Matthew Monaco

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Case study · Driver app · Maverick

Redesigning a driver delivery app with the future in mind

Replaced a company-device-only iOS app with one drivers can install from the App Store

Role
Design manager · Led a team of designers
Two phone screens from the driver app. One shows a route overview map with the next loading appointment; the other lists the route's numbered delivery tasks.

My role

I led Maverick as the design manager. The designers on my team did the hands-on design work; my job was to set the direction, frame the problems, unblock the team and keep the work tied to business goals.

Key problems

  1. An aging application with a growing volume of support tickets.
  2. A growing amount of tech and design debt.
  3. A scaling problem that made it almost impossible to integrate new lines of business.

Context

The legacy application was built only for iOS and was deployed outside of the App Store, which meant only company devices could run it and we could not support a bring-your-own-device business plan. The solution was to rethink the app from the ground up and ask ourselves, “What problems does the driver app need to solve?”

Approach

The team looked at support ticket trends, user interviews and field observations to get a baseline of what was working, what wasn’t, what workarounds were being used and what was missing. “Fat marker” sketches helped us ideate on the problem and shape a solution.

Hand-drawn wireframes of three driver app screens, annotated with route stats, appointment card, action bar, customer card, appointment details and a physical scan button.
“Fat marker” sketches help ideate on the problem and shape a solution.

We used that discovery to identify feature gaps. Some were obvious, things we knew we needed. What often wasn’t obvious was why they were needed, and which small, almost invisible gaps were also present.

User flows are fast and easy artifacts to produce. They acted as our source of truth for the complete experience, so screen designs didn’t have to be updated constantly.

A laptop showing a user flow diagram for capturing proof of delivery, with a legend and decision points mapped out on a whiteboard canvas.
User flows act as the source of truth for the complete user experience.
A laptop showing a detailed user flow diagram of screens, decision diamonds and colour-coded steps.

Major gaps like a robust proof-of-delivery flow and a dedicated experience for loading out trucks were addressed. Smaller, sometimes more nefarious issues were fixed too, such as elegantly handling overlapping appointments (more than one delivery at the same address).

Two phone screens. One shows an access code and delivery notes for a building; the other shows appointment details with the customer's name, a small map, status, organization and sequence number.
Access codes and customer instructions help drivers deliver the best possible experience.
Three phone screens from the pickup flow: an item list, a camera view scanning a package barcode, and a package confirmation list.
Scanning is a big part of establishing a chain of custody in logistics.
Two phone screens of the proof-of-delivery camera, framing a package on a front step and at a front door.
Using AI to determine if proof of delivery meets our requirements.

Outcomes

Distributing the app through the App Store let the business scale its service quickly with an asset-light model: move into markets fast, test the offering, then ramp up or pivot. Performance was measured one month and six months after release.

Two results after release: loading time down 30% and passing proofs of delivery up 12%.
Measuring performance one month and six months after release.

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