In order to improve driver-customer chat experience, we did couple of experiments to redesign the message templates (Quick messages) for chat to reduce the hassle for customers in communicating with the drivers partners.
The Gojek ecosystem completes over 200 million orders a month, and our driver partners fulfil a large part of these orders (like GoFood, GoCar, GoSend, GoRide, etc.). Customers and drivers partners rely on a better way to communicate instead of traditional calls, so there’s reduced friction during coordination during an order. Here’s where our Driver to Customer Chat comes in handy.
Quick Messages feature was launched as the first step to easing Driver-Customer chat. We analysed and surfaced the most typed messages between customers and driver partners on the chat window according to relevant booking status. This helped customers to send the messages with one tap and reduce the effort of typing messages on the keyboard.
Quick messages version 1
After the launch of version 1, our numbers revealed that not many were using the feature. To understand why this was happening, we collaborated with our research team and did a user study to understand this behaviour further.
We found out that users were facing difficulty while scrolling the horizontal list to find the right message.
Besides, some users also pointed out that the messages weren’t colloquial and quite formal, which made them hesitant to use the feature. They wanted to show politeness and gratitude to their driver partners by sending more personalised messages.
User feedback on version 1
Armed with new insights and innocent enthusiasm, we restarted our journey. Apart from ensuring contextual and cultural relevance to these messages, it was important to first focus on improving the discoverability of the messages itself.
As a result, we proposed shifting the messages from a horizontal list to a vertical one. This would not only help us in legibility and better interaction but would also allow us to fit longer and more personalised messages in the future. We also decided to keep the layout always open below the keyboard to allow users to quickly discover messages and send them to driver partners with ease.
Quick messages version 2