Users’ problems
- Minor requests: Updating order details after placing an order often involves calling riders or customer support, which can be time-consuming and inconvenient for users who simply want to ensure their preferences are met. This process can disrupt the seamlessness of the ordering experience.
- Updates and clarification: Misunderstandings about addresses, drop-off locations, or delivery status can occur while rider are on the way. The only option to address these issues was by calling the rider, which could be inconvenient for both parties.
⇒ We need a more effective and rapid communication channel to optimize the delivery experience.
Read the full article here
Thank you
Read the full article here
Thank you
We collectively decided to reinstate the rider chat feature. Instead of lengthy development, we opted for a third-party solution and a separate rider chat app for quicker integration. By leveraging the existing design from the BAEMIN user app with key refinements, we reintroduced the feature in record time. While the core functionality remains unchanged, we’ve made strategic enhancements to elevate the visibility of key information and create a smoother experience for both users and riders.
Improvement in the Chat screen: Contextual Information
The simplicity of the previous chat screen header, showing only the rider’s name, presented a growing concern. With the rise of multi-order scenarios, users often juggled several interactions, struggling to identify the specific rider associated with each order. This disconnect could lead to confusion and hamper communication efficiency.
Improvement in the Chat screen: Contextual Information
The simplicity of the previous chat screen header, showing only the rider’s name, presented a growing concern. With the rise of multi-order scenarios, users often juggled several interactions, struggling to identify the specific rider associated with each order. This disconnect could lead to confusion and hamper communication efficiency.
Results
While the reintroduced rider chat has positively boosted user and rider satisfaction and slashed cancellation rates by 5%, our journey doesn’t end there. We remain wakeful, closely monitoring conversations and support requests to address recurring issues, communication patterns, and opportunities for further optimization. Let’s actively seek out and address areas of misunderstanding, delay, and missed information to continuously elevate the chat experience.
