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Case Study: Food Delivery Rating
Main Problem
Target Audience
Problem overview
The average restaurants’ rating in our company is significantly lower compared to your company’s competitor. This issue has becomes the company's attention, as the lower rating might affect the restaurant’s trust in the company.
Goals & Success
Average restaurant’s rating went up
Understand the Problem.
Root Cause Assumptions
I have several assumptions for this problem :
Long Delivery time might have happened because :
Data Needed to Support Assumptions
Define the purposes:
Product to address the issues
Table
Product
Why we build
User
why it is important
Specific categorized review
To understand better what the reasons customers leave bad review of their’s order in the future.
Customers
We will understand it better why customers leave bad review of ther’s order.
Provide a special delivery bag to our drivers
To make sure the quality of the food until it received by customers.
Drivers
Quality of the food will be guaranteed until it received by customers.
Showing frequently ordered food from that restaurant to the customer
to shown restaurant which menu they might need to stock so the average completion time can be decreased.
Merchant Partners
to decreased time of order completion time.
Ask restaurant to update the address and pinpoint location at the map
to make sure the location of the restaurant are precise so the drivers won’t be hard to find the restaurant → decreased average completion time
Merchant Partners
to make sure driver will find the restaurant faster and decreased completion time.
Recruit more drivers
add more supply to meet customers demand
company
to decrease SLA of finding available drivers to take the orders
There are no rows in this table
Develop strategy:
1. Product we Build
features contain : specific categories on why customers leave that review
Homepage → Food delivery →
order → receive order → leave review
Homepage → Food delivery → choose merchant → select menu → order details → payment → restaurant confirmation → pickup by driver → driver sending the food to customers → order arrive → leave review →
Sketch
1 star
5 star
There are no rows in this table
we will understand better why customers leave that rating and review
User able to choose category why they leave that rating and describe the rating review.
create highlights on new category review feature when customer want to leave a review at review page.
2. Product we Build
features contain : Give a special delivery bag for drivers
We need to order special delivery bag for our driver to make sure the quality of the food until customers receive their food
Driver could put the order food at the food delivery bag.
we notify the drivers to get the special delivery bag.
3. Product we Build
features contain : Gives a special insight into how often menus are most frequently ordered
we can show restauranst which menu they can stock more to decreased time of order completion time.
We can show which menu is most frequently ordered and show the number how many times a menu has been ordered from our app.
we introduce our merchants by sent a popup notification page and redirect to a page about introduction about our new feature.
Success Metrics
Communication
We care about your food!
We ensure you will receive your food order faster with the highest quality Food Freshness & Safety! Our drivers are now equipped with thermal delivery bags, which specially designed with insulating material to ensure that all food is delivered fresh, safe, and under the most optimal temperature conditions. Not happy about about the food? leave us detailed review and contact our agent, our agent will more than happy to help!
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