Food Delivery App
After placing an order, users had no visibility into the delivery progress, the courier's location, or the estimated arrival time. This lack of transparency created uncertainty and led to a high volume of support requests, particularly "Where is my order?" inquiries. This project reimagined the post-order experience by introducing live tracking and real-time status updates, giving users continuous visibility throughout the delivery journey.
Role
Lead UX/UI Designer
Year
2024
Platform
iOS & Android
Team
2 designers · 2 engineers
The challenge
Once an order was confirmed, users were left without meaningful information about their delivery. This lack of visibility reduced trust in the service and generated a high volume of support requests, especially "Where is my order?" inquiries.
The approach
I redesigned the post-order experience around delivery status, creating a dedicated tracking screen centered on live updates and real-time progress. The static "Order Received" confirmation was replaced with a dynamic experience that reflected every stage of the delivery journey, providing users with the right information at the moment they needed it.
The outcome
Support data showed a significant reduction in "Where is my order?" inquiries after the redesign, confirming that greater transparency throughout the delivery process reduced the need for users to contact customer support while increasing confidence in the service.
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