Improving end to end food delivery experience through Service Design.
identifying behind-the-scenes activities and front-end mechanisms that enable the desired consumer experience
#Customer Research #Experience Innovation
CONTEXT
The online food ordering and delivery business was seeing a spurt in growth, where the constant influx of competitors push brands to always relook at their offerings, business model & service levels, with the objectives of customer retention & acquisition. The need of the hour was an intervention that could provide a much needed to fillip to the plateauing business.
OUR PROCESS
Pensaar Design carried out in-depth qualitative research across the brand’s ecosystem as well as the delivery ecosystem to dig deep and uncover customer expectations, product-service gaps, service and delivery issues, as well as reasons for product abandonment.
inferences
understanding service ecosystem
Also see
Energy
Social Impact