Snapp!

What I did

At Snapp, I worked on the passenger experience during a period of rapid growth and transformation into a super app. My focus was improving trip quality and designing features that directly influenced user behavior and service quality.

Driver Rating & Feedback System

One of the core problems was the driver rating system.

Research showed that users in the Iranian context tend to be conservative with star ratings. Even in bad experiences, they rarely gave very low scores. This made the data unreliable for understanding real service quality. To solve this, I designed a more structured feedback flow. Instead of only a star rating, users could provide multi-select reasons and optional free-text feedback describing what went wrong.

This significantly improved the quality of feedback data and helped operations teams better categorize and understand issues. Ultimately, it contributed to improving trip quality and reducing negative experiences.

Super App Exploration (IA & Home)

During the evolution of Snapp into a super app, I worked on the early information architecture and home experience. This included benchmarking platforms like Gojek and Grab and designing early prototypes to explore how multiple services could coexist within a single product structure.