Content design for a mobility monitoring app

I led quantitative and qualitative research and created experience that educates and guides drivers on their driving behaviour.

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Problem

Drivers complained they didn’t understand how their scores work and what to do to improve them.

FloowDrive is a white-labeled mobile app that automatically detects and scores journeys driven by a driver. Insurance companies use it to assess driver behaviour and offer better rates to safe drivers.

Solution

Over the course of 18 weeks, I redesigned how content was discovered, organised, and written. The new solution enabled drivers to access personalised content tailored to their driving behaviour and provided clear explanations of how scores are calculated, addressing their frustrations with the app.

Key features

  • Driving insights: Clear, actionable steps are provided to help drivers become safer and improve their scores. These are prominently accessible from the Home page.

  • Educational articles: Drivers can access detailed articles that explain key driving behaviours and tips for improvement in a user-friendly format.

  • Score transparency: A breakdown of score calculations helps users understand the factors influencing their scores, building trust in the system.

  • Improved map experience: The map now includes detailed explanations of driving events, making it easier for users to interpret and take corrective action.

Outcome

The solution successfully addressed drivers’ frustrations with the app and delivered measurable improvements in both user satisfaction and operational efficiency.

The solution was designed to improve usability and reduce user churn, which we expected would lead to better user retention over time. However, as I left the business not long after delivery, I was unable to track the long-term results.

Reduced support burden by 63%

Increased user satisfaction by 34%

Better alignment of DS components

What I learnt

I could have tried to get a buy-in from the stakeholders to conduct usability tests with a more diverse list of participants. It could have uncovered a wider range of user experiences and potential issues, leading to more robust solutions enabling me to offer an experience that was even more personalised.