DESIGNED BY RUTUJA
As I mentioned, I used to work in restaurant for sometime. There are 2 main UX problems I noticed - 1. When an item runs out in the store, we are meant to remove it from the online delivery platforms as well. Since once you change it's availability on the shop monitor it automatically becomes unavailable on JustEat. But when it comes to UberEats you have to take it off individually from multiple deals. 2. Just in case, if the order comes on UberEats and you realised no-one has removed that item from the tablet, you are meant to inform the customer notifying it's unavailability and if they would like something else in exchange. But when you mark that item is sold out/unavailable under the 'Manage order' settings, you are supposed to wait for 10 mins for customer's update. Now the funny thing is, if the customer doesn't check their app/phone within those 10 mins and make a decision the order automatically gets canceled. We had many customers calling to complain us thinking that we canceled it not every time they have the patience to understand when we try to explain the problem. These 2 are serious UX problem in this service design that I believe need to be fixed.
Implement a centralized system or software that allows you to manage item availability across all delivery platforms simultaneously. This way, when an item runs out in the store, marking it as unavailable in the system will automatically update its availability on all online delivery platforms, including JustEat and UberEats. This streamlines the process and ensures consistency across platforms.
Enhance the communication process with customers when an item becomes unavailable. Instead of relying solely on the 10-minute wait period, provide a real-time notification to the customer via the delivery app, informing them about the unavailability of the item they ordered. Offer alternative options or substitutes they can choose from immediately. This proactive approach eliminates confusion and allows customers to make a prompt decision without the risk of their order being automatically canceled.
When an item becomes unavailable, ensure that the messaging on the tablet or the app clearly communicates the reason for unavailability. Use concise and informative language to explain that the item is sold out and provide instructions for the customer on how to proceed. Avoid generic or ambiguous messages that may lead to misunderstandings or frustration.
Improve the customer support process to handle situations where an item becomes unavailable. Train the support staff to handle inquiries and complaints related to unavailability professionally and empathetically. Provide them with the necessary tools and information to effectively assist customers, resolve their concerns, and provide suitable alternatives or refunds if necessary.
Continuously gather feedback from customers, restaurant staff, and delivery partners regarding their experience with the online delivery platforms. Regularly analyze this feedback to identify recurring issues or pain points related to item availability and communication. Use this feedback to make iterative improvements to the service design, such as refining the user interface, updating notification systems, and optimizing the management of item availability across platforms.