CAFU Pilot App - Improving the Shift Journey
project overview
CAFU is the UAE’s own & the world’s leading digital platform for vehicle services, and its fleet of drivers (referred to as "pilots") play a crucial role in delivering these services efficiently. The existing app had friction points in managing shifts, assignments, routes, and completion of tasks, which negatively affected the pilots' productivity and satisfaction.
my ROLE
MY TEAM
My role as Product Designer was to enhance the pilot's shift journey—from the start to the end of their workday. Making it scalable, reliable, and adaptable to any future CAFU services.
Senior PM
Software Engineer Lead
Problem Statement
Project Goals
The pilot's shift experience in the current CAFU app is cluttered and inefficient, leading to reduced time to completion of orders, lack of communication channels and low NPS rating from pilots.
1. Streamline the shift process by simplifying access to schedules, assignments, and task completion.
2. Improve communication between pilots and shift managers, offering real-time updates and instructions.
3. Optimize route assignments with clearer directions, better task prioritization, and faster completion times.
4. Enhance pilot satisfaction by reducing the time spent on app interactions during shifts, allowing more focus on driving and fuel delivery.
Discovery
Pilot Demographics
Pilot Journey
Key Insights
1. Simplified Shift Start & End Process
Pilots can now start their shifts with a single tap. Once logged in, the app displays the pilot's schedule, showing their assigned zones, tasks, and activities for the day. Pilots can end their shift similarly, with the app automatically logging their work hours.
Login
Shift details
2. Unified Order Fulfillment for All Services
The app now supports all CAFU services, including fuel, and BOLT services. Pilots can view:
Order Type (e.g., fuel, car wash, EV charging).
Order Details, such as timeslot, location, customer information, and vehicle details.
Order Statuses, including Started, Arrived, Completed, Canceled, and Rescheduled.
Order Notes, containing specific instructions or customer requests.
3. Pilot communication and management tools
The app provides pilots with feedback functions to communicate directly with supervisors and report issues.
4. Pilot Shift & Schedule Management
The schedule management feature enables pilots to view their allocated services and designated break times directly within the app. The schedule, determined by the operations team, includes bi-weekly ROTA information where applicable. Pilots can easily track upcoming tasks and now have greater control over their breaks, which they can manage with just two clicks. This ensures that pilots remain informed and prepared throughout their workday. Designed to enhance overall operational efficiency, this feature also improves communication between pilots and the operations team.
Schedule
Lunch break
Fuel up order flow
Success Metrics
Pilot Performance
Before: Pilots faced inefficiencies due to fragmented systems and constant context switching.
After: The redesign resulted in a 16% increase in pilot performance, with more orders completed on time and fewer operational delays.
Delivery Efficiency
Before: Managing multiple services caused delays and reduced productivity.
After: Efficiency improved by 15% within the first three months as pilots could handle multiple services seamlessly, reducing downtime and duplication of tasks.
Pilot Satisfaction
Satisfaction surveys showed 85% of pilots reported higher satisfaction with the new app, a 18% increase compared to the previous version.
Order fulfillment accuracy
Before: Errors were common due to manual processes and the operations team being overloaded.
After: Automation and real-time updates reduced order errors by 22%, improving fulfillment accuracy.
Pilot Engagement
Engagement improved by 20% through in-app communication features, feedback loops, and a more user-friendly interface.
