Reimagining a Traditional Taxi Driver App for In-Vehicle Software Integration
Redesigned a legacy taxi driver app into a fully integrated in-vehicle system, cutting driver screen-glance time from 5 seconds to approximately 1 second while achieving full Auto Guideline compliance.
Context
Taxi driver apps were traditionally built as standalone hardware and software, disconnected from modern vehicle operating systems and their safety standards. For drivers, that meant juggling a separate device while navigating traffic — every extra glance and tap adding to cognitive load. Working closely with the CEO, sales, and engineering teams, I led the redesign into a fully integrated in-vehicle application, built to meet Android Auto and Apple CarPlay guidelines.
Problem
Stakeholder interviews, heuristic evaluation, and user testing identified three core issues:
Non-compliance with Auto Guidelines – Over 90% of existing taxi apps failed to meet Android/Apple Auto standards, resulting in poor usability for drivers.
Cognitive overload and safety risk – Cluttered UI layouts packed too much content on-screen, violating the "at-a-glance" principle — the requirement that in-vehicle displays convey essential information within a single glance (roughly 0.5–1 second), so drivers can return their attention safely to the road.
Limited payment flexibility – Most apps supported only cash and card, falling short of rider expectations for split payments, vouchers, and Cabcharge — creating friction at the point of payment.
Research
The challenge – solving for external customers based largely on internal stakeholder knowledge, with no direct access to drivers or riders early on. I combined three research methods to validate assumptions before and after launch.
Stakeholder interviews – Gathered business requirements and pain points directly from drivers and taxi operators. This gave us a grounded starting point for requirements before testing began.
Heuristic evaluation – Benchmarked the existing app against Android/Apple Auto Guidelines and usability best practices. This surfaced specific, addressable compliance gaps rather than a vague sense that "usability was poor."
User testing – Validated real-world usability issues drivers experienced, particularly around safety and readability while driving. Assumptions drawn from stakeholder interviews were tested and confirmed post-launch.
Solution
1. Defined requirements from research
Analysed and synthesised interview and testing data, then prioritised actionable feature improvements in collaboration with the C-suite to form the foundation for the new app's requirements.
2. Prototyped the proof of concept
Ran multiple rounds of UI iteration to design a first proof of concept that met the Auto Guidelines' "at-a-glance" safety requirement (0.5–1 second) while simplifying the driver's core tasks.
[Image: Taxi driver mobile meter screen in dark and light mode]
3. Validated with clients
Led design walkthroughs with 5 external taxi operator clients to gather feedback on the POC, then iterated based on internal and external input to finalise the direction.
4. Prepared for release
Handed over final Figma designs to front-end developers and conducted QA testing ahead of launch, ensuring design intent translated accurately into the build.
[Image: Taxi driver tablet meter screen in dark and light mode]
Results
The redesign delivered strong outcomes for drivers, passengers, and the business:
Auto Guideline compliance – The app meets Android and Apple Auto standards, with all content viewable "at-a-glance" to support driver and passenger safety.
Full in-vehicle integration – Built as a fully operational, integrated in-vehicle software app, becoming a key differentiator in winning new clients.
Driver satisfaction and task-completion time – Cut from 5 seconds to approximately 1 second, directly improving driver safety and task completion.
Reduced payment friction – Added support for Apple Pay and Google Pay, creating a smoother fare experience for drivers and passengers.
