Gojek Disable Driver Registration Form: UX Writing Case Study

Halo! Today, I would like to share another UX project, specifically about UX Writing. This case study was created as a daily project at UX Writer Jobhun Academy. It talks about Gojek’s disabled driver registration form. My UX process was creating problems and user journeys, crafting copy, make a prototype, and do UT testing. Here’s the full article.

Research

Overview

Disabled drivers are afraid to be honest about their situation because they think customers will continue to cancel orders.

Objective

Design and copy the driver’s disability confirmation screen and assure them that Gojek will support them too.

Insight from research

• There are no pages that confirm whether the driver is disabled or not.
• The user doubts if disabled drivers can ride well, therefore drivers are less comfortable.

UI Proposal

Create one full screen with empathetic copies to help the disabled driver.

User Flow

User Flow of Gojek Disable Driver Form

User Journey

Based on the research, that one fullscreen is divided into 2 copy crafting. In the first one, the copy asks the driver if they have any disability or not. In the second one, there are questions about the driver’s disability detail.

Copy Crafting #1

Content theme: Disabled driver registration form.

Content details: Disability selection box.

Detail information:

• Disabled and non-disabled selection box.
• Calm the driver that Gojek will support drivers with disabilities.

Tone & Voice: Professional and empathetic.

Structure

• Title: Give a question if the driver has any disability.
• Description: Soothe the driver it’s okay to be honest, Gojek will support them.

Copy Makeover

Copy rationale:

• “Do you have any disability?”
  Clear question. This copy wants to know if the driver has a disability or not. Also, the copy engages the driver to tell the truth about their condition so Gojek can support them.
• “Don’t worry, Gojek will support you as a driver. Your order will not be canceled by users.”
  Empathetic subtitle. This copy reassures the driver that Gojek will help them as a driver. The concrete form benefits that the user will not cancel the driver’s order.
• Disability selection box.
  Yes or no question shows clear and concise principal so that the driver understands it more easily.
• If the driver click yes, the disability information details will appear. If the answer is no, the driver proceeds to the next step.

Copy Crafting #2

Content theme: Disabled driver registration form.

Content details: Disability confirmation screen.

Detail information:

• Convincing disabled drivers to be honest and Gojek will support people with disabilities.
• Ask the driver what kind of disability and their needs.
• Tell the benefits for drivers.

Tone & Voice: Professional and empathetic.

Structure:

• Title: Give a title that says Gojek supports people with disabilities.
• Description: Tell the form of support provided by Gojek.

Copy Makeover

Copy rationale:

• Kind of disability selection box.
  This section wants to know the type of disability that the driver has so that Gojek can track it to the next stage of support.
• Clear Gojek’s service options.
  This section gives the driver the option of services they can provide, considering the type of disability. Besides that, this selection box allows drivers to select more than one service.
• Concise Gojek’s support.
  The copy in this section asks drivers to specify the service required — a limitation option to keep driver expectations with the support that Gojek can fulfill.
• Helpful additional conditions.
  This section explains the driver’s situation in more detail. This copy helps the driver if there are additional conditions to be aware of.

Testing

After copy crafting, I did Usability Testing (UT) on 3 respondents as Gojek’s users. Unfortunately, I didn’t do UT to disable the driver due to the time limit. The UT started with these big main questions:

1. What do you see about those copies?
2. How much are those copies effective?
3. What are the improvements for those copies?

The result

• Clear UI design.
• This form helps drivers because the copies are respectful and empathetic.
• It seems easy because it’s contained a selection box.

Improvements

• Need further validation about their condition.
• Make the additional condition optional.
• Pay attention to Indonesia’s wording (tuli instead tuna rungu).

Thank you for reaching out to my project until the end. I really appreciate your feedback and suggestions. You can hit me up through LinkedIn. See you on the next project! :D