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 

Challenge(s)
A blind user shared on social media that the app was difficult to use independently, bringing accessibility concerns to the Gojek Driver Platform team. This prompted the team to investigate whether similar barriers existed across other disabilities. 

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
The Gojek’s research and design division teamed up to create an Accessibility Toolkit consisting of a handout, hang tag, sticker and patch to ease the communication process and raise the awareness of sign language between both customer and driver.

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