Grubhub driver app: self service & compliance center

New feature that allows drivers to access services that would normally require phone calls with customer care.

Role: Senior Product Designer
Time: 6 weeks

Contact me for a walk through and full explanation of this project

THe problem

Only 10% of Driver Care contacts are automated via self service center compared to the 48% for restaurant care. Drivers are calling customer care for most of their problems that include but limited to:

  1. Activate account

  2. Grubhub debit card

  3. Change delivery region

  4. ID Verification (SSN)

  5. Updating Tax information (EIN)

business needs

  • Conservatively, will be able to go from 10% to 25% and save $3.2M annually.

  • Will eliminate the need to manually activate driver accounts, therefor allocating customer care In other places.