UX Design
UI Design
Prototyping
During my time as a Junior Designer at Lalamove, I worked on improving the driver experience by supporting the redesign of core app features like scheduled orders. My role involved synthesising user research, sketching and prototyping new interaction flows, and collaborating with engineers to ensure the designs were practical and scalable across regions.
Skills
Market & user research
Product design
Content design
Interactive prototyping
Collaboration
Jingwen Bai - Product manager
Timeline
Sep - Oct 2021
Overview
Opportunities
Filter by Location will be supporting drivers to choose their preferred locations for scheduled orders (Later today and Next 30 days).
CONTEXT
Lalamove faced challenges in helping drivers plan scheduled orders efficiently.
Drivers can choose current and scheduled orders, but not by district.
FINDINGS
Drivers strongly preferred nearby jobs, mostly within
2-4km
Longer distance scheduled orders were often left unclaimed.
How might we let drivers filter by preferred locations for scheduled orders to improve fulfilment efficiency?
We identified four main product objectives we wanted to achieve:
Increase scheduled order fulfilment
Match more pre-booked orders with available drivers in advance
Support driver planning
Let drivers choose preferred areas and plan their schedules efficiently
Grow corporate order volume
Encourage more businesses to book scheduled deliveries by improving reliability and fulfilment
Improve visibility and control
Make scheduled orders easier to find and manage without overwhelming or over-filtering the system.
"As a driver, I want to increase my opportunities for scheduled orders that are suitable for me in specific areas, in order to plan my time more efficiently"
Findings & Explorations
District organisation
Markets varied widely depending on location. In some markets (like Brazil) there were complex market structures of 100+ districts, so the feature had to be flexible enough to adapt globally while feeling consistent.
(image shows comparison of HK and SG)
Balancing efficiency with exposure
Filters needed to give drivers control without limiting them so much that they ended up with “0 available orders.”
LBS GROUPING
Driver behaviour conflicts:
For schedule orders, drivers are more tolerant on the order's arrival distance
SG operations mention that drivers welcome scheduled orders as they know most of these orders are from corporate, hence these scheduled orders allow them to plan ahead.
Most drivers take orders closer to them (usually within 4km): the further the arrival distance, the lower fulfilment rate is:
68.4% of HK drivers take orders within 2km
53.5% of SG drivers within 3km
Final solution
We redesigned the scheduled orders feature with simplified tech layers and groupings, enabling drivers to plan ahead more intuitively. The new design improved overall usability and supported Lalamove’s business goal of increasing order fulfilment and driver adoption in pilot markets.
Result
Key highlights
Scalable design solution:
Designed a layered region-to-district scale filter that worked across markets, including those with 100+ districts (e.g. Brazil market).
Positive adoption at launch:
Surveys and analytics revealed the feature was well received after 2 months, and in the Hong Kong region, core metrics such as fulfilment rate, retention, and order exposure remained stable after launch, meaning the filter supported drivers without harming business performance. Singapore drivers also used the feature 3x more than in Hong Kong.
End-to-end ownership:
Had early responsibilities as a junior designer and took lead on design from research insights to final QA within 2 months being with the company.