iFOOD - DRIVER APP

Context

iFood is the most popular food delivery app in Latin America, responsible for more than 2 million orders a day.

During my time there as Staff Designer and Design Manager, I was part of the Payments team and I was responsible for leading a team of 5 designers and being part of strategic projects to ensure income to the drivers, food to customers, and rentability for the business.

One of the great projects I had the opportunity to participate and see coming to life was the Offline Payment Supply solution.

Problem Statement

Currently, the mPOS machine is the iFood primary offline payment method. And the distribution of the mPOS machine is done through a lease agreement exclusively for Logistic Operator Drivers.

There's a lack of engagement from the OL Drivers with the mPOS machines, which led to supply shortages and the closure of some locations due to the lack of active Offline Payment methods.

The Challenge

How can we guarantee the use of the mPOS machines by the Drivers in order to meet the offline payment demand, avoiding the lack of supply, loss of assets and saturation of the coverage areas?

Difference between OL Drivers and Nuvem Drivers
At iFood, we have 2 classifications of drivers: OL Drivers and Nuvem Drivers. The majority of drivers in our base are Nuvem Drivers, which is anyone who signs up for iFood and starts making deliveries. On the other hand, the OL Drivers are drivers employed by a company that has a contract of partnership with iFood to attend iFood customers' orders.

How might we...
...increase the supply of offline payment methods in a sustainable way and break the dependence of the OL Drivers by making the access to the mPOS machines also available for the Nuvem Drivers?

The Solution

Through deep validation with user drivers and customers on different scenarios, we got to a solution that would solve the supply issue and prevent possible frauds in the platform by any bad intended Nuvem Driver.

We've created a user journey in which the Nuvem Drivers would receive an invitation to get an mPOS machine via a digital Lease Agreement. Once they signed it, we run a face match validation via AI technology to make sure the drivers really are who they say they are.

EXPERIENCE AS A MANAGER

About my Staff Designer & Design Manager role

As a Designer Manager at iFood, I had the responsibility to lead, mentor, and guide 5 designers under me. And also as a Staff Designer, I had the opportunity to mentor several designers from other teams and build the product vision for 3 different areas of the company. Below I list some of my various attributions:

• • I managed a team of 5 designers of all seniority levels.
• • I was responsible for defining goals (OKRs, KPIs, etc), metrics, objectives, and design deliverables in alignment with the Business, Product, and Engineering areas.
• • I collaborated in strategic planning with high-level stakeholders (C levels and key accounts) pointing out how design can contribute to business goals.
• • I was always analyzing metrics to understand users' behavior and products' performances to make decisions based on reliable data.
• • I assisted, supported, mentored, and actively led the designers under me on a daily basis, focusing on building a confident, solid, and integrated team with great results.
• • I was responsible for creating the tactic and the action plans by making use of the best practices of my design process.
• • I was responsible for keeping the design team aligned with their deliveries and objectives.
• • I supported the demands and the application of the design processes with the designers and product managers.