Product Research & Product Design at REV Delivery, the first carbon-neutral delivery experience for college students

In January 2024, I began working as Lead Researcher and Designer for REV Delivery's Product Team. Drawing on my previous experience from eight hackathons and my studies in Informatics and Human-Computer Interaction, I dove into building REV's mobile app from scratch.

I conducted in-depth research covering diverse aspects of the user experience. These insights were then translated into tangible design improvements, with a constant cycle of refinement driven by user feedback and my own design principles. My role also involved forging connections with REV's founders, marketing team, and software developers, providing me with a platform to fine-tune both my qualitative and quantitative storytelling abilities.

I'm excited to continue working with REV Delivery as a contractor while I complete my Bachelor of Science degree :)

Main Focus:
Optimize REV’s customer experience from a website (as seen above) to mobile application.

Problem:
After talking to the product team, we confirmed the current website architecture does not follow basic usability standards. It is confusing.

Out of 80,000 website visitors, only 21,000 people have completed orders.

Solution:
Our mobile application puts emphasis on profiles and personal use. The intended response is to make the customer order experience usable and useful for all users.

After meeting, I conducted usability tests on REV's current website architecture. I spoke with 10 participants, showing the site and assigning tasks such as ordering an energy drink, changing address, and contacting the support team.

Goal: Identify areas of confusion and friction points.

I conducted a thematic analysis of research findings by gathering and analyzing notes. I grouped ideas by similarity, highlighting issues like avoiding overlapping buttons, confusion with additional clicks to complete orders, and the importance of left-justified text for neurodivergent users. These insights guided crucial adjustments in app design.

With new insights in mind, I put my designs on paper to visualize and bring ideas to life. In this process, I broke down the app into 6 main screens for discussion, aiming to establish a foundational base for design.

Post-sketching, I conducted a second round of usability tests with the target audience. The objective remains to identify and address areas of improvement for enhanced user experiences.

In the mid-fidelity prototype I emphasized a streamlined onboarding process. I maintained regular communication with the product and software teams - evident in Figma comments to iterate and refine small details. Prioritized clear communication, making sure everyone was aligned with the app's direction. This prototype grew from the initial 6 screens in the low-fi version to 29 screens in mid-fi.

After completing the mid-fidelity prototype, I conducted a heuristic evaluation to ensure basic usability standards were met. This provided a foundation for collaboration with the team to discuss potential adjustments and establish a direction for future improvements. Key areas identified include enhancing the help center in the profile by addressing frequently asked questions and creating a clearer onboarding experience with instructions for our users.

Utilizing the mid-fidelity prototype, I conducted additional usability tests with new participants. In this process, I engaged with 10 new UW participants from diverse backgrounds, posing similar questions and assigning tasks.

I continued refining the onboarding experience with rounded edges, following the style guide. Introduced horizontal scrolling in the explore page, eliminated component overlap, and added a filter for enhanced functionality.

I am excited to share that the most recent hi-fidelity prototype is on its way to the IOS app store in the coming weeks. Looking ahead, I plan to conduct more research practices to refine the interface, implement A/B testing, and discover new areas for improvement. Regardless of a product's quality, there's always room for enhancement.