CAse 01 - Hermes Project
project
squad
01 Product Manager
01 Product owner
01 Product designer
01 data Science analist
01 ios dev
01 android dev
01 back end dev
01 Q.A. analist
WHAT'S IT?
Hermes, the messenger of the gods, is a messenger project. A chat with the aim of improving communication between passengers and drivers in the period between the request and acceptance of a car until boarding. With it it is possible to clarify doubts about location, facilitate the identification of the passenger and it is also a point of safety for the users.
PURPOSES AND GOALS
Develop a flexible chat module that could be shared by the Maximobility Group applications: Movo, Cabify, Easy, Lana. A communication interface (chat and phone) to facilitate the meeting
of passengers and drivers and improving privicy and security for both users.
SCENARIO
> First development after Easy and Cabify merge the business operations;
> The analysis should consider the exchange of knowledge base between the teams: São Paulo/Madrid;
> An external and shared SDK module;
> A priority development for Migration Users Project;
> Must be available in the Easy and Cabify applications via an external SDK module;
> Easy Taxi application already has a messenger feature working;
> Stakeholders decision: We must be use Easy Taxi messenger feature as a starting point of this project.
We must be use Easytaxi messenger as a starting point for the project I began with an analysis of usability and alignment in both platforms: Rider and Driver.
I’m worked on it together the Data Science Team searching in Amplitude the data of usage for this feature and mapping users behaviors on guerilla tests and researches with both users to define painpoints and looking for the right problems to solve.
CHAT FOR RIDERS
Usually they use the chat as a meeting and security tool, to confirm the location, or to identify themselves, they are generally waiting, without another activity, without any reduced accessibility.
The chat for Rider shows a similar flow of other common applications and tools with simplicity and easy to use usability.
SOME DATA!
> An average a quarter use the chat;
> An average of 11% use the call.
CHAT FOR DRIVERS
They use the chat to facilitate the meeting and mainly, to create link with the passenger, but, they are in a situation of reduced accessibility, with multiple points of attention, in a critical and limited usability.
The chat for Drivers shows an outdated design and inadequate flow for users with restrictions usability issues.
SOME DATA!
> An average of 50% use the chat;
> An average a quarter use the call.
For the clearest view of Drivers limitations issues hypotesis, we decided to do some informal interviews based on normal trips requested on the application.
A complex context of usability has been mapped out for our Drivers.
"I was fined for being on a passenger call several times"
"It's the same, a message or a call, disturbs the same way, I'll have to pick up the phone to read the message or answer the call"
"It has suggest messages for quick response, but it has to move a lot in the application"
"Many passengers make calls because sometimes the GPS of the application gives the wrong direction"
"Using a message is always bad, you are driving, it draws attention, but not the call, I use a hands-free system with Bluetooth, very simple ... For me it is very good, I speak as if the phone was in ear"
Marcos Garcia
The Chat for Drivers had a very weak flow and interaction, without context or concern with the restrictive use of a Driver.
Using a dropdown component, the main problem was in the accessibility and interaction to send the suggest messages in easily and effective way.
Applying exercises and dynamics with the team, we came up with some ideas to solve or minimize the usability problems of the drivers. Some of them may require more research and feasibility analysis, others can be easily applied with good results.
With this, we want to achieve the Driver's sensory behavior for intuitive interaction.
The Chat for Drivers had a very weak flow and interaction, without context or concern with the restrictive use of a Driver.
Using a dropdown component, the main problem was in the accessibility and interaction to send the suggest messages in easily and effective way.