Don`t worry! Your Food will be Safely Delivered.
Journey Mapping of a food Delivery Boy.
Myself as a Delivery Boy.
The mapping service is empathizing with the user in achieving his goal and understanding the user’s point of view. Being a designer it becomes really necessary and important to understand the service and all the aspects of the existing service and its nuke and corner. Understanding thoroughly the services and the challenges faced by the user will help the designer improve the service and its flow.
Let us go through the journey mapping of a food delivery boy.
We all have enjoyed the food ordering from the food delivery apps and get the food delivered at our doorsteps effortlessly. Let us try to understand what it takes to for a delivery boy to complete the delivery process.
Let me share my story of being a delivery boy in Zomato. Before joining DesignShift I started working in Zomato as a delivery boy. I used to face some challenges using the Zomato delivery app but never have looked at that as a problem. Now that I have got some knowledge of User Experience design being in DesignShift I can easily identify them.
Here are the steps involved in the journey.
- Going Online into Zomato Delivery App.
- Waiting for the order.
- Receiving the Order.
- Reaching the Restaurant.
- Picking up The Order.
- Reaching the Delivery Point.
These steps also include.
- Sub steps.
- Touchpoints.
- Emotions.
- Experience.
- Comments /Solution directions.
Here is the complete illustration of Mapping a Journey of Myself as a Delivery Partner in Zomato.
Let me take a little deeper along with me to execute all the steps and share my experience along with you.
Going online into Zomato Delivery App.
This is the first step to start with. To start receiving going online is important, it involves several other steps
Before going online app asks us to update the current location using Google maps, complete the sanitizing process, wearing the mask, and taking a selfie. After all, that is done now we are ready to receive orders. In doing all the above procedures these are the things that we interact with.
Touchpoints.
Phone, Zomato Delivery App, Google Maps, Sanitizer, Zomato T-Shirt, Mask,
Experiance.
Doing all the above procedures is mandatory and it is also good to have a practice of that before starting the work, during this covid times.
Comments/Solution direction
Delivery partners must be allowed to go online without updating the location.
Waiting for the Order
This step requires patience because after coming online many of the time we don't receive the order at our location. One has to keep waiting until the order is received. Another way we can get the order is by traveling to the High Order Area specified in the application.
Touchpoints.
Zomato Delivery app, Google maps, Zomato Bag, Bike key, Helmet, Bike
Experience.
Waiting for the order is frustrating to work, and many of the times while we are heading towards the high order area or being in that specified area we may not get the order in that area itself which is quite frustrating.
Receiving the Order.
As soon as the order arrives to us we can hear the loud siren sound and the vibration of the phone. Sometimes it feels awkward but that cannot be reduced or controlled. We have to accept the order within a short span of time or else the order will be deflected to some other delivery guy.
Accepting the order is all we do as it arrives. as soon as the order is accepted I try to reach the restaurant as soon as possible, taking the shortest or the most optimal way to reach.
Touchpoints.
Zomato Delivery app, google maps, helmet, bike, the optimal path to reach.
Experience.
After so much waiting finally got the order it was quite satisfying to see. Huge traffic and bumpy roads make traveling a bad experience. But we can deal with it by taking short-cut roads.
Comments/Solution direction
Customer location must be displayed after accepting the order.
Picking up The Order.
After reaching the restaurant, quickly running towards the pickup counter and telling the Order-Id. If the order is ready then the pickup procedure can be completed quickly, if not then have to wait until it gets ready. As soon as the restaurant marks food ready taking the parcel completing the pickup process and riding to the delivery destination.
Touchpoints.
Bike, Zomato Delivery app, Security guard, Sanitizer, Pickup counter, waiter, Parcel.
Experience.
After reaching the restaurant searching for the parking space is really hectic work. completing the temperature checkup and sanitizing process is mandatory work to do for safety, and waiting at the restaurant if the food is not ready is also a boring thing to do.
Comments/Solution direction.
Separate parking space should be provided to the delivery boys to make the flow smoother
Reaching the Delivery Point.
Here comes the end of the journey. This is the last step and most satisfying step of this journey. After reaching the customer`s location either we call the customer or if the location is known then we directly go to their house and deliver the parcel.
Touchpoints.
Zomato bag, Parcel, Watchman, lift, door bel, customer, cash.
Experience.
At the final destination. reaching customer`s location as soon as possible will be the only goal as a delivery boy. It will be more satisfying if the customer smiles and says ‘Thank You’. one such customer I have met with during this journey and also allowed me to take a pic with him for this project documentation.
This customer was happy with my service and also reached his location before the specified time.
Conclusion
User journey maps bring user needs and emotions to light by guiding stakeholders through the series of interactions customers follow to satisfy their needs.
