TRIP Driver's App: Writing from the Other Perspective

I created the copy for Traveloka's Driver App, TRIP–switching my perspective of writing not from the customer's point of view, but from the driver's picking them up.

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About the Project

Traveloka offers airport transfer services, which allows user to book their transport from and/or to the airport with private cars, shuttle buses, or trains–with private cars being the most popular. We partner with third-party suppliers to provide this service to customers.

Along the way, we found that the biggest issue our customers face when using this service lies not in the booking process in our app, but during the pick-up. The number one problem: the driver simply doesn't show up. And after further investigation, we found that this problem stems from a number of reasons, such as conflicting pick-up schedules, unconfirmed agreement to pick up, to the driver simply forgetting to pick up.

Not only this cause bad customer experience, but it also causes our operational cost to skyrocket.

This problem is quite tricky to solve because we did not have much control over the pick-up experience. It relies mostly on the hands of the suppliers and their drivers.

The Solution

We switched our perspective from being our customers and became the drivers–and create an app for them. This app, TRIP, will allow us to gain more control of the drivers' quality. In short, the app would:

1. Empower drivers to provide high-quality service

2. Support Traveloka and the suppliers in managing operational activities to increase efficiency

3. Provide Traveloka with real-time information to help improve customer experience

Key features of the app include:

1. A calendar to help drivers keep track of their orders

2. Order details that allow drivers to receive instant updates about their orders

3. Driver status updates to inform Traveloka and the suppliers of the drivers' whereabouts

4. Reporting feature that allows drivers to report any issues they experience regarding the pick-up

5. Driver's performance tracker to motivate drivers improve their service

How I Helped

Role: UX Copy Editor

• Learned about the drivers' day-to-day activities

• Learned about the drivers' lingo to ensure the copy in the app matches what they use daily

• Collaborated with the Copywriter to craft and iterate the copy through usability testing

• Edited and fine-tuned the copy created by Copywriters to ensure clarity and understandability

• Ensure the copy is easy to scan to fit drivers' that are always on the go