UI/UX Bootcamp Assignment 1: Interview Gojek Drivers

The main topic for week one is user research, so, much to our surprise, the assignment that week was to do a user research.

The assignment

Identify opportunities for online driver’s income transparency.

• Create a research plan and research script.
• Conclude the assumptions.
• Then make suggestions on how to improve the application.

Method

The research was conducted in a group of three. Each of us should be able to decide an online hail-ride platform, interview one driver each. Participants should have different types of users: active, semi, and non-active.

The interview process

I asked my questions on WhatsApp. The driver is a friend’s cousin who works for Gojek as part time after his main job. The friend’s cousin even gave me some screenshots to make a point of his answers.

Problems/obstacles:

The tutor suggested us to order a ride, ask the questions during the ride, and make the interview sounds casual, however it was rainy season and it rained the whole mornings and afternoons (for 5-6 hours a day), to conclude, it was difficult to get a ride.

How to resolve:

I asked friends if anyone knows someone who drives for Gojek. I was lucky a friend’s cousin drives after work and got his WhatsApp number.

Result

You can preview our full research plan here in Bahasa Indonesia:

From the assumptions above, all of them were wrong. We assumed that:

• the drivers do not think that the income numerations on the app make sense
• Gojek tried to make navigations to see the income a bit more difficult than necessary.

However, the numerations are detailed according to drivers (and according to me as well) and the button to the income page is right on the navigation bar at the bottom of the screen.

My take, is that, the drivers that we were interviewing are pretty tech-savvy, worldly, and has been driving ride hailing app for at least more than a year. They were either university students or part-time workers, so I assumed that navigating mobile applications come easy, Gojek has great IA on the income page particularly, and understanding basic accounting is not hard.