Zataak Se Operations App
Master delivery with precision—multi-merchant pickups, customer tracking, and seamless handovers. Read more to learn how the Zataak Se Operations app transforms last mile delivery efficiency.
My Role
Product Designer — Interaction Design, Visual Design, User Flows, Wireframing, User Research,
Timeline & Status
May 2024 to June 2024
Tools
Problem
The founders of Zataak Se envisioned a robust operational backend to support their Consumer app. However, they faced several challenges:
Operational Silos: Delivery partners faced fragmented processes, leading to delays and inefficiencies in fulfilling orders.
Complex Order Management: Delivery partners lacked a unified system to track pickups, manage progress, and ensure seamless deliveries.
User Barriers: Delivery partners needed intuitive tools to navigate processes and minimize delays.
These issues not only disrupted the fulfillment process but also impacted customer satisfaction and delayed the product’s market launch, putting funding timelines at risk.
Research
What I Did:
Conducted interviews with delivery personnel to understand their operational challenges and workflows. Analyzed competitors like Dunzo and Swiggy.
What I Found:
Delivery partners struggled with fragmented processes, causing delays.
Delivery partners needed clarity on handover processes to avoid delays.
Delivery partners valued simplicity and quick navigation.
Ideation
What I Explored:
Low-fidelity wireframes for order management and delivery tracking workflows.
Edge cases such as incomplete handovers or canceled orders.
What Guided My Decisions:
User personas for delivery personnel.
Insights into pain points, prioritizing speed and clarity over complex features.
Design
What I Created:
High-fidelity prototypes for:
Order statuses (New Orders, Pickup, Delivery).
Handover interfaces for delivery partners.
Multilingual support to cater to diverse user demographics.
Simple navigation and intuitive CTAs for quick task completion.
Key Features:
Progress Bar: Tracks multiple pickups visually, ensuring efficient order handling.
Customer Vehicle Details and Live Tracking: Provides delivery partners with essential vehicle details, ETA, and real-time tracking, reducing delays in fulfilling orders.
What Principles I Followed:
Consistency: A cohesive design language across all Zataak Se apps.
Accessibility: Large, readable text and clear visual cues for mobile devices.
Efficiency: Minimizing the number of steps for key tasks like locating a customer or updating delivery status.
Testing
What I Tested:
Conducted usability tests with beta delivery partners.
A/B tested workflows for order handovers and status updates.
What Refinements I Made:
Streamlined navigation flows based on feedback from delivery personnel.
Enhanced tracking visuals for quicker decision-making.
Solution
The Zataak Se Operations App provided a comprehensive solution to operational challenges:
Streamlined Order Management: A tab-based system (New Orders, Pickup, Delivery) enabled quick tracking and updates.
Efficient Handover Processes: Clear instructions and status updates facilitated seamless coordination for delivery partners.
Live Tracking: Delivery partners could view customer vehicle details, ETA, and live tracking to ensure timely delivery.
Multilingual Support: Localization ensured usability for delivery partners from diverse demographics.
Performance Insights: Dashboards for delivery partners provided data-driven insights to optimize operations.
Results
Reduction in Delivery Time: Average pickup and delivery time reduced by 25%.
Improved Order Fulfilment Rate: Achieved a 98% order fulfilment rate, minimising missed deliveries.
Enhanced Customer Location Accuracy: Average time to locate a customer reduced by 30%, ensuring quicker handovers.
Adoption: 30 delivery partners onboarded across different locations in Mumbai.
User Satisfaction: Delivery partners praised the app’s ease of use, highlighting features like live tracking, clear navigation, and efficient order updates, which helped streamline their work.
Problem
What I Learned
Since I designed the app specifically for delivery partners, I stepped into their shoes to understand their typical day, IQ, and how they interact with tools. I ensured the app was intuitive and efficient to minimize their cognitive load. At the same time, I aimed to maximize customer satisfaction by delivering a seamless on-the-go shopping experience. This process reinforced the importance of user-centric design and the need to balance user and business goals.
What Feedback I Received
Users appreciated the simplicity and efficiency of the app but suggested advanced reporting features—an enhancement planned for future iterations.
