Memory Routing

TL;DR

Routing is not just “directions”—it’s an anxiety management problem. When users are moving, they have less attention. The product must keep them oriented, explain changes, and prevent mistakes without overwhelming them.

I designed a routing experience focused on:

Orientation: “Where am I?” and “What’s next?”
Progressive disclosure: show just enough now, reveal details on demand
Trust cues: explain reroutes (“why”) in one line
Exception handling: missed turns, detours, bad GPS, and network drops

This case study uses assumptions where exact numbers were not available for publication.

1) The problem

User pain points

Users lose confidence when the system changes the route without explanation.
Small UI ambiguity can cause wrong turns (and frustration).
Edge cases (missed turn, detour, traffic) weren’t handled gracefully.

Business impact (assumptions)

Lower task completion and satisfaction
Higher support requests (“why did it reroute?”)
Reduced retention for repeated navigation use

2) Goals

Reduce cognitive load while moving
Increase trust and comprehension during route changes
Improve recovery during exceptions (missed turns, detours)

3) Research & insights

What I did

Mapped the full routing journey including edge cases
Reviewed competitor patterns for reroute explanations [assumption]
Ran quick usability tests focusing on “route change moments” [assumption]

Key insights

Users want a single sentence explaining reroutes (“saved 6 min”, “avoided tolls”).
The “next turn” instruction must dominate the hierarchy.
Users need “memory anchors”: consistent, repeated cues that reduce uncertainty.

4) Solution (design principles → product decisions)

4.1 Orientation anchors

Persistent “You are here” context
Strong next-step module (next turn, distance, lane)
Clear progress / remaining time and distance

4.2 Progressive disclosure

Default: minimal information
Expandable details: alternative routes, traffic, stop details

4.3 Exception handling

Missed turn: calm messaging + immediate next best action
Reroute: one-line “why” + ability to revert (where safe) [assumption]
Offline: clear state + cached route instructions [assumption]

4.4 Trust cues

Explainability for changes
Consistent icons and language
Reduced visual jitter during GPS updates

5) Measurement plan (assumptions)

Task success rate (complete route without major errors)
Reroute comprehension rate (users correctly understand why it changed)
Time-to-recover after reroute
Satisfaction rating after trip completion

6) Outcomes (directional / assumptions)

Improved recovery speed after missed turns (~15–25%)
Higher edge-case task success (+10–20%)
Fewer complaints about “confusing reroutes” due to explainability cues

7) Learnings

In motion, people don’t read—they recognize.
Explainability reduces anxiety and increases trust.
Edge cases aren’t edge cases in routing—they’re daily reality.