Exploring the Swiggy Rider Delivery App: A Novice Product Manager’s Perspective
Welcome to my blog, where I, a budding product manager, am thrilled to share my knowledge and insights behind creating documentation for the design of the Swiggy Rider Delivery App. Through this blog, I aim to showcase my understanding of the subject while providing valuable information that can inspire and assist others in their own product management journeys.
In today’s fast-paced world, the Swiggy Rider Delivery App has emerged as a game-changer in the food delivery industry, reshaping how orders are fulfilled with its seamless user experience and robust features. Throughout this document we will delve into the comprehensive documentation of this app, gaining a deeper understanding of how it optimizes the delivery process and ensures customer satisfaction.
Join me on this exciting exploration of the Swiggy Rider Delivery App, as we unravel its goals, use cases, and user journey, with low-fidelity wireframes. Together, let’s gain a deeper understanding of this innovative app and its impact on the field of product management.
NOTE: This is a practice exercise undertaken by me to sharpen my skills as a product manager and is in no way associated with the Swiggy brand. However, any suggestions on this are welcomed.
About Swiggy
Swiggy is an Indian online food delivery platform. Founded in 2014, Swiggy is based in Bangalore and operates in 500 Indian cities as of September 2021. Besides food delivery, Swiggy also provides on-demand grocery deliveries under the name Instamart, and a same-day package delivery service called Swiggy Genie.
Product Overview
A rider delivery app is a mobile application designed specifically for delivery agents or riders to streamline the delivery process. These apps are typically used by delivery service companies or platforms like Zomato, Uber Eats, Porter, etc. The rider delivery app serves as a tool for delivery agents to efficiently manage their assigned orders, communicate with the platform and customers, navigate to the pick-up and drop-off locations, and update the status of each order in real-time.
🎯Goals
Although the goals of a rider delivery app may vary depending on the specific platform or company operating the delivery service. However the design and functionality of a rider delivery app aim to enhance the efficiency, accuracy, and overall experience of the delivery process for both the delivery agents and the customers. Therefore, for the sake of this product, we have underlayed the following goals:
- Account management — The delivery agent should be easily able to log in and access their account. They should be able to manage their profile, update personal information, adjust availability settings, and access support or help documentation through the app.
- Order management — The delivery agent must be able to view the available orders on the dashboard, including details such as the pick-up location, drop-off location, order items, and the customer’s name. They can review the order details and decide whether to accept or decline the order based on their availability and preferences.
- Navigation and route optimization — The delivery agent should be able to navigate with ease to the pickup and drop locations. The app should provide optimized routes, real-time traffic updates, and turn-by-turn directions to guide the delivery agent efficiently.
- Order details — The rider should be able to quickly read the number of articles/items ordered by the customers and confirm their presence in the store. Any special instructions provided by the customer must be clearly highlighted.
- Status Update — In case any of the ordered items are not present at the store, the rider should have an option to update it on the app and notify the customer. Alternatively, if everything is available, the rider should get an option to update the order pick-up status in the app to indicate that they have picked it up and are en route to the customer’s location.
- Communication — The delivery agent should always have an option to smoothly communicate with the customer to address any concerns, confirm delivery instructions, or provide updates on the estimated arrival time.
- Safety and customer support — In case of any issues regarding the inability to contact the customer, inappropriate customer/shop owner behavior, wrong drop location, unexpected traffic scenarios or accidents, etc., the rider should be easily able to contact Swiggy’s customer support and receive the required assistance immediately.
- Earnings and performance tracking — The delivery agent can access a section in the app that provides details of their earnings, incentives earned, performance metrics, and any bonuses or rewards they have achieved. They should have a feature where they can set a particular earning goal and track the progress of that goal.
💡Use Cases
The following imaging explains the possible use cases of the rider delivery application for Swiggy.
🚗User Journey
The journey of a typical user of this application will begin with logging in to the app. Since the audience of this app is not technically versed, we are keeping a simple login with a mobile number option.
Upon logging into the application, the user is shown a dashboard highlighting their earnings over a particular period of time. Whenever, the period restarts, the user is required to set a goal for themselves and based on their performance a graph is shown depicting the amount/percentage of their goal achieved, with a motivational message detailing an average number of deliveries required to accomplish the set goal.
From the above screen (home page) the user can proceed in one of the following ways:
- Viewing/ Editing their profile details (shown in Screen a)
- Reporting an issue (shown in Screen b)
- Viewing their notifications (a basic feature found in most of the applications)
- Starting their job (shown in Screen c)
This document is primarily concerned with the user journey of a delivery agent looking to successfully complete an order delivery and achieve their goals.
Starting the Job
Whenever a user (the delivery agent) clicks on the star job button, it turns red (from green) and reads as Stop Job, indicating that the user has started their day’s shift and is available to deliver orders.
Notification of a New Order
Once the user starts their shift, they need to await a task assignment notification. This notification is triggered whenever a customer places an order and includes essential information such as the pickup location, drop-off location, ordered items, and the earnings associated with the delivery. The user can either accept or reject the order. If the order is rejected/declined, the user will have to wait for another job notification, whereas if they accept it, they will proceed via the steps described below.
Order Accepted
Upon having accepted the task, the user will be shown a screen where all the details associated with the order are present. There will be two action buttons visible to the user:
- Go to Pickup Location — Clicking on this button will lead the user to Google Maps and open the navigation from the user’s current location to the pickup location.
- Reached Pickup Location — Clicking on this button will enable the user to proceed to the next screen and place the order.
If the user has any difficulty in reaching the location, they can reach out to the Swiggy support team by clicking on the Report an Issue icon (in the top right corner).
Placing the Order
Once the delivery agent (user) reached the pickup location, they check for the availability of the product and proceed with one of the two options:
- Item(s) Not Available — If one or more items ordered by the customer are unavailable in the store/restaurant, the user can proceed by clicking this button.
- Order Placed — If all the items ordered by the user are available at the pickup location, the user can proceed by placing the order and clicking on this button.
Order Pickup
Once the order is placed, the user waits for it to get prepared and packed, post which they can pick up the order and proceed by clicking on the order prepared button.
Notify Customer About the Unavailable Items
In a case where one or more items ordered by the user are unavailable at the pickup location, the user is required to notify the customer regarding the same. (Screen d) Once notified the user gets to take any one of the three decisions:
- The user can replace the unavailable item(s) with different ones.
- The user can get a refund for the unavailable item(s).
- The user can cancel the order. (Keeping in mind the delivery fees will be charged from them for the efforts of the delivery agent)
Depending on the action the customer takes, the user’s screen is updated in one of the two ways shown in Screens e and f. If the order is updated (Image e) the user can place the order and proceed normally. Whereas, if the order is canceled, the user receives the delivery fee and proceeds by clicking the continue button which leads them to the home page, where they wait for a notification of a new task.
Order Delivery
Once the order is successfully placed and picked up by the delivery agent, the process is quite simple. A screen as Screen g is displayed to the user, which allows the user to navigate to the drop location via Google Maps. Upon returning to the app, the delivery agent/user is shown the Screen h where they can mark the order as delivered. This leads the user to the final screen (Screen i) where the earnings from the order are displayed and the users are provided with options to give any feedback or proceed by clicking the continue button which leads them to the home page, where they wait for a notification of new task.
At any time during the entire order delivery process, the user can report any issues by clicking on the Report an Issue icon (in the top right corner).
Takeaways!
With this, my journey of creating the documentation for the Swiggy Rider Delivery App comes to an end. This has been an exhilarating experience for me as a novice product manager. It was my first attempt at documenting an entire application, and I have gained invaluable insights along the way. From the initial ideation to the final creation, I learned the importance of understanding the user and their needs and finding the most efficient way to solve the problem at hand (in this case providing a seamless order delivery experience). While I couldn’t conduct user surveys or gather feedback due to resource limitations, I turned to YouTube tutorials to immerse myself in the mindset of a typical user. This alternative approach helped me gain a deeper understanding of user expectations and challenges.
Throughout this process, I realized the significance of user feedback and the user journey in shaping a successful app. Additionally, I discovered powerful tools like Balsamiq for creating wireframes and MVPs, which proved instrumental in visualizing the app’s functionality. This exercise has been an incredible learning opportunity, and I am eager to hear your feedback on my efforts.
In conclusion, this endeavor has taught me the essence of empathy-driven product development and the importance of leveraging available resources to understand user perspectives. I am excited to continue honing my skills and expanding my knowledge in the dynamic world of product management.
