Order Tracking Experience
Delivery Hero is a German multinational food delivery service company that operates through various brands across four continents in 70+ countries.
Based in Berlin, our team provided real-time status updates for every brand under the Delivery Hero's umbrella. Our tracking API and event-message service handled approximately 5 million orders per day.
Metrics
Decrease contacts
Decrease cancellations
Increase orders on time
My Contributions
Sara, the rider is at KFC waiting for your order. The food will be heading your way anytime now.
3% reduction in contacts with
Event-based service for proactive communication
Went from a poll to a push mechanism to provide customers proactive notifications on late orders. And worked with the operations and analytics team to iteratively improve the timing of these notifications to reduce contacts.
Reduce cancellations & contacts with Routes for the tracking page
Worked closely with our stakeholders and engineering team to create a prototype using OSM (OpenStreetMap) to display the rider's route to customers, starting from the vendor's location to the customer's doorstep. This solution predicted the route based on the rider's real-time location.
We were able to show an improvement in contacts and cancellations which led to the implementation of a better in-house solution to optimise the routes.
