Delivery Driver Training App Redesign
Delivery Driver Training App Redesign
A training App Redesign:
43% happier users, 64% faster onboarding
A training App Redesign:
43% happier users, 64% faster onboarding
A training App Redesign:
43% happier users, 64% faster onboarding
Project Type
Freelance project
Deliverables
Responsive App
Duration
8 weeks
Tools
Figma
Language
French
Project Type
Personal project
Deliverables
Mobile App
Duration
12 weeks
Language
French
Tools
Figma
Why Redesign?
The original app was failing both users and the business. Users couldn't complete basic tasks. The confusing sign-up process and unclear navigation created a frustrating experience that led to:
• 32% of users abandoning the app during onboarding
• 120+ support calls per week about basic navigation
• Negative reviews saying "impossible to use" and "waste of time"
The original app was failing both users and the business. The confusing sign-up process and unclear navigation created a frustrating experience that led to:
• 32% of users abandoning the app during onboarding
• 120+ support calls per week about basic navigation
• Negative reviews saying "impossible to use" and "waste of time"
Key Challenges
Key Challenges
Key Challenges
Complex Onboarding
Complex Onboarding
Complex Onboarding
The sign-up process was complex and confusing, creating a major hurdle for new users.
The sign-up process was complex and confusing, creating a major hurdle for new users.
Confusing Layout
Confusing Layout
Confusing Layout
The home page had poor visual hierarchy, leaving users lost and unsure how to start their training.
The home page had poor visual hierarchy, leaving users lost and unsure how to start their training.
Inefficient Experience
Inefficient Experience
Inefficient Experience
It took over 10 minutes for some users to complete the primary goal: starting a lesson.
It took over 10 minutes for some users to complete the primary goal: starting a lesson.
Research
First, I started with the data. I focused on the support ticket data to see who was calling and why. The numbers pointed to one clear problem: business users were getting stuck during sign-up.
User Journey Map
To understand the story behind the numbers, I mapped out the flawed sign-up process. This shows exactly where the experience broke down for them.
Key Insights
Key Insights
Key Insights
As is
One sign-up path was failing users.
One sign-up path was failing users.
As is
The cluttered homepage caused confusion.
The cluttered homepage caused confusion.
As is
The outdated design felt untrustworthy.
The outdated design felt untrustworthy.
To be
01
One Size Doesn't Fit All
One Size Doesn't Fit All
One Size Doesn't Fit All
Individuals and business teams need separate sign-up paths.
Individuals and business teams need separate sign-up paths.
To be
Clarity Over Clutter
Clarity Over Clutter
Users needed a clear path forward, not more options.
To be
Looks Affect Trust
Looks Affect Trust
A modern and clean design builds user trust and engagement.
03
Looks Affect Trust
A modern and clean design builds user trust and engagement.
02
Clarity Over Clutter
Users needed a clear path forward, not more options.
Design Solutions
Impact
To validate the design improvements, I conducted two rounds of usability testing with internal stakeholders and current users. The new design resulted in the following measurable improvements:
43%
43%
43%
Increased User Satisfaction
Increased User Satisfaction
Increased User Satisfaction
Based on the satisfaction survey
Based on the satisfaction survey
Based on the satisfaction survey
32%
32%
32%
Reduced in Time-to-Task
Reduced in Time-to-Task
Reduced in Time-to-Task
Reduced onboarding time from
6.2 to 4.2
Reduced onboarding time from 6.2 to 4.2
Reduced onboarding time from 6.2 to 4.2
91%
91%
91%
Task Success rate
Task Success rate
Task Success rate
A 21-point increase from the previous 70% success rate
A 21-point increase from the previous 70% success rate
A 21-point increase from the previous 70% success rate
Final Designs
Client's Review
Reflection
What I learned
My biggest takeaway was to trust user feedback over design theory. I initially designed a multi-step sign-up, but user testing proved a single-page form felt faster and more convenient. It was a powerful reminder that what feels efficient to a user is what truly matters.
Challenges Overcome
A key challenge was bridging the language gap. To overcome the French language barrier without losing UX clarity, I created a smart workflow; I handled the core UX strategy, content structure, and tone, and my client refined the final French copy. This collaboration helped us create an authentic user experience that French-speaking drivers could trust and easily navigate.
Next Steps
Based on user feedback and analytics, I've roadmapped 3 high-impact features for phase 2:
• Personalized Dashboards: Separate interfaces for new vs. experienced drivers, addressing our "one size doesn't fit all" insight.
• Smart Recommendations: AI-driven course suggestions based on driver performance and learning patterns.
• Progress Gamification: Achievement badges and leaderboards to increase course completion rates, particularly for younger drivers.
Reflection
What I learned
My biggest takeaway was to trust user feedback over design theory. I initially designed a multi-step sign-up, but user testing proved a single-page form felt faster and more convenient. It was a powerful reminder that what feels efficient to a user is what truly matters.
Challenges Overcome
A key challenge was bridging the language gap. To overcome the French language barrier without losing UX clarity, I created a smart workflow; I handled the core UX strategy, content structure, and tone, and my client refined the final French copy. This collaboration helped us create an authentic user experience that French-speaking drivers could trust and easily navigate.
Next Steps
Based on user feedback and analytics, I've roadmapped 3 high-impact features for phase 2:
• Personalized Dashboards: Separate interfaces for new vs. experienced drivers, addressing our "one size doesn't fit all" insight.
• Smart Recommendations: AI-driven course suggestions based on driver performance and learning patterns.
• Progress Gamification: Achievement badges and leaderboards to increase course completion rates, particularly for younger drivers.
Reflection
What I learned
My biggest takeaway was to trust user feedback over design theory. I initially designed a multi-step sign-up, but user testing proved a single-page form felt faster and more convenient. It was a powerful reminder that what feels efficient to a user is what truly matters.
Challenges Overcome
A key challenge was bridging the language gap. To overcome the French language barrier without losing UX clarity, I created a smart workflow; I handled the core UX strategy, content structure, and tone, and my client refined the final French copy. This collaboration helped us create an authentic user experience that French-speaking drivers could trust and easily navigate.
Next Steps
Based on user feedback and analytics, I've roadmapped 3 high-impact features for phase 2:
• Personalized Dashboards: Separate interfaces for new vs. experienced drivers, addressing our "one size doesn't fit all" insight.
• Smart Recommendations: AI-driven course suggestions based on driver performance and learning patterns.
• Progress Gamification: Achievement badges and leaderboards to increase course completion rates, particularly for younger drivers.
What I learned
My biggest takeaway was to trust user feedback over design theory. I initially designed a multi-step sign-up, but user testing proved a single-page form felt faster and more convenient. It was a powerful reminder that what feels efficient to a user is what truly matters.
Challenges Overcome
A key challenge was bridging the language gap. To overcome the French language barrier without losing UX clarity, I created a smart workflow; I handled the core UX strategy, content structure, and tone, and my client refined the final French copy. This collaboration helped us create an authentic user experience that French-speaking drivers could trust and easily navigate.
Next Steps
Based on user feedback and analytics, I've roadmapped 3 high-impact features for phase 2:
• Personalized Dashboards: Separate interfaces for new vs. experienced drivers, addressing our "one size doesn't fit all" insight.
• Smart Recommendations: AI-driven course suggestions based on driver performance and learning patterns.
• Progress Gamification: Achievement badges and leaderboards to increase course completion rates, particularly for younger drivers.
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