Uncover the details that brought this project to life.
Freshtrug Dashboard (Store at your Door)
A closer look at my creative process and technical expertise.
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1. Grouping of Orders Based on Time Slots
Issue Research Design Process Outcome
Grouping of Orders Based on Time Slots
Issue
During the second wave of COVID-19, delivery restrictions limited our operations to just a 2-hour window daily, down from 4 hours. This change necessitated an increase in delivery efficiency as we anticipated handling up to 40 orders per slot.
Grouping of Orders Based on Time Slots
Research
Through feedback from operations managers and an analysis of order management workflows, we identified several pain points in the existing dashboard. Managers were often spending too much time manually sorting through orders and navigating between multiple pages to find important details like delivery addresses and order statuses. Additionally, the need to prioritize longer-duration orders was a consistent challenge, leading to delays and inefficiencies in the fulfillment process. By understanding these constraints and gathering insights into how orders were managed daily, we recognized the need for a more streamlined and intuitive solution.
What should be done?
Deign Process
  1. Dashboard Revamp: To address the operational inefficiencies, we redesigned the dashboard to automatically filter orders by time slot, allowing managers to easily view and prioritize orders based on their delivery windows. We also added functionalities directly on the main page, such as delivery addresses and status updates, to reduce the need for additional navigation.
  2. Enhanced Prioritization: The new dashboard design enabled managers to prioritize longer-duration orders without leaving the main page. This streamlined the order management process, allowing for quicker decision-making and improved operational efficiency.
  3. User Testing: After implementing the changes, we conducted user testing with operations managers to ensure the new system met their needs and improved the overall workflow. The feedback confirmed that the dashboard improvements led to faster order processing and a more organized approach to managing deliveries.
Results
Outcome
This new system significantly enhanced our delivery capacity, allowing us to handle 50 orders per slot during peak COVID-19 restrictions—a substantial increase from the previous capacity of 10 orders. The streamlined process enabled us to consistently deliver over 40 orders per slot, a feat unattainable without these optimizations.
2. COD Management
Issue Research Design Process Outcome
COD Management
Issue
In our Tier 3 city, reliance on cash payments often led to operational hurdles, including issues with providing change and processing returns. The lag in refunding returned online payments, which could take up to two days, also strained customer relations during cash crunches.
Research on COD Management
Research
Our analysis of refund workflows revealed significant delays in crediting refunds to customers, leading to dissatisfaction and increased support queries. Customer feedback highlighted the importance of an immediate and transparent refund process, while delivery personnel reported challenges in managing in-person refunds effectively. Additionally, backend dependency for refund processing often created bottlenecks, especially during peak times. These insights underscored the need for a streamlined solution that would benefit both customers and delivery personnel by reducing delays and complexity.
What should be done?
Deign Process
  1. Wallet System Implementation: We introduced a wallet system to ensure immediate refunds for customers. The refunded amount is credited directly to the wallet, making it instantly accessible for future transactions or withdrawals, eliminating the waiting period.
  2. Integration with Delivery Personnel Workflow: For in-person refunds, we enabled delivery personnel to add refunded amounts to their cash holdings through a simple interface. This feature streamlined the process without requiring backend involvement, ensuring seamless updates in real time.
  3. Usability Testing and Iteration: The new system was rigorously tested with both customers and delivery personnel to ensure clarity and efficiency. Feedback from these tests was used to refine the interface, ensuring that both groups could use the system intuitively.
Results speaks for itself
Outcome
The introduction of instant wallet credits greatly enhanced trust in our service, as customers appreciated the immediate resolution of payment issues. This feature effectively eliminated customer complaints related to payment refunds, significantly reducing calls to customer support and eliminating cases for the support team.
3. Quick Delivery (Under 15 mins Delivery)
Issue Research Design Process Outcome
Quick Delivery (Under 15 mins Delivery)
Issue
Aspiring to drastically reduce delivery times, we targeted a 15-minute delivery window by strategically situating multiple micro-warehouses throughout the city. This initiative aimed to minimize transit times but introduced complexities such as managing bulk orders, coordinating stock levels across various locations, and dynamically deciding which orders could realistically meet the 15-minute promise.
Research on Quick Delivery (Under 15 mins Delivery)
Research
To ensure the feasibility of a 15-minute delivery promise, we conducted extensive research into logistical challenges and user needs. Data from past orders highlighted the need for transparency in delivery expectations, as customers often expressed dissatisfaction with unclear timelines. Through interviews with delivery personnel and managers, we identified bottlenecks in order processing, such as routing inefficiencies and delays in item packing. Additionally, operational analysis revealed that items exceeding 20 kg often failed to meet the 15-minute delivery target due to logistical constraints. These insights, coupled with geospatial and traffic data analysis, informed our approach to creating a more efficient system for both users and operations.
What should be done?
Design Process
  1. Application Interface Enhancements:
    • Redesigned the app to clearly communicate delivery expectations by categorizing delivery times into three tiers: 15 minutes, 2 hours, or 1 day.
    • Integrated dynamic indicators to flag items over 20 kg as ineligible for the 15-minute delivery window, ensuring customer clarity and reducing failed expectations.
  2. Dashboard Optimization:
    • Implemented geofencing using GPS coordinates from micro-warehouses to prevent order overlaps and streamline routing.
    • Introduced a predictive algorithm to recommend order clubbing where feasible, assigning unique identifiers to bundled orders for seamless processing.
    • Added a visual timer to track packing times, helping managers ensure timely order fulfillment.
  3. Technical Innovations:
    • Leveraged geospatial analysis to ensure orders are dispatched from the closest warehouse, reducing transit times.
    • Developed a real-time order management algorithm that adapts order assignments and schedules based on live traffic data, warehouse activity, and customer feedback.
  4. Testing and Iteration:
    • Conducted usability tests with warehouse managers and delivery personnel to validate the dashboard's efficiency.
    • Gathered user feedback on the app interface to ensure the new delivery time indicators met customer expectations.
Results speaks for itself
Outcome
These systematic and technological enhancements not only streamlined operations but also significantly improved customer satisfaction. We achieved an impressive adherence to the 15-minute delivery promise, with a notable increase in customer loyalty and a decrease in logistical costs. Our delivery partners reported higher efficiency and satisfaction, reflecting positively on overall operational morale and reducing turnover rates.