Grubhub
Helped enable our Drivers to pick their availability so that they can work the hours they want to work
The problem
The way that Grubhub Drivers work is that they set their schedule every Thursday for the next week. The schedule is open to any and all Drivers. This means that all of the Drivers scramble on Thursday morning and compete to pick the times that work best for them. This creates serious problems for Grubhub's systems and also creates incredible amounts of frustration for the Drivers when they don't get the times that they want to work.
Hypothesis
Enabling our Drivers to pick their own availability and then creating an algorithm to automatically schedule times best suited for our Drivers will decrease Driver turnover, reduce drop-offs, and increase accuracy in Driver availability.
Grubhub Driver
“I just drop all my blocks at the end of the week”
Once we ran user tests on the existing experience, the product manager and I went over our existing data and KPI's. We worked on a product brief together (PRD). To help all our partners understand the problem, we established a basic flow so that we can highlight all the areas around the new experience.
Concept testing
Once agreement was made with product and engineering partners, I then immediately started testing different concepts of how we can help solve for this problem. I was playing around with a bunch of different UI ideas around picking your availability. It was important that our Drivers would pick availability quickly and easily. The goal was to have them pick their availability in a way where they wouldn't have to tap that much. Most of the inspiring work out there had a lot of tapping and we wanted to reduce the effort.
Here you can see how I was testing time management
User Testing
Usually after initial rounds of concepts, we would throw ideas on usertesting.com or work with UXR to get in person testing.
Drivers were worried they were weren't going to get the times they signed up for
Some concepts felt like it was way too much work.
A few drivers didn't have time to fill these times in
The circular version was the most popular because it felt easiest to use. Not as many clicks
Lots of distrust with Grubhub in general
Final Designs
Click to view Figma prototype