Came up with a detailed plan for Dunzo covering “Product features to be rolled out on the current platform”
(thought about what are the current problems in order placing journey, what should and can improve upon, what impact will each improvement bring to the overall platform, etc.)
Let’s dive into improving the order placing journey on Dunzo. As a 24x7 delivery app, Dunzo aims to deliver anything to users’ doorsteps instantly. However, users currently face some friction points and inefficiencies during the process, which can lead to frustration and decreased completion rates. Here’s a detailed plan to enhance the order placement experience:
1. Streamlined Navigation :
— Problem : Users find Dunzo’s navigation a bit time-consuming and are dissatisfied with the order placement experience.
— Solution : Simplify the navigation by optimizing the user flow. Consider using a bottom bar for essential actions, making item search and discovery more efficient.
2. Predictive Item Suggestions :
— Problem : During peak demand or rainy weather, adding items from distant stores may result in “not deliverable” messages at checkout, frustrating users.
— Solution : Implement predictive item suggestions based on user preferences. If a specific store is unavailable, suggest similar items from nearby stores to prevent order cancellations.
3. Advanced Search and Filters:
— Problem : Users want a smoother search experience.
— Solution :
— Enable voice search for quicker item lookup.
— Provide effective filters for brands, categories, and specific attributes (e.g., organic, gluten-free).
— Allow users to save items and create wishlists for easy reordering.
4. Delivery Instructions and Preferences :
— Problem : Users need a way to provide specific delivery instructions.
— Solution : Allow users to:
— Specify delivery preferences (e.g., preferred delivery personnel, doorbell instructions).
— Add notes for special handling (e.g., fragile items, contactless delivery).
5. Order Accuracy and User Satisfaction Metrics :
— Impact :
— Order Accuracy : Evaluate if orders with specific instructions have fewer errors or issues.
— User Satisfaction : Collect feedback on whether the ability to provide instructions improves the overall experience.
6. Communication During Order Processing :
— Problem : Users lack visibility into what happens after placing an order.
— Solution : Enhance order tracking and communication:
— Send real-time updates on order status (e.g., order received, being prepared, out for delivery).
— Notify users about any delays or changes.
7. Address Validation and Geolocation Services :
— Problem : Incorrect addresses lead to failed deliveries.
— Solution :
— Validate addresses during input to minimize errors.
— Use geolocation services to pinpoint accurate delivery locations.
8. Personalized Recommendations:
—Solution: Leverage user data to offer personalized recommendations based on past orders, preferences, and browsing history.
9. Wishlist and Favorites:
—Solution: Allow users to create wishlists and mark favorite items for quick access.
10. Cancellation Policy Transparency:
— Solution: Clearly communicate the cancellation policy to users during the order placement process.
By addressing these challenges and implementing the proposed solutions, Dunzo can create a seamless and delightful user experience, ensuring it remains the go-to platform for on-demand services¹.
Source: Conversation , 7/2/2024
Improving Order Placing Journey on DUNZO Daily -UX Case Study. https://medium.com/@bhavyag064/improving-order-placing-journey-on-dunzo-daily-ux-case-study-6f77ff8e1c86.
AIM: Improving Order placing Journey on DUNZO — PM School. https://pmschool.io:4000/pdfs/entry-file-1673874944174.pdf.
#DunzoDesign | Revamping Dunzo’s order tracking experience. https://blog.dunzo.com/revamping-dunzos-order-tracking-experience-3aa0982c0ca4.
Endless troubles: What is happening at quick commerce platform Dunzo?. https://www.business-standard.com/companies/start-ups/endless-troubles-what-is-happening-at-quick-commerce-platform-dunzo-123072100912_1.html.