Nakshatra Mane_Portfolio

Research Goals

Research Questions

To understand the psychological behaviors, patterns, and underlying causes affecting delivery workers, and to develop interventions that improve their well-being and work practices.

Understand how delivery workers adapt their behaviors and decisions under platform pressures.

How do delivery workers emotionally navigate the cycle of overwork, reward, and burnout?

What role does customer feedback play in influencing their motivation and performance?

Analyze the psychological and emotional effects of gig work on delivery workers.

Study the impact of customer feedback on workers' motivation and job satisfaction.

Explore how hustle culture and incentives shape workers' attitudes and well-being.

How do penalties or delays impact their task decisions and mental well-being?

Target Audience

10+

Number of Delivery Drivers Spoken With

28-32 years

Average age group of delivery drivers

5-6 years

Average experience of working as a delivery driver

"They say the food is ready, but when we reach, they take 10-15 more minutes. Customer thinks we’re wasting time."

"One delivery takes 1.5 hours sometimes. If there was no delay, I could do two deliveries in that time."

"App doesn’t let us stop when we want. Even if I want to eat, I can’t."

"Night shifts give double payment, but they do it intentionally to make us suffer."

"I work 12 hours daily. Start at 10 AM, break at 4 PM, then again from 6 PM to 1 AM."

"Company keeps hiring new people. Doesn’t matter how many are already working."

How does the ritual help?

Reduces frustration and unproductive phone use during wait times.

Provides engaging tasks that offer a sense of control and purpose.

Hotspot perks (snacks, Wi-Fi, shade) reward regular checklist use.

Real-time restaurant updates keep drivers informed.

Leaderboard and rewards system boost motivation and participation.

Helps create healthier stress-relief habits, improving job satisfaction.

A leaderboard tracks task completion to boost motivation. Top drivers earn redeemable perks like mobile data, fuel vouchers, or food discounts.

Quick Refresh Spots — A Ritualized Break for Delivery Workers

What is it?

A digital nudge and real-world resting spot system designed to give delivery workers short, rejuvenating breaks throughout their day.

How does it work?

Smart Notifications
When a delivery worker is near a Quick Refresh Spot (e.g., a mall or food court), they receive a gentle notification nudging them to pause for a break.

In-App Map Integration
The app shows nearby spots with distance and open hours, helping workers decide quickly whether to stop.

Refresh, Recharge, Repeat
Each visit offers access to AC seating, Wi-Fi, snacks, EV charging, and a social or entertainment space — creating a micro-ritual of rest.

Why does it matter?

Reduces burnout and physical strain

Builds a daily habit of self-care

Encourages community and peer bonding

Incentivized with small bonuses or badges to reinforce consistency

After Quick Refresh - Scenario

With the introduction of the Quick Refresh feature, delivery drivers like Rajesh now have productive and calming options to utilize their waiting time. Instead of feeling restless or anxious, Rajesh can engage in short activities such as calling a loved one, practicing deep breathing exercises, or doing simple stretches. These quick and accessible options help him relax and recharge without taking up too much time. As a result, Rajesh feels calmer and more positive before heading out for his next delivery. This improved state of mind leads to safer driving habits and more pleasant customer interactions, enhancing his overall job satisfaction and performance.

Designing the Ritual

Introducing Quick Refresh — a ritual for rest.

Whenever a worker is waiting for an order, they open the checklist (available via the app). They pick at least one small action to do within a minute:

Restaurant late by 9 mins

Check with restaurant if the order is ready

ORDER ID

6566269450

Order details

Rolls Mania

1 x Cheesy Barbeque Fries

+1 Cheese

1 x Paneer Cheese Masala Roll

+1 Maida Base

2 x Irish Cold Coffee

1 x Chocolate Shake

1 x Cheese Grilled Sandwich

See all items

Send cutlery

Waiting?

Quick break = Quick rewards!

2/3 tasks completed

Let’s go

9:41

Pick order

HELP

Picked order

While waiting, drivers see a screen showing the restaurant’s delay, with an option to follow the ritual.

An animation grabs their attention and encourages them to try it.

Users can complete one or more tasks while waiting

Restaurant updates to stay informed

Option to choose tasks randomly

How Might We?

Provide healthier ways for delivery drivers to spend their time and reduce stress while they are waiting.

Design less addictive or more productive phone activities for drivers during downtime.

Make waiting times more fun and rewarding for drivers.

What makes it hard?

As we mapped the ecosystem, we realized the hustle wasn’t a personal habit, it was built into the system itself. From incentive structures to customer ratings, every layer reinforced overwork.

Rising cost of living & stagnant wages push workers to take multiple jobs or overtime

Automatic penalties based on ratings, no worker defense

Income tied to orders, encouraging overwork

Platforms favor customer satisfaction over worker rights

Lack of mechanisms for workers to report mistreatment, leading to systemic neglect of their rights

No health insurance, paid leave, or compensation for suspensions

Extended working hours

Rise of gig economy and side hustles

Delays due to traffic or weather

Penalties or suspensions from bad reviews or mishaps.

Visible signs of stress, fatigue, and anxiety are prevalent due to overworking

Mistreatment by restaurants, stores, and security guards

Neglecting personal time, relationships, and self-care

Fear of account suspension wiping out earnings

Pushing through fatigue to hit incentives

Success is directly linked to continuous productivity and long hours

Happiness and worth are achieved through professional achievements and material success

Working hard (even at personal cost) is a moral virtue

Fear of failure or being left behind drives overwork

Overworking is necessary to meet societal & financial expectations

Overworking now will eventually lead to future rewards

Events

What is happening?

Patterns of Behaviour

What has been happening over time?

System Structure

How are the parts related?

What influences the patterns?

Mental Model

What values, assumptions, and beliefs

shape the system and stimulate that behaviour?

Iceberg Model

delivery workers

Family

Family’s Economic situation

Poor perception of Gig Work

Volatile Financial system

Political Ideologies & Labor Laws

Technological Trends

Social & economic Inequality

Globalization

Technological Advancements & Impact

Pandemic & Evolution of Gig Economy

Local Traffic Conditions

Company Policies

Restaurants/Retail Stores

Fuel prices & vehicle servicing

Insurance & Health Coverage

Local Government Policies

Technology Infrastructure

Peers

Customers

Co-Drivers

Vehicle

Company

Individual

Microsystem

Mesosystem

Exosystem

Macrosystem

Bio-Ecosystem

Bronfenbrenner's ecological system theory

Hustle culture glorifies overwork, making rest feel unimportant and exhaustion a daily norm. This constant drive for achievement often leads to burnout, poor health, and a lack of balance, leaving little room for well-being and personal fulfillment.

For delivery workers, this culture isn’t a choice. It’s survival. Long hours, algorithmic pressure, and constant comparison make burnout a daily routine.

Why Does It Matter?

A 9 minute delay isn’t just a wait, it’s pressure.

The screen quietly builds pressure.

It looks simple, but for a delivery worker, that’s nine minutes of worry, about the rating, the next order, and their day’s earnings.

What feels like a small delay to us, feels like a setback to them.