In a home delivery type of business, design specific technology/software features that would improve the overall accuracy of the delivery time estimates.

SCENARIO OVERVIEW

Head of Ops, Alex, is concerned about delivery estimate accuracy shown to the customer at the time of order. Data from last 3 months reveals that overall delivery estimate accuracy across the organization has come in at 88%. Alex wants this to be 95% in 3 months. 

ASSUMPTIONS

We show the estimated delivery time in the company’s consumer app right after a customer places an order. 

Drivers have access to Driver app that they use for delivery. 

We know where drivers are when they are actively working through the driver app. 

We track and store data on every milestone of an order, from the time the order is processed and enters the queue in the warehouse to when a driver completes delivery to the customer.

Independent drivers, people like you and I, pickup order from the warehouse. They work in shifts on days they want to. 

Mostly all orders are within 10 miles and are delivered within 30 min.

YOUR TASK

1. How would you approach partner w/ Alex, and how you would determine where to invest your team’s resources?

2. What specific software/technology features would improve overall accuracy of the delivery time estimates that we communicate to our customers when placing an order?