UX project

A FoodPanda foodtruck experience

Background
Client - Foodpanda
Services - Food and grocery delivery company
Reach - 3 million customers
Partners - Approximately 40,000 (restaurants, food courts and eateries)

Problems
Revenue has suffered a major decline
Expected to increase its revenue by 20% -- the actual sales figures revealed negative growth quarter-on-quarter
Focus on improving the company’s agility in adapting to market changes
Retailers exiting from the program -- high commission rates and low volume of orders
Increase of 22% in customer complaints about orders that were not fulfilled or canceled by retailers
Complaints about slow delivery (waiting time longer than promised) have risen by 14%
Issue of no-show by the delivery riders increased by 10%.

DISCOVER phase

user interviews

Rider Questions
How long have you been riding for FP? Are you doing food delivery full time? (if part time) What do you do when not deliverng FP orders?
What hours do you do food delivery?
Why did you choose these hours?
Describe how a typical job order is from FP from booking to delivery
Have you tried working on other food delivery platforms? (if yes) Name me some of them
What made you choose to ride for FP?
Have you done a comparisson of the different platforms? Tell me about your comparisson
Have you had issues fulfilling an order? Tell me about some of the most common ones
How about a unique delivery issue you’ve experienced recently?
How do you, as a FP rider, track your delivery schedule against the cx expectations? What are the consequences of not meeting them? Who gets penalised? Rider? Merchant?
Have you received customer complains directly during the delivery? How do you manage this?
Have you faced issues that comes from the food merchant? Name me some of them and how it affects your delivery process?
Is there an added benefit for short trips within an area or longer trips in wider coverage locations?
Do you only deliver in specific locations? What are the restrictions in area coverage with FP?
Outside of commission value, what will motivate you to fulfill more jobs on the FP platform?
Describe to me you overall perception of the service you are providing to both FP and the customer.

define phase

Persona Definition

problem definition & how might we statements

refine phase

recommendations

Panda-GO platform concept

A shared mobile foodtruck solution that brings popular food items around different neighborhoods expanding sales opportunities for merchants looking to gain popularity nationwide

Pre-planed locations are announced early on the Foodpanda app and website giving customers time to plan their orders either by self pick-up or rider delivery

A 1KM maximum trip distance makes it possible for riders to have many additional short profitable trips opprtunities

Available for short or long term lease options

build phase

Rider’s Mobile App

usability test

The riders were happy to see that its possible to complete more short trip deliveries on the Panda-Go program.
The riders noticed that with flexibility that Panda - Go gives them, they can earn more if they want to in short bursts.
They expressed “ I think the itemised photo checklist to be a little tedious but they think it may be worthwhile if it reduces the possiblity of me facing unhappy customers.”
The riders found that if there are occasions that they were unavoidably late, they predict that customers won’t be too upset because they were playing and winning prizes on the FoodPanda game.

conclusion

It was an enriching experience for the team to go through a complete UX project. we utilised the different UX tools learned for the different stages of the design process of EDIPT - (Explore, Define, Ideate, Prototype & Test) to lead us to our user insights and to our final outcome & solutions.