EverTransit Rideshare

Designing a rideshare interface that reduced dispatcher planning and monitoring time by 50%.

OCTOBER 2022 · February 2023

Problem

EverTransit expanded into large-capacity services (NEMT, BlackCar, Limo, shuttle), but dispatchers struggled to plan routes efficiently for these bigger vehicles. Manual route creation caused errors, led to higher costs, and provided little clarity for drivers. This resulted in frequent mistakes, underutilized vehicles, a surge in support tickets, and overall customer dissatisfaction.

Process

Collaborated with the product manager to conduct user interviews and analyze support tickets, identifying dispatcher pain points. Synthesized data into actionable insights and prioritized issues based on user goals and business objectives. Brainstormed solutions with cross-functional teams, developed prototypes, and conducted usability testing with stakeholders and customers. Iterated designs based on feedback and collaborated closely with engineers during implementation.

Impact

The Rideshare feature launched successfully, reducing dispatcher planning and monitoring time by 50% and decreasing passenger complaints about missed pickups by 95%. It also improved vehicle utilization, leading to cost savings, and enhanced overall customer satisfaction.

Additionally, this scalable and flexible design, sets a precedent for supporting in the future ride-sharing services in conventional taxi businesses, enabling passengers to share rides at lower prices.

Company