About

Swiggy is a popular food delivery platform in India, offering a wide selection of restaurants and cuisines. With a user-friendly interface, customers can easily order and track their deliveries in real-time. Swiggy supports local businesses by providing a convenient way for customers to order from smaller restaurants without delivery services.

Problem Statement

Many first-time users of Swiggy are unaware of the option to track multiple orders from different restaurants, as it is not easily accessible on the home screen. This presents a challenge in making users aware of their multiple orders and improving their overall user experience.

The Challenge

The provided solution addresses the issue of accessibility in Swiggy by displaying the number of orders on the home page. Clicking on the Orders section leads to the Active Orders Page, which lists all the orders made by the user along with the restaurant and food details. Clicking on "Track Order" enables users to track their food.

The Solution

The provided solution addresses the issue of accessibility in Swiggy by displaying the number of orders on the home page. Clicking on the Orders section leads to the Active Orders Page, which lists all the orders made by the user along with the restaurant and food details. Clicking on "Track Order" enables users to track their food.

The competition

When evaluating Swiggy's multiple ordering and tracking feature, it is essential to consider its competitors in the food delivery market. Here are two prominent competitors and their approaches to addressing the same feature:

Zomato, a key competitor of Swiggy, also offers a multiple ordering and tracking feature. They have implemented it as follows:

1. Prominence and Accessibility: Zomato prominently displays the multi-order tracking option on their home screen, ensuring easy access for users. They have a dedicated tab or section specifically for tracking multiple orders.
2. Real-time Updates and Notifications: Zomato provides real-time updates on order status, estimated delivery times, and delivery executive details to users. Notifications are sent to keep users informed about any changes in their orders.
3. Order Consolidation: Zomato allows users to view and manage their multiple orders in a single interface, providing all necessary details, including restaurant information and delivery status.
4. Seamless Integration: Zomato ensures smooth integration between order placement, restaurant updates, and real-time tracking, enabling a seamless user experience.

Uber Eats (Uber Eats is no longer available in many markets, but for the sake of comparison, we will consider it):Uber Eats, another prominent competitor, has addressed the multiple ordering and tracking feature in the following manner:

• Multi-Order Tracking Interface: Uber Eats provides users with a clear and dedicated interface to track their multiple orders. Users can access this feature easily from the home screen or within the app's navigation menu.
• Visual Indicators and Updates: Uber Eats uses visual indicators such as progress bars or icons to represent the status of each order. Users can easily identify the stage of their orders and receive real-time updates on their progress.
• Estimated Delivery Times: Uber Eats displays estimated delivery times for each order, allowing users to plan accordingly and track the progress of their deliveries.
• Simplified Order Management: Uber Eats provides a consolidated view of all orders, including restaurant information, order details, and contact information for delivery executives. This enables users to manage their orders effectively.

Overall, both Zomato and Uber Eats have implemented similar approaches to Swiggy regarding the multiple ordering and tracking feature. They prioritize prominence, ease of access, real-time updates, and consolidated order management. Swiggy can learn from these competitors to enhance its own feature and ensure it remains competitive in the food delivery market.

User persona

Sarah Anderson

32 yrs old | Urban area | Marketing Manager

Bio

Sarah Anderson, a 32-year-old marketing manager, values convenience and efficiency. She struggles to coordinate and track multiple food orders from different restaurants, leading to frustration and wasted time. Sarah seeks a platform that simplifies multi-order tracking, saving her time and ensuring a hassle-free food delivery experience.

Goal

• Convenient and efficient food ordering and delivery experience
• Save time by tracking multiple orders from different restaurants in one place
• Enjoy a variety of cuisines without the hassle of visiting multiple restaurants

Pain Points

• Difficulty in coordinating and keeping track of multiple orders from different restaurants
• Limited time to search for individual order details and delivery updates
• Frustration when unable to manage and track orders effectively

User Flows

After analysing the existing user flow of the Swiggy application, it has become clear that when users want to order multiple dishes from different restaurants, the current user flow can be quite confusing and misleading.

When User wants to order multiple dishes from different restaurants one after the other, they might not find the tracking details available for the second Order or third order and so on.

For instance, after placing the first order, the user is shown a status message indicating that the food is being prepared and a delivery partner will be assigned in the Home page. However, there is no information provided about the status of the subsequent orders placed at the same time, such as when the food will be prepared and delivered. This can be particularly confusing for first-time users or those who are unfamiliar with the app.

As a result, users may mistakenly assume that their subsequent orders did not go through, leading to unnecessary confusion and frustration. They may also end up reordering the same items or reaching out to customer support for assistance, causing further delays and inconveniences.

Wireframes

My robust user flow diagram allowed me to move quickly to build up the page templates.

High Fidelity Screen

Prototype

A clickable prototype was built using Figma. It served two purposes: one to support the developers, and two to act as a usability testing tool.

Learning and Outcome

To improve Swiggy's accessibility, the following UX solution was implemented:

• Home Page: Displayed the number of orders prominently on the Home Page for quick reference.
• Active Orders Page: Clicking on "Orders" on the Home Page redirected users to the Active Orders Page. This page provided detailed information about all orders, including food and restaurant details.
• Order Tracking: Implemented a "track order" feature, allowing users to monitor the progress of their food delivery in real-time.

These enhancements aimed to improve the user experience and make the app more accessible for all users. By prioritising accessibility and incorporating features like order tracking and comprehensive order details, Swiggy aimed to streamline the ordering process and boost customer satisfaction.

The learning outcomes from this UX solution include:

• User-centered Design: Focusing on accessibility and catering to the needs of all users, including those with disabilities, to create an inclusive user experience.
• Information Architecture: Displaying essential information prominently on the Home Page, reducing cognitive effort and ensuring easy access to relevant data.
• Seamless User Flow: Providing a smooth transition from the Home Page to the Active Orders Page, demonstrating intuitive navigation and convenience for users.
• Comprehensive Order Details: Presenting detailed information about orders, such as food and restaurant details, to empower users with transparency and facilitate decision-making.
• Real-time Order Tracking: Enabling users to track their orders in real-time, enhancing transparency, control, and trust in the service.
• User Experience Optimization: By considering accessibility, providing order information, offering order tracking, and ensuring a seamless user flow, the overall user experience is optimised. This involves incorporating user feedback, usability testing, and iterative design processes to continuously improve the user experience.

In summary, the implemented UX solution for Swiggy's accessibility focused on user-centered design, effective information architecture, seamless user flow, comprehensive order details, real-time tracking, and continuous optimisation of the user experience.