What's at stake
When you're dealing with market places in general, the balance between supply and demand is your ultimate challenge. At iFood, we had an increasing order figure day after day and ourselves at the Logistics Tribe had to support that by offering the right amount of driver supply to deliver all of it. There were multiple times where we needed to onboard a bunch of drivers in between a few days. That is the main importance of a proper designed onboarding flow. In times of under supply, you need to have confidence that. your entering machine is working properly. And our wasn't all that much.
Make your sub-titles matter!
Well, that's at least something I told myself a lot. That's because I wanted to ship an onboarding flow that brought the least amount of doubt possible. Of course we had complementary channels for which we could direct users to it in order to give more detailed answers but I really wanted to commit to the "complementary" aspect of it. The main flow should be taking care of most of it. This product principle around this pillar of the app set stage for a simple UI design decision that was: using lot's of sub-titles. I'm a fan of good redundancies. I'm willing to compromise my beautiful design so good information is passed on through at the right time.
Other thing we did was set a stage visualizer. What I mean by that is simply adding a progress bar to the top bar of the app. A simple touch that aimed at reducing drivers anxiety at inputing to our onboarding. And that is specially important because we took in consideration the journey of the driver as the main frame to design from. You see, drivers are most of the time, well... driving. There are moments, here and there, where they'd be doing nothing, with their vehicles parked. Those may be between one delivery and another or else at their houses by the end of the day. Showing progress is a way to present how much time they would spend in our flow. And given the moment they chose to enroll in it, time and length are key factors for deciding wether they wanted to do it.
This onboarding flow is specially complex because it has a bunch of specific business rules that we needed to follow. Like, asking for certain documents and informations, at the right time, to have a proper user built in the data base. Sometimes, these were non-negotiable. But in the UI, we could provide a more simple way of asking those things. That's why I chose to summarize the three top inputs users had to do it in one screen only, appearing and scrolling in as they finished inputting the first item (That's the third UI in the figure below I'm talking about). That not only reduced friction but it also told a story straight: first we need to know with what vehicle you want to drive, in order to know what documents to ask.