Define Feature:

‍Postmates is a food and goods delivery service that connects customers with local couriers who deliver orders from restaurants, stores, or other businesses to the customers' doorstep.

Goal of Feature:

The primary goal of Postmates, like many food and goods delivery services, is to provide convenient, on-demand access to a wide range of products and services for its customers. It’s objectives include: convenience, timely delivery and user-friendly experience.

User Journey:

Download and Sign Up → Browse and Select → Place the Order → Payment→ Order Confirmation → Courier Assignment→ Order Preparation→Delivery→ Communication→ Delivery Confirmation→ Rating and Feedback→ Account Management→Repeat Orders

Metrics:

1. Customer Satisfaction and Ratings: High customer satisfaction, as indicated by positive ratings and reviews, is a strong indicator of success. Satisfied customers are more likely to become repeat users and recommend the service to others.
2. Order Volume: The total number of orders placed on the platform is a fundamental metric. An increase in order volume usually signifies growing demand for the service.
3. Revenue and Gross Merchandise Volume (GMV): Revenue generated from delivery fees and commissions from partner merchants is a crucial financial metric. GMV represents the total value of products and services ordered through the platform.
4. Market Share: Postmates' market share within the delivery industry is important, especially in competitive markets. Gaining or maintaining market share can indicate success.
5. User Retention and Acquisition: The ability to retain existing users and acquire new ones is essential. A high retention rate, along with a growing user base, is a positive sign.
6. Average Order Value: Monitoring the average value of each order can reveal customer spending patterns and opportunities for upselling.
7. Courier Satisfaction and Availability: The happiness and availability of the courier network are vital for smooth operations. High courier satisfaction rates can lead to better service quality.
8. Delivery Time and Reliability: Timely deliveries are critical to customer satisfaction. Monitoring delivery time and reliability can help gauge operational efficiency.
9. Profitability and Margins: Assessing profitability, taking into account operating costs and margins, is essential to ensure the service's sustainability.
10. Operational Efficiency: Efficiency metrics, such as the time it takes to complete a delivery or the number of deliveries per courier, can help optimize operations.
11. Partner Merchant Growth: The growth of partner restaurant and store relationships can signify the service's appeal to businesses.
12. Brand Awareness and Trust: Metrics related to brand awareness, customer trust, and app downloads can indicate success in building a strong brand.
13. Customer Support Metrics: Monitoring customer support response times, issue resolution rates, and feedback can help maintain a high level of customer service.