Amazon
Flex App - Learning Hub
Lead the UX process end to end
Research
Our research team conducted interviews with a diverse group of drivers from various backgrounds to gain insights into the challenges they were experiencing in delivering packages.
Research goal:
• Attract and keep new drivers motivated and engaged.
• On-time package delivery.
Competitor analysis:
I researched and analyzed various online educational platforms where they offer personalized recommendations to specific programs and interests.
User interviews:
The research team invited drivers with 1+ years of experience of varying ages and backgrounds delivering packages to give us their feedback.
Findings
• Survey showed low satisfaction with learning opportunities
• The FAQ’s we currently have drivers don’t read them
• New drivers rely on fellow drivers for guidance due to lack of company support
• Drivers express confusion on how to improve metrics like on-time performance
• Online communities, such as Reddit, are sources of information and support for drivers
Design Goals
Our users wants an easier and better way to do audits.
Partnered with the research team we selected the most important high-level goals to focus on and deliver for drivers. We spoke with other teams across the Amazon Flex App to better understand how this new portal could benefit their team and product.
• Provide personalized content, based on previous performance or upcoming work.
• Consolidate similar information we have in the app and reduce calls to Driver Support.
• Drivers can provide feedback, contribute content, and enhance engagement.
Longterm Goals
• Create a top-tier content repository by funding a team to develop high-quality videos with driver input.
• Enable internal stakeholders to contribute content through our content management system.
• Expand the hub's audience to include training for station operators and other roles.
• Aloud drivers complete knowledge checks, and require it where possible.
Wireframes
Low-fidelity wireframes were developed for various mobile experiences and continuously tested and refined during the product development process.
Two final concepts:
• Featured a comprehensive display of information
• Highlighted personalized content related to upcoming work tasks
Further explored
After testing different approaches with drivers, the team decided to move forward with the design that focuses on the next part of the journey instead of showing multiple tips when users open the Learning Hub.
Design
PROTOTYPE
