Since the pandemic of COVID-19 began, people have stayed at home and relied much on takeaway. However, due to high exposure to the virus, takeaway riders become the potential vectors for virus transmission. The concern prevents people from obtaining their food in a timely manner, which leads to the bankruptcy of business and loss of jobs of people. If we could restart 2020, or if we have to face the situation again in the future, what we could do to help those people and business.
Promote the takeaway delivery system from three aspects: building a transparent online platform, providing contactless delivery services, and offering health tracking notification.
In order to better understand customers’ concerns about ordering food during the pandemic, I conducted research covering different roles of the takeaway ordering process.
The information collected from the domestic and foreign news media demonstrates the conflict between the requirement of takeaway and the concern of COVID-19. Authoritative organizations state that by maintaining social distance, takeaway services will not easily cause the spread of the epidemic.
1. The requirements of takeaway during the epidemic increased significantly.
2. Consumers are worried about ordering takeaway food, especially when they hear news that some riders have been infected.
3. Maintaining the social distance of at least 6 feet (2meters) is important to protect all the key roles of the takeaway services.
4. Restaurants are looking for contactless ways to improve service.
To better understand the problems caused by COVID-19, I conducted a series of interviews, interviewed with 8 people (2 owners of restaurants, 2 riders and 4 customers), and field research to observe the environment. I organized the information with Journey Map and recorded the main changes due to COVID-19.
Restaurants are trying to boost the customers' confidence in ordering takeaway and dining in
Drivers are prohibited from entering the restaurant. When they arrive, the restaurant staff will test their body temperature
Restaurant staff put all the takeaways in an isolated table
s riders are not allowed to deliver the meal to the door, they need to put all takeaway in a temporary service room. As a result, customers and riders all crowded together
Riders sometimes are late due to the sudden and dynamic lockdowns of residential areas and roads
Customers are pleased and surprised with the attached card which records the names and the body temperature of the cook and rider
I used the Affinity Map to reorganize all the information about the different participants. Combining with the result of user research, I came up with three insights, which precisely indicates the three-phase of the whole process:
Transparency of information is the foundation of trust, which determines the decision making of customers.
Maintaining social distance throughout the whole process can well protect all roles.
Constantly and timely updated information eliminates unnecessary concerns from customers.
I transformed the research insights into more design-related topics and started the draft of the design.
HMW=How might we
1. HMW offer transparent information to help the customer make decisions?
2. HMW better maintain social distance between different roles to protect them?
3. HMW inform the customers of the updated information?
I invited some of the interviewees and conducted simple online brainstorm to find the solution to the design questions.
Then I merged some of the ideas to create a mature solution. Each storyboard develops with the “must-should-could” principles.
In order to evaluate the value of all the ideas, I first defined the VOA of the project. Then scored different schemes from 1~5 and calculated through the weight of VOA, and storyboard C is the best solution.
Based on the previous analysis, I finally published the proposal C as the solution.
Expose the health information of key roles to the customers on the platform
Use robot delivery as intermediate transportation between rider and customer
Track the health of key workers after service and inform the customers once they are infected
The customer wants to order a takeaway. She views the health information of the restaurant staff and feels confident to make the decision
The platform assigns riders and displays riders’ health information before customers submit orders to reassure customers
The rider watches the map and learns the lockdown area of the epidemic and finds the best route to the customer‘s address
The rider arrives at the takeaway robot station and shows the QR code to the robot. The robot receives the takeaway from the rider
The robot runs to the door. The customer receives the notification, opens the door, and receives the takeaway by displaying a QR code
The rider gets sick and is diagnosed with COVID-19. The platform immediately informs customers of the situation
I developed the idea into a detailed design. Through the information architecture, draft, wireframes and final user interface, I conducted an online platform to enable customers to order takeaway at ease. It involves three keywords: transparency, timely, contactless.
Next-generation experience of ordering takeaway during the pandemic.
The number of available restaurants, the green shelter icon on the home page, and the health information of the restaurant staff make customers confident about the restaurant.
The delivery preference page offers two delivery modes for the customers. The “Rider & Robot” mode boosts the confidence of customers about maintaining social distance with the rider.
Compared with the health card after receiving the takeaway, the new proposal informs the customer of the information ahead of paying for the meal.
Customers could track the progress of the order as well as the health information of the workers.
Customers could use a QR code to receive the takeaway from the delivery robot.
In the next few days, if the rider is diagnosed with COVID-19, the customer will be notified about the situation.
Some other important scenarios related to the COVID-19.
Some restaurants might offer dine-in service. Customers could reserve on the platform and learn the table settings on the page. The platform can get access to the HEALTH CODE of the customer to finish the reservation.
The search page offers the latest local information on COVID-19 for customers.
The rider terminal's navigation displays the updated lockdown area and directs the rider to the best route.
Is it necessary to create a new takeaway online platform for the post-pandemic era？
NOT NECESSARY. The application could be merged into other mature platforms such as Uber Eats, and that is why the visualization of the app is similar to Uber Eats.
As a concept project, I just finished the GUI. I need to conduct the usability test to testify the functions and user experience.
Delivery robot is a mature product. The next step of the project is to construct the robot delivery system, resolving the problem like how to connect the rider.