Efficient Food Delivery System for Twelve03 Meals
This project focused on improving the food delivery process for Twelve03 Meals through streamlined order channels, a POS system, and chatbot integration. The result was a more efficient, customer-centric system that addressed logistical challenges and enhanced customer satisfaction.
Context
As a Design Strategist and Design Researcher, I was responsible for conducting in-depth research, creating design strategies, and leading the solution design process.
My approach was centered on understanding the operational and logistical challenges Twelve03 faced and aligning them with the needs of its customers.
Details
Time Frame:
May 1. 2020 – July 31, 2020
Role:
Design Strategist, Design Researcher
Involvement:
Logistics Strategy, Design & Testing Oversight
Overview
Using a human-centered design approach, I focused on understanding the business challenges and customer pain points to design an efficient solution that enhanced both customer satisfaction and business profitability.
Challenge
Twelve03 Meals struggled with several issues:
- Order Channels and Documentation: Food orders were disorganized, leading to inefficiencies.
- Logistics: Limited dispatch riders impacted delivery times and customer satisfaction.
- Unavailability of Products: Special menu items were often unavailable, frustrating customers.
Solution
By leveraging design thinking and conducting qualitative research through customer interviews and staff observations, we identified the core problems. we proposed two key solutions:
- Implemented Point-of-Sale (POS) System to streamline order documentation and improve customer service by tracking orders efficiently.
- A chatbot was introduced to automate and simplify order handling across multiple platforms (call, Instagram, WhatsApp).
Results
The newly implemented system significantly improved the food delivery process for Twelve03 Meals:
- Enhanced order accuracy and streamlined documentation.
- Improved communication through the chatbot, reducing manual intervention and increasing customer satisfaction.
- More efficient delivery logistics, leading to better customer retention.