Describing the Product

Swiggy is an Indian food ordering and delivery platform and is operational in more than 580 Indian cities. Founded in 2014, it’s headquartered in Bangalore and also provides on-demand grocery deliveries under “Swiggy Instamart”. Swiggy is very widely used and rivals the homegrown startup, Zomato.

Swiggy offers delivery services from a wide range of restaurants and food establishments to the customers' doorsteps. Swiggy's delivery services are designed to provide a more convenient and efficient way for customers to order food from their favorite local restaurants and have it delivered to their desired location. 

Defining the Problem

Problem Statement

Swiggy is facing the challenge of measuring and improving the effectiveness of its delivery services. It aims to ensure a seamless and satisfying experience by leveraging technology, an extensive restaurant network, and a dedicated team of delivery executives. A brief user journey can be described as: 

a.) Ordering Process:

• Customers can access Swiggy through the website or mobile app. 
• They can browse through a variety of restaurants, view menus, and select dishes they wish to order. 
• Once the order is placed, customers can specify their delivery address, preferred delivery time, and any special instructions or customization requests. 
• Swiggy's platform also provides customer reviews and ratings for restaurants, helping users make informed decisions while placing their orders.

b.) Restaurant and Partner Integration:

• Swiggy partners     with a wide network of restaurants and food establishments, enabling     customers to access a diverse range of cuisines and dining options.
• They work     closely with these partner restaurants to ensure a seamless integration of     their menus, pricing, and availability on the platform.
• Swiggy's     delivery partners, known as "Swiggy delivery executives,"     collaborate with the restaurants to pick up the orders and deliver them to     the customers.

c.) Order Fulfillment and delivery:

• Swiggy's     platform optimizes the allocation and routing of orders to the most     suitable delivery executive based on factors such as proximity, order     size, and estimated delivery time.
• Once a delivery executive accepts an order, they pick up the food from the respective restaurant and initiate the delivery process.
• Swiggy's platform provides real-time tracking and updates, allowing customers to monitor the progress of their orders and estimated delivery time.
• Delivery executives strive to deliver the food to the customer's specified location within the expected timeframe, ensuring a smooth and efficient delivery experience.

d.) Customer Support and Feedback:

• Swiggy's platform optimizes the allocation and routing of orders to the most suitable delivery executive based on factors such as proximity, order size, and estimated delivery time.
• Once a delivery executive accepts an order, they pick up the food from the respective restaurant and initiate the delivery process.
• Swiggy's platform provides real-time tracking and updates, allowing customers to monitor the progress of their orders and estimated delivery time.
• Delivery     executives strive to deliver the food to the customer's specified location     within the expected timeframe, ensuring a smooth and efficient delivery     experience.

Clarifying Questions

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1. Metrics/Goals to be Achieved:
   • Are there any metrics/KPIs that are used to track the success of the delivery system?
   • Are there any specific aspects we aim to improve in the delivery services? 
   • Are there any specific geographical or logistical challenges that need to be addressed?
   • Have any pilot programs or experiments been conducted?
   • Are there any budgetary or resource constraints that need to be considered?
2. Current Usage and Pain Points:
   • What are the primary customer expectations of the delivery services?
   • Have you conducted user research and gathered feedback from the customers regarding the delivery services?
   • What are the main pain points or challenges users or delivery partners face with the delivery services?
   • How is the current order fulfillment process?

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Pain Points and Solutions

Prioritize the Solutions Adopting Prioritising Methods according to factors such as feasibility and ease of usage

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Prioritisation Method: MoSCoW Method

It stands for Must have, Should have, Could have, and Won’t have. This method helps product managers and teams focus on what’s truly essential, while also considering what can be deferred or omitted. By categorizing features into these four groups, teams can effectively manage their workload, focusing on delivering the highest value in the shortest time, while also setting clear expectations about what will not be included in the current scope of work.

Metrics to be Gauged