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Share Live Tracking

GOSEND 2020

Summary

Given the current situation, senders have the ability to track the driver's location on a map and receive in-app notifications and status updates after placing an order. However, recipients often rely on direct communication from the sender and contacting the driver to stay informed, which can create uncertainty regarding the driver's status and estimated arrival time.

 

To enhance the recipient's experience, we are introducing a "Share Live Tracking" feature. This feature allows senders to share the driver's real-time tracking information with recipients through a shared link. Recipients can then access a web view to view the driver's live location and receive ongoing status updates. 

 

By providing this feature, we aim to reduce recipients' anxiety about delivery times and provide them with an engaging and comforting waiting experience.

 

I was the main designer leading this project in Q1 - Q2 2020 ideating early concepts, running design sprints, presenting regularly to leadership, and delivering final assets for production.

The Problem

In the current situation, senders have the ability to track the driver's location on a map and receive in-app notifications and status updates after placing an order. However, recipients often rely on direct communication from the sender and the driver to stay informed, which creates uncertainty regarding the driver's status and estimated arrival time. This uncertainty leads to anxiety for recipients and can also cause doubts in the sender's mind about the successful delivery of the item.

Goal

User: Enable users to share the live tracking link with the recipient.

Business Goal: Reduce the missing item complaints.

Product Goal: Enhance the reliability of deliveries and build trust with our driver partners.

by providing a seamless experience for senders to share the live tracking link, allowing recipients to easily track the driver's status to

Design

Our target users include both senders and recipients. Designing live tracking feature was needed simplify thought process to provide minimal effort solutionAfter multiple iterations and incorporating feedback from stakeholders, the wireframe was transformed into a finalized design.

How it works

Wireframe

Impact

Within just one month of implementing this feature, we observed a significant reduction of approximately 7% in missing item complaints. Additionally, a survey conducted among recipients revealed that the majority of them found this feature to be highly beneficial. These results highlight the positive impact and effectiveness of the live tracking feature in improving the overall delivery experience.

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