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deboarding-reonboarding-flow

De-boarding & Re-onboarding process for DPs

This feature simplifies deboarding and re-onboarding by efficiently managing violations and re-onboarding requests.

Introduction

One of the key challenges faced by Driver Partners (DPs) is navigating the deboarding and re-onboarding process, often leading to confusion, delays, and frustration.
By establishing a single source of truth, categorizing cases effectively, and ensuring clear communication, we enhanced efficiency, reduce errors, and improved the overall DP experience.

Challenge

  • Current deboarding and re-onboarding processes lack transparency and efficiency.

  • There is a need for a structured system to handle complaints, violations, and re-onboarding requests.

  • Providing DPs with clear communication and guidelines can help in reducing misunderstandings and improving compliance.

Old Production Screens showing Note element regarding account deactivation and no clear reason for retraining or account deactivation.


Competitor Analysis

  • Providing clear reasons for Deboarding with time stamp.

  • Helping users to understand how this works and what next steps need to be followed by them.


Multiple Iterations

Worked on different levels of wire framing and gathering insights from driver partners to what exactly they need in the app and how well this process can be introduced within the app.

Feature Solutioning

  1. Intuitive Case Creation Flow:

  • Designed a user-friendly interface on hub dashboard for TMS team members to log DPs violations efficiently.

  • Implemented structured input fields to ensure standardized case documentation.

  • Provide guided steps to categorize violations accurately for better tracking.

  1. Real-Time Status Updates for DPs:

  • Introduced a clear and accessible status feature within the app for DPs to track their deboarding/re-onboarding progress.

  • Use visual indicators (e.g., progress bars, status tags) to improve clarity.

  • Enable push notifications and in-app alerts to keep DPs informed about actions required.

  1. Seamless Re-Onboarding Request Flow for DPs:

  • Designed a step-by-step guided process for DPs to request re-onboarding after meeting eligibility criteria.

  • Automated verification of completed cooling periods and training before allowing submission.

  • Provide a confirmation element and next steps to set clear expectations.


Metrics Achieved

Created a De-boarding Re-Onboarding Flow for the DPs thus increasing DP satisfaction.