Introduction
The Driver App guides drivers through each route stop by stop, from loading at the pickup to proof of delivery at the customer. This article walks through a route as the driver sees it, including how deviations are reported.
Helpful for: Driver, Operations Controllers, Contractor
For login and profile setup, see Getting Started with the Driver App.
Starting the app
After logging in, the driver sees the menu: Available, Bookings, Online, History and Profile.
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Managing routes
The driver opens Bookings to see their scheduled routes. Routes that overlap in time are shown side by side. Tapping a route shows its planned period, estimated timeframe, stops and a map.
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Starting the route
At the pickup, the driver slides Arrived to confirm arrival, then slides Continue to see the stop and colli details.
The driver follows the instructions for the stop, for example loading colli.
The scanning screen shows the scan progress, with colli grouped by order and a status for each collo.
Only barcodes fully inside the camera view are scanned, so a label next to the one being aimed at isn't picked up by mistake.
Each collo is counted once.
If the driver scans one collo from an order whose other colli are missing, the app asks first. The driver can scan the missing colli too, or keep the whole order as missing, so an order is never delivered partly.
The driver scans each collo and chooses how to register it:
Accept colli: the collo is as expected, with no deviations.
Accept with deviation: the collo is loaded, with a deviation registered.
Reject colli: the collo is not loaded.
When all colli are loaded, the driver accepts the pickup.
If the driver tries to complete a pickup without picking up any colli, the app asks them to confirm first, because the deliveries may be cancelled.
During the route
The app switches to driving mode and shows every stop on the map, with the current stop as a blue numbered pin. A card shows the stop number, the planned time and the time window. If the driver is running late, the time turns red. Tapping another stop shows its card. If the driver moves the map, Recenter brings it back.
Before each stop, the app shows the stop details, customer contact information and delivery instructions. The tabs at the top show which tasks are done, in progress and upcoming. The bottom of the screen shows the time spent next to the planned time, so the driver can see whether they're on time or delayed. Customer notes are shown in a short bar, and tapping More shows the full note.
The driver taps Navigate to open their preferred navigation app.
To see the whole route, the driver opens Task overview. It shows a numbered timeline of all stops. Tapping a stop expands it, and Show route on map shows the route on a map.
Customer notes | Show overview | Task overview |
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At the customer, the driver slides Arrived to confirm arrival. If the driver isn't close enough yet, the button says how much closer they need to get, for example "Get 2.2 km closer". If the driver is early, the app shows how long until they're on time. The driver taps Arrive now if they're at the stop, or Not yet to wait.
The driver then slides Continue and carries out the tasks at the stop. If the customer chose Authority to Leave (ATL), the app shows the ATL instructions.
Arrived info | Arrived too early (if enabled) |
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Depending on your setup, the app asks for proof of delivery, such as a photo or signature, before the stop can be completed.
Missing step: the button says what's needed, for example "Let the customer sign". Tapping it opens that step.
Signature: the driver can turn the phone sideways for more room. On Android, auto-rotate must be on.
Photos: taken in a full-screen camera and saved exactly as shown. Tapping a thumbnail opens the photo full screen or deletes it.
Finished tasks: opening one shows what was saved, such as photos and scans.
Take a photo | Let the customer sign |
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Handling issues and exceptions
Reporting colli deviations
When a collo has an issue, the driver reports a deviation during scanning. Colli are grouped by order, so it's clear which belong together.
The driver selects the deviation and follows the prompts:
For Colli damaged, the driver marks which colli have the issue, then adds a description and photos:
What each deviation requires:
Colli damaged: description and photo
Colli missing: description
Incorrectly packed: description and photo
No capacity in vehicle: description
Other deviation: description
Stop completion with deviations
When the driver taps Continue after marking deviations, the outcome depends on your organization's settings:
All colli rejected: the stop fails automatically, and return stops are created to bring the colli back to the warehouse.
At least one collo accepted: the stop can be completed.
All colli must be delivered together: if one collo has a deviation, all colli at that stop are marked as not delivered.
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Failing a whole stop
If the whole stop can't be completed, for example because the customer isn't home or the address is wrong, the driver reports a stop deviation:
The driver taps Stop deviation on the scanning screen.
The driver selects the reason, such as wrong address or customer not at home.
The driver adds the details the app asks for.
The driver chooses to fail the stop.
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This works at delivery stops and at pickup stops at the distribution center. A pickup stop can also be failed by rejecting all colli and completing the stop.
Taking a break
When a break is planned, the app shows the Break screen. See Taking a Break in the Driver App.
Completing the route
The app guides the driver to the last stop.
On the end-of-route screen, the driver sees a receipt with the route number and date, a map, the time and distance driven. The driver taps Done to close the route. If something is still open, for example colli not handled or updates not yet sent, the app explains what's missing before the route can be completed.
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Best practices
Show new drivers the difference between Accept with deviation (the collo is loaded) and Reject colli (the collo stays behind).
Remind drivers that damaged and incorrectly packed colli need a photo, so the deviation can't be completed without one.
If something goes wrong
The driver can't find the Continue slider
The driver first needs to slide Arrived. Continue appears after that.
The driver can't slide Arrived
The driver isn't close enough to the stop yet. The button says how much closer they need to get.
The whole stop was marked as not delivered, but only one collo had a deviation
Your organization requires all colli at that stop to be delivered together.
Return stops appeared on the route
All colli at a stop were rejected, so the stop failed and the colli are being brought back to the warehouse.