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Building Context

Problem Statement

You are a Product Designer for a food delivery platform (Swiggy/Zomato etc). The platform’s management has decided to redesign its driver application to make it easier for its drivers to understand and use. They’ve asked you to propose a high-level user flow and design.

Expanding on the Problem Statement

For the sake of the problem at hand -
Goal - The goal is to make the app easier for the drivers to understand and use.
In response to the increasing need for a user-friendly and effective tool, I want to create a design proposal for Zomato's Driver Application that focuses on empowering our delivery partners and improving their overall experience.
This proposal focuses on figuring out the current problems faced by the drivers, understanding their needs and requirements and suggesting solutions about improvements.

Before we get started, let's set context around Zomato as a Brand and Business in order to understand their values better. This helps us build a more aligned feature.

Business

Zomato, established in 2010, has been a trailblazer in the food delivery industry, connecting users with a diverse array of restaurants. Operating in numerous cities globally, including Uk UAE, Sri Lanka, Qatar etc.
Zomato is committed to provide its customers the facilities for search and discover restaurants, read and write customer generated reviews and view and upload photos, order food delivery, book a table and make payments while dining-out at restaurants.

The Business-Side

Zomato collaborates with a vast network of local restaurants, offering customers a convenient platform to place orders for delivery through the Zomato app. Once an order is confirmed, the app efficiently dispatches it to a dedicated delivery partner, known as a "Zomato Driver," who takes charge of picking up and delivering the order directly to the customer.

Essentially, there are three main markets Zomato must serve simultaneously:
Consumers (the hungry people ordering food),
Merchants (who provide the food), and
Delivery People (delivery people who are the link between you getting your food in 5 minutes vs. 50 minutes).

For the scope of this project, we will stick with the Zomato driver’s experience improvement within the delivery partner’s app.

Statistics and Demographics


Since the start of food delivery operations of Zomato, ~2.4 million delivery partners have leveraged Zomato’s platform to generate earning opportunities for themselves. As per , we have the following details about the delivery partners with us -

Zomato primarily targets the 18-35-year-old target group as it is most likely to order food because of its tech-friendliness, busy lifestyle, and monetary stability.

Number of Zomato monthly active users in 2023: 80 million monthly active users as of March 2023.
Number of countries Zomato is present in: 24 countries
Number of cities is Zomato present in: 3200+ cities
Zomato’s market share in the food serving business: 55%
Zomato’s organic searches: 53.63%.
The monthly transacting customer base grew in 2022: by 116%

About the delivery partner -


Requirements for being a delivery partner -
You must be at least 18 years old
Android phone of version 6.0 or higher with at least 2GB of RAM
A two-wheeler that meets all applicable law and safety requirements
Driving License, Registration Certificate (RC) and Insurance Certificate
Address proof
A valid PAN (Permanent Account Number) Card
Bank Account proof
Basic qualification required to be a Delivery partner - High school diploma or equivalent.

Average monthly active (FY23) - 326k (YoY growth: 14%)
Average income per month - 15,000 rupees
Avg age of delivery partners - 25 years

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Assumptions

We will assume that we are building at ‘India’ scale.
We will assume that resources (development and design) are not a bottleneck.
We will assume that monetization is NOT a priority right now.
We will assume our primary priority to be Experience (expanded upon in the further parts of this case study)

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