Original SkipTheDishes order tracker (2015)
- For our new order tracker, a priority was to keep customers aware of their order status at all times. We planned to do this by showing their courier’s location in real-time and being transparent with messaging to customers.
- We also wanted to provide more information to customers about who was handling each part of the order by adding a confirmation dialogue when the order was placed and a courier was assigned to it.
We ultimately settled on the sidebar approach as we felt that removing too many informational elements might be confusing to customers and require too many clicks on their part to get the information they needed in a timely manner.
With the concept and direction of the order tracker defined, I began focusing on the look and feel. We wanted the new order tracker to stand out from the crowd of other delivery services with a fresh, modern interface, and also to add some fun to the order process by animating the journey of the courier as they picked up the customer’s meal and drove to their location.
Updated order tracker (2016)
- 1 We communicated all order updates to the customer with clear, transparent language from the time the order was placed to the time it arrived at the customer's location.
- 2 To ensure we were receiving accurate data from customer reviews, we listed the responsibilities of the restaurant.
- 3 In an effort to create a more personal experience, we listed the courier name, as well as their history with Skip. This gave customers the peace of mind in knowing a little about the person handling their delivery.
- 4 Complementary to the above messaging, we provided customers with an itinerary for them to better understand how far away from receiving their order they were.
Our updated tracker was well-received by customers. In particular, they told us they enjoyed watching their courier drive along the route to their location and knowing exactly how long it would be before they arrived. Because of this, we saw a noticeable decline in order status related support tickets.
Looking at the updated mobile apps, we developed many possible versions, referring to both Apple and Google’s app specifications. While we wanted to ensure that the new Skip apps felt as close to native as possible, we also wanted to have the Skip voice shine through. In the end, we retained a familiar look and feel to the recently updated Skip website and order tracker.
The team then worked alongside our engineers to ensure pixel perfect results at a breakneck pace to meet the release date. We met all requirements and addressed existing issues in the updated versions of both the existing Android and iOS apps.
The results were well received by our customers based on the reviews and feedback submitted to the iOS App Store and Google Play Store. Following updates to the tracker, marketing site, and mobile apps, Skip was purchased by Just Eat in 2016.