Company
DoorDash
RolE
Product designer
When
Q4 2024
Scope
Redesign and expansion
Dashers face new situations on almost every delivery, and real-time guidance matters. But every second spent reading a screen slows the delivery down, so that guidance had to earn its place. There was no single system for it. Different teams had each added their own education over time, with no consistent pattern. There was also no cap on how many reminders could appear in one delivery, and teams kept asking for more. Dashers found it repetitive, but the team was hesitant to cut back since the reminders were clearly working.
Research showed new Dashers and Dashers on high-risk deliveries needed real-time guidance most. Testing also showed Dashers wanted to look back at a delivery afterward, to understand what went wrong and improve. That's how the Dasher Education Framework took shape: Tips and Reminders in the moment, Insights after the fact.
Tips appear often during a Dasher's first 20 deliveries, since new Dashers are still learning and can use the extra guidance. Reminders only appear when internal signals flag a delivery as at risk, rather than showing up for every Dasher on every delivery. Insights summarize what happened after a delivery so a Dasher can see exactly what went wrong and improve over time.
Every component follows the same governance: content guidelines, a shared pattern library, and frequency capping. That keeps a Dasher from ever feeling overwhelmed, no matter how many teams want in. I worked with the grocery and parcel teams to extend the same rules to their delivery types, so the experience stayed consistent across all of them.
Targeting only the deliveries that needed a reminder didn't hurt delivery quality, and deliveries finished faster since Dashers weren't reading advice that didn't apply to them. The first version of Insights taught us something once it launched: Dashers wanted more granular detail than a general summary could give. I used that to make the case to the Ratings team for a dedicated Quality Rate, giving Dashers a far more granular way to track their delivery issues over time. Altogether, the Dasher Education Framework drove more than a million additional problem-free deliveries last year.
