Role
Senior UX Team Lead
Industry
Food Delivery
Duration
1 year
About Just Eat Takeaway.com
Just Eat Takeaway.com (JET) is a leading global online food delivery marketplace, connecting consumers with 356,000 partners across 17 countries.
Key Activities
Discovery: Conducting discovery sessions with stakeholders.
Research & Interviews: Conducted research deep-dives and interviews to understand the activities and needs of different users.
Design & Validate: Developed design concepts and validated concepts with users for feedback and design refinements.
Prototype: Created prototypes to validate design concepts.
Design System: Applying and conforming to Design Systems.
The Problems We Were Solving
Through extensive research and interviews, our UX team concluded that the adoption of the former Courier App & Portal were low due to the following needs that were unmet for the couriers and the restaurant managers.
Clear info regarding the availability of couriers
Estimated return time of couriers
Assigning orders to specific couriers
Tracking courier distance to customers
Monitoring delivery statuses - in progress, completed, or unresponsive couriers
Route planning
Automation
Process Highlights
Drawing from our research insights and early sketches, we expanded concepts into detailed flows, documentating functionality, and translating sketches to higher fidelity wireframes.
The New & Improved Courier App
The following guiding principles were used in creating the Courier App for couriers:
Don't make me think: In order to reduce cognitive overload for couriers during busy delivery times, we designed the courier app with automation features in mind, such as predictive route planning and order bundling (combining orders with close delivery locations) so couriers can make the effective, efficient deliveries right away without trying to figure out for themselves.
Just in time information: Provide the right amount of info at the right moment, at optimized hierarchy to support the delivery.
Data informed product decisions: All of our product decisions were informed from research & data, including surveys and interviews.
The New & Improved Courier Portal
The Courier Portal provides the restaurant manager with the information he/she prioritizes the most regarding restaurant deliveries and its management of couriers.
Clear info regarding the availability of couriers
Estimated return time of couriers
Assigning orders to specific couriers
Tracking courier distance to customers
Monitoring delivery statuses - in progress, completed, or unresponsive couriers
Automation
Additional features such as the ability to assign pause delivery orders when the restaurant is at maximum delivery capacity was also added to the Courier Portal.
Comprehensive Overview
The Courier Portal gives the restaurant a comprehensive overview of its food delivery performance up-to-date and its performance historically.
Responsive Design
The Courier App & Portal is responsive so it can be used via smartphones, tablets, laptops, and desktops. It even includes a web app & portal for those who prefer not to use the apps.
Key Metrics
Since the launch of the new Courier App & Portal, every key metric has been impacted positively and often times, exponentially.
