Project Details
🚨 Problem Statement: DoorDash is a leading food delivery platform that relies on the efficiency and transparency of deliveries of products. At times, these deliveries can see unexpected delays or events that can cause customers to get anxious while waiting for their orders. This is especially the case when they don’t feel the order is progressing as expected. As a result, they reach out to Support and ask for status updates or resolutions. Today, inquiries on order status is one of the most common support inbound category during live deliveries (XX% of live orders, $XXM cost/year). This case study shows my methodology for rapid and iterative concept development. For this project, I created 23 design approaches to test and uncover the most effective solution to reduce anxiety for consumers during the order tracker experience.
🧢 My Role: As the sole product designer on this project, I was responsible for coordinating and conducting generative exploratory research, uncovering insights, and delivering data-driven designs to solve our core user and business needs.
✨ The Solution:
- How might we offer customers a transparent experience so that they are aware of the status of their orders at all times?
- How might we offer customers an actionable experience so that they feel in control of their orders?
🕑 Timeline: November 2022 to January 2023
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