Bringing live order tracking with a third-party integration
Showing the status of your delivery order is a standard for any transaction that requires delivery to the consumer. Bringing a live order status feature was a means to match parity with food-delivery competitors and provide insight to hungry users. We built an initial version by integrating a third-party app that could provide us last mile delivery for our restaurant transactions. The initial build was web-only with a focus on mobile.
Research & Design
Research consisted of collecting competitor research, and review documentation of what the third-party app could provide us. Order tracking covered all types of orders so all flows were laid out to indicated different points of the experience. It helped us identify which areas needed restaurant and user communications and what would happen if an order was cancelled or delayed.
Mapping out all possible flows from accepting an order to delivery.
Early versions
Brainstorm and rough wireframing
UX Copywriting: Communications throughout the experience
Keeping the user communicated throughout the entire flow was most important. We made sure this live feature communicated every change in the delivery flow such as cancellations, driver being delayed, and upon arrival. There were multiple platforms we made sure it accomodated for example SMS updates, website, and email confirmations.
Provided new copywriting to SMS updates.
Release
The feature was widely accepted with few hiccups. It helped us identify that initial time estimates were not met and we needed to increase time ranges to set better expectations.