On-Demand Carpooling Service
Context
ECOV offers an on-demand carpooling service for daily commuting.
Goals
Increase passenger pick-up rates
Optimize the mobile user experience
Recommend improvements for the physical experience before, during, and after trips
Year
2021-2023
Client
ECOV
User challenges identified
Long and uncomfortable waiting times (e.g., standing by the roadside in the rain)
Lack of visibility on demand and driver availability, creating stress
Passengers waiting outside official stops, not seen by drivers
Drivers skipping designated stops
Users unsure how to reach their departure stop
UX Approach
Ergonomic audit (Nielsen heuristics)
User interviews
Solution prototyping
Beta testing of the “trip anticipation” feature with 20 passengers and drivers
Built an atomic research database combining:
Real-time data tracking
In-app surveys
User diaries
Analysis & prototyping in Figma, followed by 15 iterative usability tests
Deployed Solutions
Recap Time: real-time analysis of trip duration and estimated arrival
Passenger Anticipation: request a ride before being physically at the stop
Roadmap View: overview of route, cost, and time
Let’s Go: directions to the stop without leaving the app
Driver List: visibility on nearby drivers and waiting time in real time
Live ETA Screen: dynamic vehicle arrival estimates
Driver Trust Score + verified ride history
Smart Mapping: suggested stops based on location
Streamlined Journey: reduced number of steps before carpooling
Results & Impact
✅ Average passenger waiting time reduced from >20 min to <4 min
✅ Passenger pick-up rate increased by 10%
✅ In-app satisfaction rating: 4.6/5
✅ Support tickets related to delays reduced by 30%