Chefkart- Services
Discovery of Cooks
It is one of the 4 services offered by ChefKart that offers direct access to talented chefs and cooks.
This allows users to access the contacts of certified cooks registered with ChefKart according to their preference.
The current flow is very complex and needs to fixed ASAP
This project was a part of my Summer Internship at ChefKart.
Let's analyse the current UX flow
& Identify the problem
1st Step
So, What's the Problem? Let's understand
After selecting the service, the customer is supposed to select cook of their choice and
tap on the call to action of "Unlock Mobile No"
Honest Feedback from Satisfied Users
2nd Step
Verification of
phone number
The customer is asked to fill his/her phone
number and then supposed to fill the OTP.
Honest Feedback from Satisfied Users
3rd Step
Biggest Problem
identified
In the current flow the customer expects
that they will receive data over whatsApp
or SMS but they are supposed to come back
to the website after payment in order to unlock
the cook's number which is complex one and increases drop offs. Moreover they are not instructed that they need to come back again. On the top of it they can unlock any
number so kills the whole purpose of selection
of a particular cook of "one's choice".
4 step
Loophole with Summary section
Here the loophole is Users can Increase the Number of cooks this defeats the whole purpose
of selection of a particular cook of "one's choice"
by filtering. Secondly, amount is non-refundable.
Problems & Root Causes Identification
Let's understand in depth
3rd Most Visited
Coming to the metrics It is the 3rd most visited page but no quality over product.
Complex UX flow & No support
The current UX flow is confusing as user has to again come back to the website to unlock number. Communication happens over email for the order and details.
Lack of Preference
Filter can enable the users to get more desired results according to their preference. Right now they cannot filter according to their preference
Lack of Net Promoter Score
NPS (Net Promoter Score) of the platform. Currently users who buy orders from the platform 6/10 times, the value is not generated.
No Refund Policy
Lack of refund policy, in the current flow, which can cause frustration among the buyers.
Increase in load Time
More than required cooks load
at one go, making a long list.
Burden on Customer service
Due to the Complexity and figuring out how to unlock the details, the customer calls increased rapidly, resulting in a hectic process and bad experience altogether.
Lack of Trust on Platform
Lack of element of credibility in terms of: a. Platform, Cooks, Data
Revenue Problem
The average order is 1.35 for paid users, which goes as high as 8. For which users need to make payments for each separately.
Current funnel
Let's understand the funnel
jg
Users Visited > Orders Placed
Order placed > Paid orders
Paid order > Fulfilled orders
Solutions Proposed
Honest Feedback from Satisfied Users
Increase Traffic On Platform
Idea is to increase the Top of the funnel.
Add To Cart Feature
Users can choose Multiple Account and pay at one go. They can have options to buy any account directly without adding to cart, both on list view & item page.
Better Search & Results
The idea is to land the users as soon as to the relevant cook
Pagination
Pagination allows APIs to handle large datasets without overwhelming system resources
Advanced Searches Filters
It should include- Gender of cook, Type of Cuisine- North Indian, South Indian , Continental, Thai. Veg/Non-Veg preference.
Sales & Conversion & USPs
Ratings of cooks- Verified badge-
No. of homes served- Valid for lifetime, even if cook's number is changed, Skill assessed cooks
Sales Journey
While payment- Users to be given option to select where they would like to receive a copy of details. Default selection to be WhatsApp.
No Questions Refund Policy
No question refund possible only Within 7 days of Transaction. And secondly one can only have 5 refunds in a day.
NPS For Collecting Reviews
Net Promoter Score (NPS) is a measure used to gauge customer loyalty, satisfaction, it can help in improving the service.
Refined CTAs
Along with Unlock number- CTA of "Add to cart" to be available on both item & List view.
Wire framing on Whimsical
After concluding all the solutions
Honest Feedback from Satisfied Users
Final High Fidelity screens
After concluding all the solutions
01
03
1
Select Service & Filter
Along with adding location filter, customer can add advanced filters
Gender of cook, Type of Cuisine- North Indian, South Indian , Continental, Thai. Veg/Non-Veg preference.
2
Add to Cart
Select the cook & add to cart
One can choose multiple cooks at a time and bulk unlock the contacts.
3
Refund & add Review
Refund if case of hassle. And drop a review to voice your thoughts.
Refund will only be possible Within 7 days of Transaction. And secondly one can only have 5 refunds in a day.
Personal Learnings 🏆
Learned to better sympathise with the users
Learned how funnel plays an important role in business
Gained wireframing ability
Collaborated with developers to understand development better