Company
DoorDash
RolE
Product designer
When
Q4 2024
Scope
Redesign and expansion
Every second a Dasher spends reading a screen is a second they're not earning, so guidance had to be fast, visual, and relevant. When I partnered with our research team to test prototypes, a sharper need emerged: Dashers didn't just want guidance, they wanted to know which specific deliveries went wrong. That insight shaped the final system, pairing on-delivery guidance with post-delivery insights designed to feel like two parts of the same experience.
Every second a Dasher spends reading a screen is a second they're not earning, so guidance had to be fast, visual, and relevant. I partnered with our research team to test prototypes with Dashers, and a sharper need emerged: Dashers didn't just want guidance, they wanted to know which specific deliveries went wrong. The final system paired on-delivery guidance with post-delivery insights, designed to feel like two parts of the same experience.
Across both phases, the system drove nearly 1 million additional problem-free deliveries annually. Dashers who received insights stayed on the platform longer and completed more deliveries, and the results built enough conviction to greenlight a dedicated quality score giving Dashers a clear, fair picture of their performance over time.
