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How Might We
Enhance the Immigrant Driver Experience?

The User Research Overview

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Usability Testing 
on the Drivers' App

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.

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

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

What a tease!

Based on NDA shenanigans, it's best that I do not go into much detail about my work! Feel free to contact me for further information about my process.