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Case Study/Gojek
Gojek CSS
we helped
Gojek retain first-time smartphone users on the driver app
when we did
Jan 2016 - Jun 2016
GOJEK IN 2015

Indonesia’s “go-to” app for everything

Today, Gojek runs the equivalent of nearly ten Indian unicorns rolled into one. But in 2015, they had just four services – GoRide, GoFood, GoMart, GoSend. They were growing rapidly and adding more services to their arsenal.
challenge 1
Gojek’s systems were overloaded
By the end of 2015, Gojek’s systems were unable to handle the ever increasing and large number of daily orders. Meanwhile, Uber, Instacart and Grab were offering similar services to the same users.
challenge 2
And their drivers overwhelmed
Every few months, Gojek introduced a new service, each wildly different from the last. Every service looked and worked differently and drivers found the app confusing.
Enter obvious

Gojek approached us to redesign their driver app

Out with the old
The screen for incoming orders in Gojek’s driver app in 2015.
The order details screen in Gojek’s driver app in 2015.
The design for incoming order screen in Gojek’s driver app in 2015.
In 2015, drivers had to upload the order receipt on Gojek’s driver app before they left the pickup location.
In 2015, Gojek’s drivers had to wait for users to confirm the order before they left the pickup location.
In 2015, it took time for drivers to upload receipts on Gojek’s driver app because of a patchy internet connection.
The screen for all upcoming orders in Gojek’s driver app in 2015.
The success screen in Gojek’s driver app in 2015 after an order was completed.
In with the new
Meet the new
driver app
Obvious redesigned the incoming order screen in Gojek’s driver app to show just enough details.
Obvious replaced buttons with sliders in Gojek’s driver app to reduce accidental cancellations.
Obvious redesigned the order details screen in Gojek’s driver app.
Obvious redesigned all screens in Gojek’s driver app.
Obvious redesigned all screens in the driver’s flow in Gojek’s driver app.
Obvious redesigned the driver’s user experience to reduce time taken to complete an order.
Obvious redesigned the screen for all upcoming orders in Gojek’s driver app.
Obvious redesigned the order success screen in Gojek’s driver app.
Driver success is business success
We audited the app for what wasn’t working, and redesigned it to make it easy to use. Since drivers could fulfill more orders, Gojek’s revenue grew.
solution 1
Show just enough details
about an order so drivers can quickly decide if they want to accept it.
solution 2
Auto-upload receipts
during patchy internet helped drivers see the drop location while the receipt was being uploaded.
solution 3
Sliders instead of buttons
as buttons led to accidental actions while drivers were on their two-wheelers.
solution 4
Show all upcoming orders
and complete order details so drivers can plan pickups and drops efficiently.
impact
800%
Increase in daily orders per driver
impact
44%
Decrease in time taken to complete an order
impact
54%
Decrease in accidental order cancellations
impact
200%
Increase in orders accepted by driver
solution 1
Show just enough details
about an order so drivers can quickly decide if they want to accept it.
impact
800%
Increase in daily orders per driver
solution 2
Auto-upload receipts
during patchy internet helped drivers see the drop location while the receipt was being uploaded.
impact
44%
Decrease in time taken to complete an order
solution 3
Sliders instead of buttons
as buttons led to accidental actions while drivers were on their two-wheelers.
impact
54%
Decrease in accidental order cancellations
solution 4
Show all upcoming orders
and complete order details so drivers can plan pickups and drops efficiently.
impact
200%
Increase in orders accepted by driver
A design system for speed at scale
We designed components and patterns so all services on the app looked and worked in a similar way. Partners intuitively knew how to use the app and Gojek’s team could build UI quicker and with less effort.
20+
Services have adopted the design system since 2016
From a
x 10
unicorn
to a
decacorn
10x
By 2019, Gojek became Indonesia’s first decacorn. Gojek’s growth was in part fuelled by the design system and the redesign of the driver app.
$7.1bn
In 2019 alone, Gojek added $7.1 billion dollars to the Indonesian economy via driver incomes and revenue for small businesses.
It was a pleasure to work with Obvious. They are genuinely passionate about what they do, and they bring a wealth of experience and expertise to the table.
christopher oentojo
vp product, gojek
Christopher Oentojo is Gojek’s VP of Product.
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