Looking for complete delivery service?Delivero is what you are looking for.
Deliv all is a project that integrates my experience in food delivery projects. And it contains all the elements that facilitate the delivery process.
Features: Appointments & Delivery, Integration with Google Maps, Search Option, Chat support, A security-by-design approach, Payments on app, Push notifications, Well-defined Hierarchy, Consistency, Managing system, Restaurants and deliveries data hosting
Audience: Location: Romanian people; Money for products/services: 10-200 $; Social media used: TikTok, Instagram, Youtube; Interests: food, entertainment, party, friendship; Pain points: essential needs (food & drinks); Motivation: fast service, quality, sincerity; Values: love, belonging, simplicity.
ABOUT IMPLEMENTATION
The main problem I am trying to solve in the project is to understand and help all entities involved in the delivery system. That’s why understanding the profile and establishing the most important functionalities is essential in this project.
In this case study, I used my experience gained from similar projects.
This project contains: Customer application; Application and CRM for suppliers; CRM for the dispatcher; CRM for restaurants and Account management CRM.
WHAT I EXERCISE IN THE PROJECT
- Research on apps and websites competition.
- I used my knowledge and skills in psychology to think about users for this app.
- Application design that takes into account UX and UI.
- I used my skills of creativity, problem-solving, communication, design thinking, user research, UX & UI design, and app design.
Design Process
- Discover, where I conducted Secondary research and Interviews followed by validation;
- Define: where I explored the creation of personas and defining project goals and the problem statement;
- Ideation, where Information architecture helped create the structure and the content;
- Prototyping consisted of visual design and wireframing before building the prototype.
- Testing it with users in the final stage.
1. DISCOVER & EMPATHIZE
The research was conducted to gather insights while understanding the users and the market through Interviews.
Goals:
• Understand the Industry and Market
• Identify project scope
• Understand how users interact with food delivery apps, what motivates them, and the challenges and pain points they’re facing.
Research Methodology:
- Research — To understand food delivery experience, services, stakeholders, and different user scenarios as well as challenges. Briefs and talks with the client and team members. Competition analysis (the reviews on the app store & testing the competition apps).
- Interviews — Interviews were conducted for the demographic of 30 users. A survey was made with Google Forms.
Key Findings:
- Customers want to know the value of the delivery service (without hidden costs).
- Customers want to know the status of their orders and how long it will take for them to arrive.
- Visibility for restaurants, especially after the pandemic, has come to be strongly influenced by whether or not you are on delivery service aggregators.
- A complete order management service for restaurants helps to maintain them in the system.
- Deliverers want an integration with the road map as accurately as possible so as not to waste time on the road.
- Deliverers need to maintain contact with the dispatcher in case of delivery difficulties.
2. DEFINE
In this stage, I created the user persona and defined the Design Problem while also seeing how could I go about addressing the concerns. Overall project goals were also defined aligning with the aim.
User personas
From the above information analysis from interviews and research, I created a solid user persona which further helped me define the goals and scope of the project.
Using the persona’s insights, the user’s needs were translated into questions to define the problem statement before suggesting solutions.
Problem Statement: To design an enhanced food delivery system and experience for customers to get a better experience right from the ordering stage to food delivery and the after-service.
What is a good consumer experience? — A good experience is when it is easy to use online ordering without hesitation, and trust between the customer, restaurant catering online, and delivery personnel. All the transactions happen seamlessly, and all the stakeholders are satisfied and feel like using the service repeatedly.
Validating the Design Problems: The design problems were identified after conducting the Research, Interviews, and Observations.
3. IDEATE
During this stage, I created the Project Feature Roadmap and from here I made the information architecture (IA) and wireframes for the app.
While creating the Product Feature Roadmap, I decided to make use of Ideation frameworks to expand my current way of thinking, and generate as many out-of-the-box and unique ideas to address the concerns and make the online food ordering experience more convenient and transparent.
Some of the features:
- Online ordering: an easy-to-use online ordering platform for clients to order from restaurants.
- Dispatching: dispatch delivery persons based on their location and availability, as well as the location and estimated preparation time of the order.
- Real-time tracking: Using a GPS-based tracking system, the system should allow clients to track their orders in real time, from preparation to delivery.
- Notifications: The system notifies clients, restaurants, and delivery persons to inform them of order updates, such as estimated delivery times or delays.
- Payment processing: it allows clients to pay for their orders online and distribute payments to restaurants and delivery persons automatically.
- Routing optimization: optimize the delivery routes for delivery persons based on factors such as traffic, distance, and time.
- Reservation management: allow customers to browse available tables, select a date and time, and make a reservation, with the ability to modify or cancel the reservation if necessary easily.
- Waitlist management: customers can add themselves to a waitlist if there are no available tables at the desired time, with notifications when a table becomes available.
- Menu browsing: The app allows customers to browse the restaurant’s menu, with detailed descriptions and pictures of each dish.
- Special requests: The app allows customers to make special requests or accommodations, such as dietary restrictions or preferences, special occasion celebrations, or seating preferences.
- Loyalty and rewards: include a loyalty program or rewards system, allowing customers to earn points or discounts for frequent reservations or visits.
- Reviews and ratings: The app allows customers to leave reviews and ratings for the restaurant, helping other customers make informed decisions and providing feedback for the restaurant.
- Order management: The system allows dispatchers to manage orders with features such as order tracking, order assignment, and real-time updates on order status.
- Driver management: The system allows dispatchers to manage their fleet of delivery persons with features such as driver assignment, driver availability, and driver performance monitoring.
- Communication tools: The system allows dispatchers to communicate with delivery persons, such as in-app messaging, push notifications, or voice calls.
- Analytics and reporting: The system provides analytics and reporting tools for dispatchers to monitor and optimize their operations, such as delivery times, order volume, or driver performance.
- Menu management: The system allows restaurants to manage their menus with features such as adding or removing items, setting prices, and managing inventory.
4. prototype
In this stage, I designed each screen according to the wireframes created which also helped to visualize the look and feel of the app. And you can see here some of the screens.
5. test
During this stage, I conducted a usability test for the app that was created through video calls and in-person interaction.
I had interviewed 12 participants and asked them how they would operate and understand the features and they were able to do it seamlessly. They responded pretty well to the features and changes in the UI. And some minor changes where made.
FINAL THOUGHTS
Indeed, the acquired and practiced skills can help me in projects similar to this one. We have a lot to learn from our customers to make better products. And teamwork is what brings long-term results.
It is vital to consider the customer’s pain point when making a product, whether physical or online.
Feel free to share or like if you like my project. Do not hesitate to contact me if you want to know more or work on similar projects.
Details
Services
App Design, UX UI Design, CMS Design, User Research & Flow
Industry
Food Delivery, Restaurant management, Deliverer app
Tools
Adobe Photoshop, Figma, Affinity Design, Miro
Role
Designer app