Overview
This sample case study shows how a rider-facing flow can be improved by reducing friction, clarifying the next action, and making key information easier to scan during active delivery work.
The project focused on engagement, task completion, and confidence while riders move between order states.
Problem
Riders needed to understand the current order status quickly, but the previous experience spread important details across multiple screens. This created confusion during peak hours and reduced trust in the app.
Goals
- Make the next action obvious
- Reduce unnecessary navigation
- Improve status visibility
- Support faster decision-making
- Create a clearer structure for future features
Process
We mapped the full delivery journey and identified moments where riders paused, switched screens, or repeated the same action. These moments became the foundation for the redesign.
Solution
The new flow prioritized the active task, grouped supporting details, and introduced stronger hierarchy for status, payment, and destination information.
Key Improvements
- A clearer active-order card
- More visible pickup and drop-off states
- Better spacing for touch targets
- Simplified labels for repeated actions
Outcome
The final design created a more focused experience for riders and provided a scalable pattern for future operational features.