Poor navigation.
Amazon reported a 150% annual turnover rate for hourly employees in 2020, including 64% for delivery drivers, due to tough conditions and delivery frustrations. The Amazon Flex app worsens the problem with a poor interface and inconsistencies that make large-scale deliveries nearly impossible.
Pure frustration.
To find out more, I interviewed 2 Flex drivers and 3 DSP drivers while also searching through the r/AmazonDSPDrivers subreddit with over 115,000 active Reddit users.
Key Findings
78% of drivers wanted clearer current stop indicators
64% said they struggled to visualize delivery clusters
53% reported confusion when scanning multiple packages per stop
Almost 80% of all discussions on the r/AmazonDSPDrivers subreddit were related to map issues and overwhelming stop numbers.
User Flow
I mapped out the user flow for Flex drivers and DSP drivers to better understand the special pain points for each while also finding commonalities between the two.
Scalability
At the start of a shift, drivers face 70–300 unpredictable packages, making organization overwhelming. The itinerary and loading pages omit crucial details like package count, bag color, and customer names, slowing sorting and delivery. My challenge was to design a system that gave drivers maximum information while staying visually scalable.
I got to work.
I created low-fidelity wireframes to explore variations of the original app’s pages, testing how much information could fit on one screen without overwhelming drivers. This process helped shape the final designs.
A major pain point was inefficient package sequencing—the original app sorted stops by address, causing backtracking and confusion in complexes.
Solution: I designed an intelligent sorting system that:
Color-codes deliveries by bag/zone
Highlights current clusters while dimming future ones
Dynamically reorders stops based on real-time location and efficiency
Drivers often struggle to locate small gray overflow package numbers, making van loading chaotic without help.
Solution: I created a package sorting system that:
Uses color-coded overflow labels matching bag colors
Adds a visual load-assist view to guide placement
Lets drivers switch between block and list views for flexibility
Delivery User Flow
The current app spreads delivery prep across five screens, lacks key features like precise location and stop tracking, and makes multi-stop deliveries confusing. My challenge was to consolidate everything onto a single page and improve navigation to increase efficiency and reduce delivery times.
Design a more functional navigation UI with an expanded view area and enhanced GPS features, including alternate routes, precise location tracking, and accident reporting; capabilities missing from the original app.
Designed an all-in-one delivery interface that scans packages and prompts drivers to select the delivery location, featuring a detailed customer info dropdown. This consolidates all essential information onto a single, streamlined page.
3-Step Delivery
This consolidated delivery page allows for a simple 3-step process for every delivery. Gone are the days of tapping through a series of pages just to complete a delivery.
Dashboard & Overall User Flow
The app’s flow is inconsistent—tabs often force restarts, and itineraries aren’t viewable during active deliveries. The dashboard also lacks key details like shift times and a weekly calendar. My challenge was to create a cohesive, streamlined experience with easily accessible information and a clear overview.
I designed tailored dashboards for Flex and DSP drivers: Flex drivers see earnings, schedules, and offers at a glance, while DSP drivers can view schedules and punch in directly, replacing the separate ADP app.
The hamburger menu now prioritizes essential tabs at the top and displays your total and remaining stops at a glance during an active shift.
