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CarePilot Rider App
Built to support those who drive care forward.
Role
Lead Product Designer
Tools
Figma, Adobe Photoshop, Jira, & ChatGPT
Notes
Brand has been manipulated due to an NDA
Year
2025
CarePilot is a Non-Emergency Medical Transportation (NEMT) platform that connects patients with vetted drivers for essential healthcare appointments. It operates in a high-trust, high-stakes space—often serving elderly or vulnerable riders who depend on reliable care.
But the driver app?
Outdated. Clunky. Frustrating.
Drivers—the frontline of the CarePilot experience—were stuck with broken workflows, unclear trip info, and no visibility into earnings.
The goal was more than a redesign. We needed to rebuild the experience—and restore trust.
The redesign drove real operational impact
But more importantly?
Drivers felt heard—and empowered.
+88%
Address Entry Errors
+23%
Trips Per Driver/Day
-41%
+91%
Driver Confidence (NPS) |
“Does this help drivers care for people more effectively?”
Our research centered on one question:
Key insights came from:
Driver interviews revealing pain around task flow, earnings, and trip clarity
Journey mapping to reduce unnecessary taps and friction
Persona-driven user stories to stay rooted in empathy and real use cases
Content mapping + IA to ensure every screen had a purpose
From pickup to drop-off—clearer, calmer, smarter
Integrated real-time/offline Google Maps
Reduced navigation guesswork
Focused attention on rider needs, not app errors
Result: 88% reduction in address-related errors
Drivers need to know what they’re walking into
Flagged potential issues before ride acceptance
Surface time-sensitive info without overwhelm
Result: 23% increase in average trips per driver per day
Visibility = Trust
Introduced real-time earnings dashboard
Made ride history transparent and accessible
Result: 41% decrease in dispatch calls for payment support
Gamified, not gamed
Added badge system recognizing consistency and care
Gave drivers purpose-driven goals—not pressure
“It actually made me want to be more involved.” – Driver
Built from scratch to scale fast and hand off clean
Responsive, reusable components
Built for light/dark modes
Enabled devs to move with speed and confidence
Worked side-by-side with engineering and product to scope features around real-world tech limits (e.g., offline mode, low-data environments).
One key moment:
The badge system was a last moment addition, the idea was in collaboration between dev and design during a working session further highlighting good ideas come from anywhere.
