I am leading the redesign of the courier profile page at Just Eat Takeaway to enhance engagement and usability. By transforming it into an insight-driven tool, the initiative targets increasing engagement from 5% to 80%, empowering couriers with meaningful data and improving their overall experience.
Courier engagement with the profile page is extremely low, at just 5%. I am leading a project to transform it from a basic information display into an insight-driven tool, aiming to increase engagement to 80% by providing couriers with actionable insights and personalized value.
Design Process
Exploring about, this was revealed through this quest
The profile page in the MCA has been overlooked and underutilized, resulting in its current, outdated information structure. This has led to missed opportunities for user engagement and satisfaction, highlighting the need for a thorough redesign.
Enhancing the profile page is not just about updating its appearance but also about making it a more functional and relevant tool for users.
During the workshop, we conducted a "How Might We" (HMW) session with all internal and external stakeholders. The goal was to understand the vision for the profile page, including naming conventions, potential features, limitations, and scalability. This approach helped us gather valuable information and feedback, enabling us to design the profile page in a way that aligns with both user needs and future growth.
Outcome of
workshop
We’ll analyze the current profile page to identify strengths, weaknesses, and scalability. This will help us envision improvements and integrate new features to make it more dynamic and user-centric. Our goal is to evolve the profile page into a central hub that meets users' growing needs and adapts to future demands.
Data & workhop synthesis
During our workshop and data analysis, we found that the conversion from profile visits to actual usage varies significantly. To better understand this, we examined other profile pages within our competitive market apps. These apps offer features that are highly engaging and provide information that helps couriers improve their delivery efficiency.
Outcomes Features
Profile setting
The profile settings allow couriers to change their name and password, enable or disable biometric features, and upload a profile image. Additionally, couriers have the option to delete their account directly from the settings. These features provide flexibility and control over their account management.
Restaurant connection
The restaurant connection feature allows users to set the opening and closing times for their restaurant and view their current status regarding the connection. It also provides real-time updates on whether the restaurant is online or offline. This helps ensure accurate availability and improves overall operational efficiency.
Delivery Data
The delivery data feature allows couriers to view their income, including cash payments, digital transactions, and tips. They can also track the number of deliveries made weekly, monthly, or yearly, and monitor the total distance traveled in kilometers. This provides couriers with a comprehensive overview of their performance and earnings.
Analytics
The analytics feature enables couriers to assess their performance using delivery data, allowing them to track their progress over time. This feature can help users set personal goals and measure their achievements. In the future, it could be gamified to further engage and motivate couriers.
Profile settings
The profile settings offer couriers a range of options to customize and manage their accounts efficiently. Couriers can update their personal information, such as changing their name or password, ensuring their details are always current. There is also an option to enable or disable biometric features, adding an extra layer of security and convenience based on individual preferences.
In addition, couriers can personalize their profile by uploading a profile image, which helps enhance their visibility and identity within the platform. For those who wish to discontinue their services, the settings provide a straightforward option to delete their account.
Restaurants connection
The restaurant connection feature lets users customize their opening and closing times, giving them control over availability. It offers real-time updates on whether the restaurant is online or offline, helping owners manage their status and reduce downtime, leading to better order management and customer satisfaction.
Delivery data
The delivery data feature gives couriers insights into their earnings, including cash, digital payments, and tips, helping them track financial progress. It also allows couriers to monitor their delivery performance over various timeframes, such as weekly, monthly, or yearly.
Analytics
The analytics feature helps couriers evaluate their performance through detailed delivery data, track progress, and set personal goals. It also identifies trends and areas for improvement, allowing couriers to optimize their efficiency and productivity.
Outcome
The implementation of these features will provide couriers with enhanced tools for managing their profiles, tracking their delivery performance, and optimizing their operational efficiency. By offering detailed income insights, performance analytics, and real-time status updates, couriers will gain better control and visibility over their work.
This comprehensive approach will lead to increased motivation, improved performance, and higher overall satisfaction. Additionally, the potential for gamification could further drive engagement and productivity, benefiting both couriers and the platform.
Constraints
Data Privacy Concerns: Handling sensitive data such as income details and personal information might raise privacy and security concerns, requiring robust measures to ensure data protection and compliance with regulations.
Complexity and Usability: Adding numerous features and analytics can lead to a more complex interface, which might overwhelm some users or require additional training to use effectively.
Performance Impact: Real-time updates and detailed analytics may place a significant load on the system, potentially affecting performance and response times, especially during peak usage periods.
© Ali Siddiqui. 2024
alishaharyar@icloud.com