Improve Deliveroo.

Deliveroo - is a food delivery market place. Deliveroo's vision is to transform the way people eat. They envision a world where anyone can have access to a wide variety of delicious food, delivered with exceptional speed and convenience. They aim to be the go-to platform for food delivery, offering seamless experiences for both customers and restaurant partners. Deliveroo seeks to continuously innovate and improve their services to meet the evolving needs and expectations of their customers.

1. Clarify the scope of the question

Do you have in mind a specific county? or platform?  or user type? or goal? 

2. List the user groups and chose the one you’re focusing on

Deliveroo is 3 side marketplace. So we have 3 main user type: 

Restaurant 

Couriers  

Clients

I would like to focus on the Couriers side because as I know courier retention is a real challenge for such companies and also delivery time has a huge impact on the client's side as well. 

Within couriers, we have the following segments: 

Couriers that define delivery as a main job (power users)

Part-timers (casual) 

Occasional 

I’m going to focus on Power users because they deliver almost 70% of orders (20/80 rule). 

3. Choose a goal 

I would like to increase retention within Power couriers.

4. Describe user flow

Set up a schedule - log in to the app - wait for an order - get/skip order - go to the restaurant - wait for the order - get the order - deliver the order - wait for a client - finish order - get reward   

5. List and Prioritize  the user needs for your user group

Couriers' main goal is to earn as much as possible. 

I’m going to focus on following needs: 

• I would like to spend less time waiting 

• I would like to have short orders 

• I would like to earn more per hour

6. List and evaluate your solutions

I would like to move on with: 

• Automatic calculation for cooking time (based on historical data) 

• Add reward per each xx delivered orders

7. Success metrics 

For automatic calculation. 

Primary metric: time from order to door. 

Additional metrics: 

• The time between restaurant check-in and get the order 

• Predicted vs real cooking time 

For reward per each xx

Primary metric:  Avg. courier revenue per month 

Additional metrics: 

• Number of delivered orders per courier 

• Number of declined orders per courier 

• Number of skipped orders per courier