Designing for Efficiency: Enhancing the Gig Driver Experience with Driver’s Seat

Abstract

Driving for apps like Uber, Lyft, and DoorDash has become a central part of the modern-day gig economy. Yet, drivers for these apps often struggle to make ends meet, stay safe, and feel respected, whether due to inefficient routing, long unpaid wait times, information asymmetry (e.g., withheld route details), or difficulty accurately tracking earnings from multiple platforms. In 2019, the Driver’s Seat Cooperative launched an app called Driver's Seat to help drivers make informed decisions by giving them access to their own data in an industry that often limits driver control—features included mileage tracking across multiple platforms, crowd sourced earnings per hour data, and expense tracking. Since then, the app has lacked regular updates, faces usability challenges, and no longer fully meets the evolving needs of its users. This study proposes a redesign of Driver’s Seat—through targeted features and a more user-friendly interface—to better support gig drivers. We conducted interviews with both current users of Driver’s Seat and drivers who had never used the app, identifying key needs such as access to reliable data, personalized insights, and support for safer working conditions. Based on these findings, we created wire-frames incorporating features that could address the identified needs such as an incident dashboard, a driver resource map, and more individualized insights. We then evaluated these features in workshops and additional semi-structured interviews with drivers. We also consulted with a data ethics expert to assess the broader implications of data sharing and visibility in safety reporting systems. This feedback informed our usability priorities and helped shape future directions for the app’s development, to ensure the redesign effectively supports their daily driving routines.