About the company
With over 170 million downloads, Gojek is Indonesia’s super-app giant; a one-stop platform connecting customers with over 2 million registered driver partners and 500,000 GoFood merchants, providing access to a wide range of services across transport, food delivery, logistics, payment and many more. In order for those services to commence, a Driver Platform is used by Gojek’s driver partners.

Project deliverable(s)
Storyboard of the users’ experience, in-app automated message, sign language car hang tag, sticker for motorcycle helmet 

Challenges

• A blind user reported on social media that the app was difficult to use independently. The feedback highlighted accessibility gaps in the driver experience.

• This initiative allowed team to investigate further on whether similar barriers affected users with other disabilities.

• Research revealed that communication between drivers and customers was the primary accessibility challenge.

Approach

• Reviewed customer feedback and accessibility complaints.

• Partnered with the research team to conduct interviews and usability studies with customers and drivers.

• Mapped communication pain points across different ride scenarios.

• Identified that the biggest barrier was enabling clear communication when either the customer or driver had a disability.

• Framed the design question: “How might we create a seamless way for drivers and customers to communicate when one or both users have accessibility needs?”

Outcome

• Co-created an Accessibility Toolkit with the research team to improve communication between drivers and customers.

• Increased awareness of accessibility needs, including basic sign language, among drivers and customers.

• Enabled more inclusive and seamless communication across different ride scenarios.

Collaborators
Product designers, UX researchers, UX copy writers, sustainability team