Addressed a real case problem by conducting thorough research, identifying, and implementing solutions for the registration flow on the Driver App.

Collaborating closely with Android developer, Product Owners, and receiving guidance from IT Lead.

WHAT I DO?

UX Research, UI Design, UX Writing, Illustration

DURATION

December 2023 - January 2024

OUR USERS

Troben Driver Partners & Troben Vendor Management

BACKSTORY

Let's take a peek at what the registration process looks like for drivers on our app,
Here's how it appears within the driver app: Drivers have the option directly to upload photos of their documents directly from their gallery or snap a picture using the in-app camera.
Now, let's flip the script and see how it looks from the perspective of the Head Office Website.
Oh boy, it's a bit of a mess, isn't it? Some drivers are uploading blurred photos or even random images from their gallery.This dilemma leaves Vendor Management scratching their heads, unsure whether to reject the driver outright or reach out for the correct documents (which, of course, doubles their workload).
Quick note: In this process, if Vendor Management rejects a driver, the driver won't receive any further information about why their registration was declined. It's a one-shot deal for the drivers.
Based on that problem, this is the users pain point:
So how might we?

WHO I'M WORKING WITH

For each project I dive into, I got the brief from the Product Owner through backlog docs and user flows.The backlog lays out what info needs to pop up on each page along the journey.
Throughout the design process, the Product Owner and I frequently engage in discussions to pinpoint user needs and pain points within certain flows. Additionally, I conduct design reviews with our IT Lead, whose insights shed light on the technical aspects of my designs. These conversations help me to carefully consider each design decision, ensuring the best possible UI design at every turn.
After finalizing and getting approval from the Product Owner, I typically propose my design to the Lead IT and Dev team. I ensure clear communication regarding color schemes, micro-interactions, and component functionalities. The development team also provides valuable feedback, reminding me to anticipate all possible user interactions within each flow.

THE ✨PROCESS✨

After discussing this issue and being tasked with finding a solution, I embarked on some research. I explored registration flows not only in other driver apps but also in e-wallet apps. After all, they typically have stringent registration processes, don't they?
As I assembled the flow and UI for these two processes, I incorporated illustrations to visually guide drivers on how to capture photos for each required document. Additionally, I crafted copywriting for photo guides, maintaining a straightforward tone that's neither overly formal nor too casual.
Months of dedicated work have gone into crafting delightful UI and UX designs for this mobile product, with the UI evolving iteratively based on research insights and feedback from the Product Owner, IT Lead, and Dev team.
Additionally, I developed the back of this flow. Here, Vendor Managers can review driver documents, approve or reject them, and provide rejection reasons directly through our Head Office website

RESULT & FINAL PRODUCT

The introduction of a KYC flow, complete with photo-taking guides for each document, has brought about significant improvements. Now, Vendor Managers can effortlessly review all documents with photos captured from optimal angles.
Drivers receive comprehensive updates on their registration status via the application, including reasons for rejection if applicable. Additionally, drivers are afforded three opportunities to re-upload rejected documents 😲👍
I'm thrilled to unveil my final work on the fresh faces of the registration flow on 'TROBEN Driver App'! Here's a glimpse of what's in store. For the full experience, download the app through this link.

WHAT I LEARNED?

After diving deep into research & design, here's what I've uncovered:
  • Tackling real-world problems through research is both challenging and enjoyable,
  • Seeing positive outcomes from our solutions, which seamlessly integrate into the application, boosts my motivation to excel in every task,
  • Found illustration styles to enhance our product's UI,
  • Learning to effectively visualize information through illustrations,
  • Crafting copywriting tones tailored to suit our app users.
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