I am leading the development and integration of a comprehensive route planner at Just Eat Takeaway to optimize courier operations. This initiative aims to improve delivery efficiency, increase tracked orders from 5% to an estimated 80%, and enhance overall courier and customer satisfaction.
Leading the design and implementation of a comprehensive route planner to optimize delivery efficiency, with a goal of increasing tracked orders from 5% to an estimated 80%, enhancing both courier experience and customer satisfaction.
Data shows users avoid the app due to its outdated, static design, with only 5% of marketplace orders processed through it. Our goal is to enhance the route planner, encouraging couriers to use the app more. Success will be measured by tracking all 6 million monthly orders. By aligning research and data, we can drive impactful improvements.
Process
I managed strategy and information across pillars to ensure teams followed unified guidelines for introducing the map and route planning feature. Standardizing the approach streamlined communication, aligned teams toward a shared goal, and reduced miscommunication. Clear roles and responsibilities enhanced efficiency.
Workshop
As a lead i have planned multiple workshops around the route planner topic, focusing on detailed improvements, user engagement, and strategies to increase retention within the product. These workshops are designed to dive deeply into critical areas and gather actionable insights.
Spanning over 8 months, we will conduct five workshops, ranging from shorter sessions to full-day events. These will involve key stakeholders and leverage valuable insights to drive meaningful enhancements to the product.
Map integration
Provides couriers with a visual map interface, simplifying the process of navigating between delivery locations.
Ensures that couriers receive real-time updates on traffic conditions and route changes, improving delivery efficiency.
Order sequencing
Allows couriers to adjust the sequence of deliveries according to their preferences and specific delivery conditions.
Offers the flexibility to reorder deliveries even after the system has performed automatic route optimization.
Thrid-party maps
Enables couriers to export delivery addresses to third-party map applications such as Google Maps, facilitating route planning and navigation.
Increased Usability: Enhances the usability of the route planner by allowing integration with familiar mapping tools.
Vehicle Selector
Allows couriers to adjust the vehicle selection for deliveries according there current and specific delivery conditions.
Order Card
Creating collaboration between all production have a uniformity between all order cards in logitcs
Map integration
Integrating an interactive map will let couriers view orders and customer surroundings directly, aiding efficient delivery. Research shows many couriers, familiar with the area, need just a quick glance to navigate. This feature removes the need to switch between apps, streamlining the process and improving efficiency.
Order sequencing
The Order Sequence feature lets couriers manually arrange deliveries, even with route optimization in the planner. Automatic optimization prioritizes time and distance for faster food delivery. Couriers can override the suggested sequence when needed, offering flexibility for factors like food type. This ensures both efficiency and adaptability in deliveries.
Third app maps
The 3rd party app export feature lets couriers transfer order addresses to any map app on their phone. This enables route viewing with live traffic updates and obstacles. Couriers can export all orders at once, streamlining navigation with their preferred tools. The feature enhances convenience and delivery efficiency.
Vehicle selector
The vehicle selector is used daily by 1.2%–1.9% of couriers to switch between vehicles, such as bike and car. However, it lacks a clear indication that changing vehicle type affects the ETA. This gap can cause misunderstandings and delivery inefficiencies. Addressing it could enhance courier performance and customer satisfaction.
Outcome
By enhancing the route planner with features such as an interactive map, route optimization, a vehicle selector, third-party order exporting, and automatic geofencing, we have achieved significant improvements.
Over an 8-month period, these upgrades have led to a 800% increase in efficiency. This exponential growth has allowed us to significantly enhance our service, enabling customers to track marketplace orders directly through their application. The improvements ensure better service delivery and a more seamless user experience.
Constraints
The biggest limitation is the couriers themselves. During usability testing, we did not encounter any marketplace couriers because most of the participants were restaurant owners.
Another constraint is the non-linear nature of the order flow. Unlike gig apps, our app is designed for couriers to be tracked so that customers can see the status of their food.
Additionally, our small team faces limitations that prevent us from implementing features that could enhance the application, such as micro-interactions within the app. These constraints impact our ability to make improvements effectively.
© Ali Siddiqui. 2024
alishaharyar@icloud.com