Modivcare Driver App Revamp for ModivCare.
This project aimed to update the Modivcare Drive app, improving user experience, accessibility, and modernizing the design to align with current branding.
About the Driver App
The ModivCare Driver App is a tool that provides drivers with essential ride information to efficiently transport members from point A to point B.
The Modivcare Driver app is the transportation side of the Modivcare experience. This app ensures that members of Modivcare have accessibility to future healthcare appointments by providing an easy and progressive program for transportation providers. Modivcare Drive gives transportation providers access to a ride marketplace where they can schedule rides, as well as navigate themselves to members while having the ability to be informed of their own payment schedule and ride schedule.
Project Overview
This project was executed by an agile team, focusing on enhancing accessibility, improving user-friendliness, and modernizing the design.
The goal of this project was to revamp and update the existing ModivCare Drive app, with a focus on improving user experience and accessibility. By modernizing the design, we ensured the app is not only visually aligned with the brand but also easier and more intuitive for users to navigate. The redesign aimed to provide a more seamless, user-friendly experience while maintaining the core functionality of the original app.
Outcome
I was able to work with a team of devs to update the design to fulfill expectations
Our team was working in sprint, because of this we add and updated design per spring for multiple months.
In conclusion we were able to design and develop a successful product.
Company
Modivcare
Industry
Medical
Responsibilities
Lead dev teams on designs, research, excel at user experience and accessibility
Role
Lead Product Designer, Agile
Timeline
1+ year
Prototype
Prototype
The prototype was developed utilizing the final designs for presentation to company leadership and investors.
The prototype demonstrates the fundamental movements of the user flow, showcasing the Dashboard, Schedule, Market, and Earnings pages to emphasize the foundation of the new mobile app designs.
Project Approach
Collaborating daily with an agile team, applying design best practices to drive development.
The approach to this project involved close collaboration with a team of developers and accessibility experts, leveraging best practices to enhance the product through user research, iterative design, and strict adherence to AA accessibility standards, in order to ensure a seamless and inclusive user experience.
Responsibilities
Iterate on current designs, while doing research and user testing
Work closely with a dev team for discovery and clarity.
Attend daily agile team meeting as well as scheduled scrum meetings
Present iteration and project enhancements department and company wide.
Problem Space
The current product was challenging for users, outdated in both design and functionality, and did not comply with AA accessibility standards.
Research
Although our research capabilities were limited, we conducted both user and competitive research to gain a deeper understanding of the project’s needs.
We conducted surveys and engaged directly with both members (the members being transported) and drivers (the users of the app), as well as researched competitors to gain insights into industry standards and best practices.
Surveys and Interview
Descriptive Analytics from Surveys and Interviews
Based on feedback from surveys and interviews, users reported significant challenges with the app’s usability. Many described the app as outdated and difficult to navigate. Key issues included a lack of clarity around scheduling and accepting rides, as well as confusion surrounding billing and payment processes.
"It's what I would imagine the 2000's version of uber would be"
- Driver
"I'm signed up to drive but can't seem to figure out how this works"
- New Driver
"Maybe if there was a training to use it, it could help. It's very confusing "
- Driver
Competitive Research
I conducted competitive research on healthcare transportation providers, as well as industry leaders to identify key insights and best practices.
As part of the competitive research, I analyzed companies offering similar services in healthcare transportation, such as AARP Drivers and CCHA Transportation, along with leading transportation companies like Lyft and Uber. This research highlighted several areas for improvement in our product, as well as opportunities to establish a competitive edge within the healthcare transportation sector. Notably, our approach differs from other healthcare providers by offering individualized rider pick-ups to specific destinations. If executed effectively, this unique model could create a more engaging and personalized experience for users in the medical transportation space.
Research Findings
Users seek a more intuitive, modern app, with clear opportunities to improve its layout and functionality to enhance usability and drive increased usage.
Through comprehensive user research, I identified that users were primarily seeking a product that adhered to established norms and standards. They desired an intuitive, modern interface and reported difficulties in navigating the app effectively. However, many indicated that they would be more inclined to use the app for work-related tasks if it were easier to understand. Additionally, an analysis of competitor applications revealed several opportunities for refinement, particularly in optimizing the app’s layout and enhancing its overall functionality and purpose.
Key Findings
Users want a product that follows established norms and features an intuitive, modern interface.
Users struggle with navigation but would use the app more frequently for work if it were easier to understand.
Competitor analysis revealed opportunities to improve the app's layout, functionality, and overall purpose.
Personas
Meet the Drivers
The primary users of the Driver app are full-time workers who not only drive for ModivCare but also work for other companies such as Uber, Amazon, and competing medical service providers.
Jenna Taylors
She works as a full-time driver for several companies while pursuing her nursing education. She takes pleasure in transporting people from diverse backgrounds.
Job
Student, Driver for Modivcare, Uber, and Lyft
Location
New Orleans, Louisiana
Age
27
Donald Parker
Part time driver, drives as a way to get to know people and to stay up to date. He likes the conversation and to get to drive around new neighborhoods.
Job
Retired from military and is a part time driver
Location
Austin, Texas
Age
65
User Journey
The user journey consists of three main stages: scheduling a ride, completing the ride, and finally processing the payment for the ride.
The user journey begins with adding a ride to their schedule. Next, the driver is directed to the rider's pick-up and drop-off locations, and obtains the rider's confirmation upon arrival at the destination. Once the rider exits the vehicle, the payment is processed, and the driver receives compensation. The driver can then transfer the payment to their bank account. These steps are visualized on the map below.
Exploring Solutions
I analyzed the user journey, applying feedback to make quick updates and plan larger changes later.
To explore potential solutions, I carefully analyzed each stage of the user journey, considering both user feedback and insights from research. This iterative approach allowed me to identify early updates that could be implemented quickly, while planning for larger changes, such as a rebrand, to be introduced later in the development process.
Requirements for Solution
The project involved refining the product to address user issues, meet accessibility guidelines, and prepare for a rebrand.
The requirements included refining and updating an existing product to improve its functionality and address accessibility guideline (AA compliance) issues. Additionally, the project aimed to lay the groundwork for a full rebrand, incorporating new marketing colors and design system components to enhance the app's overall user experience and visual identity.
Requirements
Update to follow accessibility guidelines.
Update existing issues as they arise.
Revamp the design to align with the new branding.
Design Iterations
The iterations focused on improving accessibility and messaging, with the final phase introducing rebranded components and colors.
Throughout the iteration process, I focused on key requirements by enhancing the user experience and improving accessibility across each page. The initial updates aimed to bring the original UI up to accessibility standards, introducing features such as trip sections, clear distinctions between active and inactive elements, and reimagined messaging to better communicate to drivers. Building on these improvements, the subsequent iteration incorporated rebranded components and new colors, revitalizing the product’s visual design while integrating the lessons learned from earlier updates.
Original Designs
Initial Iteration
Wireframes
Rebranded and Redesigned
Impact
This project improved trip success, driver retention, and business growth while aligning the app with industry standards.
This project had a significant positive impact on the product. The company experienced an increase in successful trip completions and improved driver retention. Ultimately, the refined user experience not only attracted new business but also brought the app in line with industry standards and business objectives.
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Final Thoughts/ Learnings
This project was one of the most transformative I’ve worked on, allowing me to directly influence and see the product’s evolution.
This project had been a long-term effort, progressing slowly over time, and it was incredibly rewarding to see the final product come to life for both myself and my team. I was fortunate to work with a talented development team that helped turn our solutions into reality.