Doordash

DoorDash Location Sharing

As a designer, I’m always drawn to projects that require a deep understanding of user behavior, especially when they involve balancing convenience with safety and privacy. DoorDash’s location-sharing feature presented an exciting challenge: how do we create a system that’s intuitive and precise while allowing users to feel completely in control of their personal information? The goal was clear—make deliveries more seamless for both Dashers and customers—yet we knew that getting there would involve uncovering insights that spoke to the nuanced needs of our diverse user base.

This case study outlines the process, research, iterations, and key takeaways from our journey to redesign DoorDash’s location-sharing feature.

‍

‍

‍

Context

IThe process was a mixture of in-depth research, creative problem-solving, and iterative design. I followed a user-centered approach, starting with understanding the real-world scenarios that users face and then evolving our solution through multiple rounds of feedback and testing.

‍

Digging into the Pain Points

The first step was immersing myself in the experiences of both customers and Dashers. We conducted a series of in-depth interviews and surveys, and I remember one insight in particular that struck me. A customer mentioned that while they loved the convenience of deliveries, they often felt uneasy about sharing their exact location in real time. "It’s one thing to share a pinned location, but I don’t always want someone tracking me live, especially if I’m out and about," one participant said. This concern echoed across several interviews, where customers expressed a desire for more granular control over how and when they share their location.

On the Dasher side, I heard frustrations about the inconsistency in how addresses translate to real-world locations. One Dasher shared a particularly frustrating experience where the pinned location was a general entrance to a large apartment complex, but the customer actually wanted the food delivered to a side door that wasn’t marked. Moments like these highlighted the need for more precise and flexible location-sharing features.

This research phase helped us clearly define our goals: offer users more control, improve location accuracy, and reduce stress for both customers and Dashers.

‍

‍

‍

Exploring Creative Solutions

Armed with these insights, I started brainstorming solutions. One key idea that emerged was allowing users to share their location only at specific moments—like when the Dasher is within a certain distance—or allowing them to temporarily share an updated location if they’re moving between spots. For instance, imagine a customer ordering food while they’re walking their dog. Instead of constantly updating their location, they could set a preferred delivery spot in advance and share their live location only when they’re back home and ready to receive the order.

I also explored ideas around giving customers more visual control over their delivery pin. One solution involved an interactive map where users could highlight exact drop-off zones, add notes for tricky spots (like “use the side door with the red handle”), and even set preferences like “leave at the front desk if I’m not available.”

To test these concepts, I created low-fidelity prototypes and put them in front of users. The feedback was illuminating. Customers loved the added control and flexibility but emphasized that the interface needed to remain simple and intuitive. “I don’t want to feel like I’m configuring settings every time I order food,” one user mentioned. This underscored the importance of maintaining a balance between customization and ease of use.

‍

Refining Based on Feedback

Through multiple rounds of testing, we refined our designs. I introduced features like a guided setup for location-sharing that prompted users only when necessary and clearly communicated what data was being shared and when. I also enhanced the visual cues for Dashers, giving them better guidance when navigating complex drop-offs.

One interesting insight from our research was that many customers preferred not to share their location at all during most of the delivery process, instead opting to share it only at the point of arrival. To accommodate this, we designed an option for “one-time location sharing” that activated only when the Dasher was nearby and ready to deliver. This addressed both privacy concerns and the practical need for precise handoffs.

Dashers, too, appreciated the ability to receive more detailed instructions without having to initiate extra communication. During testing, one Dasher remarked, “The clearer the instructions, the less I have to guess—especially at night when buildings all look the same.” This kind of feedback was crucial in helping us refine the final design.

‍

‍

‍

‍

Real-World Impact

Once I felt confident in our solution, we moved into the implementation phase. The updated location-sharing feature was gradually rolled out to a select group of users for beta testing. The results were encouraging: We saw a measurable decrease in missed deliveries, and customer satisfaction scores improved. But beyond the numbers, the qualitative feedback was what stood out to me most. Users expressed feeling more confident using the platform, knowing they had greater control over how and when their location was shared.

One unexpected positive outcome was the sense of security that users reported feeling. “I appreciate that I don’t have to share my exact location until I’m comfortable,” one user said. This sentiment reinforced that giving users control over their data not only enhances functionality but also builds trust in the platform.

‍

‍

‍

Takeaways

Working on this project was a reminder of how important it is to listen carefully to users, especially when the solution touches on something as personal as location data. By focusing on real user needs—like safety, convenience, and the need for flexibility—we were able to create a more thoughtful and human-centric experience.

The final solution wasn’t just about improving logistics; it was about empowering users to feel safe and in control. I walked away from this project with a renewed appreciation for the importance of empathy in design and the value of iteration in getting it right. The experience reinforced that even seemingly small details—like when and how location is shared—can make a big difference in building trust and delivering a seamless experience.

‍