensure that this app idea was a safer solution that contributes to social good and practices.
Overall, I believe that this project has helped me achieve my goal of improving the lives and experiences of others through technology. I would love to see this app come to life and make a positive impact on the Dasher community. I'm grateful for the opportunity to work on this project and I hope to continue creating solutions that make a difference in people's lives.