Most people when performing anything would like to know how they're doing it. This is special for operational processes that includes so many aspects of efficiency and quality. Drivers, in the iFood fleet, craved since the early days of the product for more in-depth visualizations of their performance. That included not only the operational side but the financial too. And the latter is actually, kinda, the main point here.
Gig economy is tough. It's far from easy. Despite getting to be a part of several players, the individual has a hard task of compiling results and checking what role in specific is serving them at best. My main goal tackling visualizations of driver performance was helping that task. I wanted to breakdown in a much broader detailed way how one driver was performing in our platform. That also went hand in hand with a product principle set of transparency. The lack of, therefore, caused a growing feeling of vulnerability, the sense of exploitation and confusion. We wanted to go away from all these by providing clear information, presented in an organised way.
Impact in the ecosystem
Of course we entered most Facebook groups of drivers. Frequently, we'd see posts arguing and complaining about iFood stealing money from them, questioning when we'd pay them their delivery fees and if it was making sense riding for iFood at all, since it was confusing to know how much they've gained from it. All this unhappiness had a big toll in our CX team, in multiple channels. By the time of the research, we had about 4k tickets opened with perfomance related questions and somewhere about 500 comments in Google Play raising the issue up.
And that was very rightful so. Below, I'm attaching some UIs from what was the product in the sense of performance data display by that time. It was too simple, little details. We needed to improve badly from that.