Driver's protection funds

Description

A brief story on how we used our platform to help delivery people during the COVID-19 outbreak.

Role

Lead Product Designer

How can we keep drivers safe through design during COVID-19?

As COVID-19 surged, so did driver risk and fear, threatening operations. Our goal was to protect this vulnerable workforce by reducing in-person contact and providing critical health access. This need was crystallized by a driver's poignant question on social media: “Has anyone ever been absent from iFood because they are part of the COVID-19 risk group?”. A sentiment of uncertainty that fueled protests and became our central problem to solve.

We analyzed driver data and co-created solutions with stakeholders to improve user well-being and business KPIs.

94%

of the drivers live with someone, children, spouse, parents, grandparents, etc.

70%

of the drivers make deliveries every day.

64%

of delivery people have children.

25%

of the drivers believes that the main benefit they can have is the health insurance.

Contactless deliver, driver x consumer handshake

To reduce contact and fraud during the pandemic, I designed the Driver x Consumer Handshake: a shared code feature for delivery confirmation. It boosted trust, met key OKRs, and remains active 5+ years later—designed with small-device usage in mind.

Alongside this, we also designed an internal tool called Jarvis that allowed logistics operators to manage delivery partners much more easily—replacing the manual, spreadsheet-based process.

Prevention and protection checklists

I designed in-app checklists and chatbot flows to identify and support drivers in COVID-19 risk groups. This helped screen over 180,000 drivers quickly, reducing operational time and speeding up support.

Delivery de Vantagens

We repurposed Delivery de Vantagens, a low-engagement product from Logistics, to offer a free agreement for delivery partners in partnership with a third party for health insurance and vehicle insurance with a large discount. The flow was integrated directly into the Driver App.

Our initiatives transformed driver safety and satisfaction. By implementing innovative solutions, we improved the delivery experience and fostered security among drivers. Positive feedback from our community highlighted the effectiveness of our strategies, showing a significant boost in morale and trust in the platform.

96.5% driver's CSAT

The operations improved the CSAT to over 96% with all the flows and tools implemented.

300K USD

Estimated savings in driver support costs.

+50%

Over 50% of iFood drivers signing for the free health insurance program.