EverTransit Driver App
Redesigning a driver App to enhance usability, reducing support tickets by 70%.
september 2021 · january 2023
Problem
EverTransit’s outdated Driver App made it difficult for drivers to manage multi-stop or overlapping rides. As a result, they often forget upcoming pickups—leading to delays, unhappy passengers, and negative app ratings.
Process
I collaborated with PMs, stakeholders, engineers, and drivers to uncover the app’s biggest pain points through interviews, support data, and competitor research. We turned these insights into low-fidelity prototypes and iterated quickly based on feedbacks. Once validated, I refined the designs in Figma, documented requirements, and worked closely with developers to bring the final solution to life.
Impact
The new Driver App was launched globally, greatly enhancing the user experience. Driver ratings improved from 3.2 to 4.1 on the App Store and Google Play. The new multi-stop and multi-ride features reduced dispatcher interventions by 90%, leading to fewer passenger complaints about late pickups. Overall, the new app supported business growth into new verticals and significantly boosted driver efficiency and satisfaction.
Company
EverTransit 🔗
My Role
End-to-End-Designer
Team
Product Manager
Project Manager
ENG (4)
Design Tools
Figma
Sketch
Overflow
Final Designs
To learn more about the process please reach out
