Redesigned Order Claiming Experience
to Minimize Late Deliveries
Team
1 UX Designer (Me)
1 Product Manager
1 UX researcher
2 Engineers
Timeline
Phase 1 - 9 Weeks
Phase 2 - 6 weeks
Impact
Reduced late deliveries by 1.2% caused by distressed orders
MY ROLE
I led the end-to-end revamp of the order claiming experience for shoppers, redesigning offer cards,
identifying gaps in the claiming process, and supporting the new claiming strategy with visual designs.
CONTEXT
How does Shipt work
Shipt is an online delivery service that connects shoppers to help customers receive groceries, household items, and more, delivered to their doorsteps.
Shipt Shopper’s journey
Claims an order based on pay and effort required.
Shopper shops and delivers the order
Shopper selects preferred schedule and work zone
Shopper browses available orders to pickup
PROBLEM
What am I solving?
10%
of all orders are delivered late.
Late deliveries are caused by several reasons
75%
of late deliveries are caused by shoppers dropping orders late
after claiming an order
$ 380,000
is spent for every 1 million orders to deliver late dropped orders on time
Among the various causes of late deliveries,
the order claiming process is identified as a critical leverage point to
reduce late deliveries significantly.
GOAL
Reimagine order claiming experience to minimize late deliveries resulting from distressed orders
SOLUTION
Two phase approach to claiming order
Late deliveries often result from multiple factors, with one key area of improvement being the order claiming experience. To provide an in-depth exploration of my detailed approach to solving the problem effectively,
I have structured the case study in a two-phase solution: Pre-claiming and Claiming Strategy.
01
PRE CLAIM
Redesigned Order Cards
Learn More
02
CLAIMING STRATEGY
Revamped Order Claiming
Learn More
EXPERIENCE HIGHLIGHT
I was a Shipt Shopper for a day
Spending a day as a Shipt shopper gave me firsthand insight into the challenges shoppers face, such as order claiming delays and app inefficiencies. Testing my designs in real-world scenarios helped me refine solutions that better aligned with shopper needs and identifying areas for improvement when navigating the app under time pressure.
