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Usability Testing 

on the App

Improve

Service Design

Actionable Recommendations

Promoted Universal Design and conducted usability testing on the Driver App with low fluent or non-English speaking drivers with semi-structured interviews and cognitive walkthroughs. Used an interpreter during sessions.

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Investigated user pain points throughout the Driver Experience for service design with field observations and proctored field surveys.

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Provided actionable recommendations and presented to leadership and stakeholders to support in-app translations between drivers and riders.

What a tease!
 

Based on NDA shennanigans, it's best that I don't publish my work! Feel free to contact me for further information about my process.