Carpoolers who don't get matched have no other option but to find an alternative way to get to their destination. For people driving, this isn't so bad because they have a car. But for people riding this could be the worst part of their day. They might have to take a more costly mode of transportation, make arrangements that inconveniences others or worse, end up being stranded.
I worked with our User Researcher to define the goals for the usability tests. In order to let carpoolers explore the designs, I created multiple prototypes in InVision, which we shared with them via a link over video. I sat in on the tests to get a better understanding of how our carpoolers thought, felt, and understood about the new experiences. Below are some of the things they said that stood out.
These are some of the designs we explored early on.
These are some of the designs we tested with our carpoolers.
After the user tests were completed, the User Researcher put together their findings in a doc. The doc included what carpoolers said and suggested edits to the designs.
A couple of the suggested edits were; the location of the feature, which caused confusion about how it differed from their normal request and the copy made it hard to understand when the Shortlist opened and closed.
Below are some quotes from our carpoolers that stood out.
Allow drivers to create a carpool by choosing a rider or pair of riders from the list. They would only be allowed do this after the scheduling deadline if they were canceled on or didn't schedule.
These are some of the flows created for both rider and driver experiences. Flows are a fundamental part of our process. That means it's important to make sure details, e.g. when does the Shortlist show (indicated by the blue arrows), are documented.
Drivers are shown a list of riders. The list items are presented as a card, which has the most pertinent details that a driver would need to make an informed decision on whether or not they'd want to carpool with a rider or pair of riders.
Riders are shown the status of their request. This gives them insight into what is going on. They are told when they'll receive an update, if their request is being viewed, and most importantly if they've been matched. They also have the option to opt-in when they schedule and can edit or delete their request once in the Shortlist.