WHAT IS CHEFKART ? 👉
Multi cuisine Chefs at doorsteps- ChefKart
Chefkart is a platform that provides trained cooks for home. They aim to bridge the gap between delicious food and a healthy lifestyle while empowering our cooks.
One of their services is "Chef for Party". As the name suggests, it offers chef booking service for parties. The current version needed a complete revamp in terms of design, features & usability.
This project aims to fix all the problems and deliver a product that caters to the need of the customers.This was the part of my 6 months on-site Summer internship at ChefKart. This module is live on the Playstore App 📌
IMPACTS
Remarkable enhancement, in
Operational efficiency
Quantitive Results
Increased conversion rates by 30% within the 1st month of launching. Reduced post-booking inquiries and support tickets by 40%.
Qualitative Feedbacks
Users appreciated the ease of customizing their party requirements like types of cuisines & the transparency in payment.
Personal Reflection
This project allowed me to further develop my skills in user research, iterative design, and collaboration with senior designers & developers.
PROCESS
Double Diamond
The Double Diamond design process has been used for discovering the problem, defining the problem statement, developing and delivering the final product
INTRODUCTION
Scrutinizing the older version for
The project aimed to revamp Chefkart's party booking experience to streamline the process of hiring a chef for events, improving user flow in terms of customization & adddition of necessary features.
Lacks User offerings
Insufficient choices lead to user frustration, causing constant drop-offs.
On Call Query
Customisations happened solely via phone, which is inconvenient
Problem Idntification
Breaking down the problems
By articulating the challenges users face, this breakdown address each issue effectively, and helps in understanding the problems in depth.
Limited offerings/plans
The existing plans, "Homely" and "Grand," offer fixed selections with minimal variety, restricting users' choices and preferences.
Lack of Ingredient list
Users were left uninformed about the ingredients used by chefs, leading to concerns regarding dietary restrictions, ultimately undermining trust.
Lack of rescheduling visit
The absence of a rescheduling feature in the previous version forced users to navigate through cumbersome manual processes for changes.
Lack of cuisine preferences
Users are unable to select the number of people or specify their dietary preferences, leading to a generic and potentially unsatisfactory culinary experience.
No Time slots
While booking, Users were unable to specify the time, causing uncertainty.
Lack of Chef's details
Inability to access crucial details hindered users' ability to make decisions
Cumbersome process
Customisations over call adds inconvenience for users and the staffs.
User's Journey
Customer Journey Mapping
Customer Journey Map: Highlights Ritika's [ a 40 yrs old Sales Manager]
fluctuating emotions as she navigates the challenges and uncertainties of the old Chefkart booking process, underscoring the importance of addressing user needs and enhancing the overall experience.
Storyboarding Ritika's feelings & Decisions
Discovery
Ritika learns about Chefkart's party Chef booking service through an online advertisement for her upcoming dinner party.
Emotion: Earlier worried, she now feels excited about the prospect of hiring a chef for her upcoming dinner party, envisioning a stress-free and enjoyable event
Initiation
Excited about the convenience of hiring a chef for her event, She visits the Chefkart App and begins exploring the booking process.
Optimism: approaches the Chefkart app with optimism, expecting a seamless booking experience
Booking Process:
Ritika just finds 2 plans, she selects the "Homely" plan, assuming it will offer a suitable variety for his guests.
Late she realizes there is no option to specify the number of people attending or any dietary preferences, which leaves her confused
After selecting the plan, she notices there's no clear option to specify a non-vegetarian preference or any ingredient lists available to review.
Confusion: She experiences confusion when she realizes the lack of customization options and transparency in the booking process, but she remains a bit hopeful that she can adjust later.
Problem Encounter:
After paying the token amount, she waits for the support team to contact her.
Frustration: Ritika's frustration grows as she waits for the customer support, leading to uncertainty and anxiety about the event's. She is frustrated as the token amount was already paid and there were no refund/ cancellation policies.
Frustration Escalation:
Ritika tries to customize her menu over the phone, but the process is cumbersome and prone to miscommunication, further exacerbating her frustration.
Dissapointment: She realizes she hasn't been provided with chef's details or number for further contact.
Event Day:
Despite the challenges faced during the booking process, Ritika manages to host a event with the help of the assigned chef, but feels that the overall experience could have been better if every thing was handled through the app.
Resignation: Resigning herself to managing with the available options, accepting the limitations of the existing plan
Reflection:
After the event, Ritika reflects on his experience with Chefkart', recognizing the need for improvements in customization options, transparency, rescheduling chef's visit, adding instructions while booking and cumbersome customisation over phone.
Resignation: reflects on her emotional rollercoaster and lows of frustration and disappointment, prompting her to seek better solutions for future events.
Validating Our Assumptions
Validating Our Findings
We conducted structured interviews with target users to validate our initial findings and further understand how the users interacted with the feature, their struggles & challenges
Validating Our Assumptions
Interview Highlights
INTERVIEW ANSWERS
In-depth Insights
👨🦰
Dhanesh
Gurgaon, Sector 52
"No reschedule feature after you book the plan and pay the token amount. I ended up spending a lot of time coordinating with customer support to make the adjustment, which was quite inconvenient."
👱♂️
Kailash
Greater Kailash- 16
"Specifying my non-vegetarian preference was quite challenging. There was no clear option to indicate that I wanted non-vegetarian dishes, so I had to manually communicate this to the team over the phone. It would have been much easier if there was a simple checkbox or dropdown menu to indicate my preference."
👩
Kiran
Ardee City- Gurgaon
"Categorisation should be made in terms of Main course, desserts, appetizers, sides etc. Or there can be a list of dishes which will be easy to choose from."
👩🏻🦰
Manisha
Noida, Sector 12
"Only 2 plans are there with limited options. There should be a feature to add desired dishes or to select from a list. Had to call again and again to confirm the dishes. Didn't have smooth experience."
👱♀️
Surbhi
Sainik Farms
"On-call customization was quite cumbersome. I had to spend a lot of time explaining my preferences to the chef over the phone, which was time-consuming and prone to errors. It would have been much more convenient if I could simply select my preferences online and have them reflected in my order."
👨🦰
Gunjan
Sushant Lok
"Yes, I would have appreciated features such as the ability to select a specific time slot for the chef's visit and an ingredient list for menu transparency."
🧑🏻🦰
Shantanu
Green Park
"How will one know the ingredients? This was a challenge. One can not ask about each recipe over call. They can have a feature to add number of people. I wish to explore more."
🧓
Vinay
MG Road
"To improve the booking experience, I would suggest adding more robust customization options to the platform, including the ability to specify dietary preferences, select from a wider range of menu options, and indicate non-vegetarian preferences more easily. Additionally, providing ingredient lists for each dish would greatly enhance transparency and help users make more informed choices."
👨🦰
Ajay
Noida Sector-62
"I found it challenging to reschedule chef visits or make adjustments to my booking, which was inconvenient." There can be a in- app feature for this.
INTERVIEW INSIGHTS
New enchanced integrations
Mapping each requirements based on the interviews and users insights gathered and implementing them for the improved version.
1st- Add Preferences
& Pay Token Amount
Choose Your Service
Select Chef for Party from Our Services
Now Add Your Preferences
Select visit date - visit time- no. of people- Additional services: Bartender/ waiter. Once selected token amount has to be paid.
2nd Step- Select Dishes
& Pay Final Amount
Variety Of Dishes
There are 3 categories- Appetisers, Main Dish and Dessert. After selecting one category - Customer get to see the list of cuisine for that category
Veg/Non-Veg option, Ingredient lists
Customer gets toggle beween Veg & Non Veg. After selecting cuisine they can see the ingredient list. And can edit if they want. Now they have to pay initial amt.
3rd- Booking Confirmed
Chef Assigned 🥳
Chef is Assigned
Customer are notified once the chef is assigned. They get details of chef such as phone number to further contact.
Customer can Reschedule the Visit too
Once the chef is assigned, customer can reschedule the visit in case of any emergency. They can also see the cancellation policy.
WHILE DESIGNING
Team Discussion
App After Developement
Glimpse ✦ Behind The Scenes
