DoorDash
In-app chat
Context
DoorDash deliveries often require coordination between customers and Dashers, but communication was historically fragmented and dependent on phone calls or text messages outside the app. We saw an opportunity to create a more seamless in-app messaging experience that allowed customers and Dashers to quickly resolve issues, clarify delivery details, and reduce friction throughout the delivery process.
I led the design of the end-to-end messaging experience between customers and Dashers, creating a communication system that felt tightly integrated with the delivery journey. The experience surfaced delivery status directly within conversations, making it easier for both parties to maintain context without leaving chat. I also designed glanceable message states and notification touchpoints that made new messages and responses more visible, helping reduce missed communications and improve response times. To support Dashers who are often navigating, driving, or multitasking, I introduced quick-reply actions and voice-friendly shortcuts that enabled faster, safer communication on the go.