Coping in the Gig Economy: Courier Partner User Experience
Sorathiya, Hardikbhai; Darbar, Kuldeep (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202505038809
https://urn.fi/URN:NBN:fi:amk-202505038809
Tiivistelmä
The rapid growth of food delivery in Finland brought to the forefront a set of issues affecting courier partners, such as non-efficiency in app performance, limits on real-time interactions, and lack of enough sustainable deliveries. These issues negatively affected the efficiency, happiness, and environment of courier partners. This research examined the applicability of Morville's UX Honeycomb Framework (2004) as a solution to these issues as well as enhancing the UX of courier partners. Focusing on usability, accessibility, functionality, and sustainability, the research identified pain points through qualitative data obtained from five courier partners. The research identified repeated issues such as delays in the application, poor information flow, and no proper updates in real time, and also proved couriers' high affinity towards greener delivery alternatives.
The findings indicate the need for a more stable and efficient app layout for better real-time communication, better navigation, and convenient access to key information such as delivery points and customer data. The couriers’ partners prefer and like methods through which they can sort deliveries according to criteria such as payment, distance, and urgency, and the ability to process multiple deliveries at the same time. Also, integrating sustainability into the design of the app was an important theme, with courier partners being willing to utilize electric vehicles or bikes for delivery to reduce their carbon footprint.
This study provides valuable insights to the UX design of the gig economy, particularly food delivery companies. It focuses on the need to develop a sustainable, efficient working environment for courier partners. The proposals developed in the study meet both business operations and sustainability needs of the business and offer practical advice to food delivery businesses, and app developers to enhance the overall experience of couriers but in conformity with Finland's sustainability goals.
The findings indicate the need for a more stable and efficient app layout for better real-time communication, better navigation, and convenient access to key information such as delivery points and customer data. The couriers’ partners prefer and like methods through which they can sort deliveries according to criteria such as payment, distance, and urgency, and the ability to process multiple deliveries at the same time. Also, integrating sustainability into the design of the app was an important theme, with courier partners being willing to utilize electric vehicles or bikes for delivery to reduce their carbon footprint.
This study provides valuable insights to the UX design of the gig economy, particularly food delivery companies. It focuses on the need to develop a sustainable, efficient working environment for courier partners. The proposals developed in the study meet both business operations and sustainability needs of the business and offer practical advice to food delivery businesses, and app developers to enhance the overall experience of couriers but in conformity with Finland's sustainability goals.