Dodo Brands
Laid the groundwork for a key product feature
Situation
The home screen had limited space, so it needed to show the most useful information. This required a better understanding of how different customers perceived delivery times, promises and compensation.
Goal
Understand customer expectations to determine which messages deserved space on the home screen and how to communicate them.
Actions
Initiated and independently conducted research across customer segments.
iPhone mockup: Sketcher, CC BY 4.0. Model adapted and rendered for this portfolio.
What I did
- Explored perceptions of delivery promises, time windows and specific estimates, alongside pizza, loyalty points and discounts as compensation.
- Analyzed responses and developed recommendations for home screen messaging.
Results
Identified the expectations of different groups, including active and inactive users:
- which delivery times felt fast, acceptable or too slow;
- which delivery promises felt realistic;
- which compensation options and amounts felt sufficient and fair.
These insights later helped shape a major product feature combining delivery promises with compensation for delays. Its rollout is ongoing.