The McDelivery app is pretty easy and convenient to use, but it has a gap in the user experience that makes people anxious and upset.
Once your order has been dispatched, there is no way to track your driver's progress, so you can't tell where your food is or what's happening.
Filling this gap in the experience would customers at ease and encourage people to use the service again and again.
Having McDonalds as a client gave us an opportunity to highlight this problem and provide a solution that would address the key issue users had with the app.
Because McDonalds has a global partner for its apps and markets cannot implement their own solutions, we approached this problem with the knowledge that our solution could not rely on changing the current experience, but had to enhance or augment it. Delivery drivers, being employees of a different company could be instructed to install an app on their issued devices.
Our proposal involved creating a standalone tracking page for consumers and a delivery app for drivers. Consumers would receive a link to track their order once it has been dispatched and could follow their driver's progress in real time. They could also contact the driver or restaurant if an issue arises.
Customer order tracking
1: After placing an order, the customer receives an email and SMS from McDonalds containing their clickableorder reference number.
2: Upon clicking the link, they are taken to an updated McDeliverywebpage that shows the current status of their order.
3: The page updates in real-time as their order progresses.
4: And once the order is out for delivery, the customer will be able to see where their driver is. They can also contact the driver directly and phone the restaurant if needed. This button will launch their phone’s call function with the number prepopulated.
5: Once their order is delivered, they will see a summary of the order.
The Driver App
1: Drivers will be able to select the order number they have been assigned at the restaurant to start the delivery process.
2: The app will show the customer’s info and what’s in their order. The driver can check against the actual order and then accept it. This will update the customer to let them know their order is on its way..
3: The delivery driver page will then show the fastest route to getto the delivery address and allow them to call the customerif they run into any issues.
4: When they get to the delivery address and have handed over the order, they can press the “order delivered” button to close the order.
5: They will then be able to use the app to navigate back to the restaurant, ready to collect another.
