Mapping a journey

I love useful simplifications: especially in form of visuals that convey a complex idea in unpretentious way.

This one I developed for Lalamove after researching the driver side of the platform:

I visualized a driver's workflow mapping a process as discovery, taking of order, pick up, drop off, and cycling into discovering a new order again. A driver typically use a few phones each with a different app.

Notice the “best next“ arrow: the idea that if we build a system to help drivers with suitable next orders, we will win market share and convert drivers. Taking into consideration drop-off location, type of vehicle, types of orders preferred, and so on, it is possible to win over all other apps a driver is using, providing a smooth transition from one order to another.

Here a system insight helps to develop a clear metric: conversion to the next order on the platform. Which is a leading indicator to both driver satisfaction and to how many driver hours platform can serve. It is a quality user experience insight leading to quantifiable goal.