User interviews
Discovery leading
User testing
User Experience Design
Accessibility
The problem
Due to costs associated with barges delivery to remote islands in Australia is highly expensive. Delivery Unlimited is a subscription service that offers free delivery on orders over $75 or more and promises delivery to anywhere in Australia.
When combining the two, it leads to an unintended loophole that makes customers on these islands be able to discount orders that would usually be $200-300 in delivery costs to $0.
→
Costs in delivering to remote locations
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Limited discovery time
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Unknowns in user behaviour and delivery process
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Aging and vulnerable customer demographic
Discovery & Research:
Desktop Research Findings
Through discovery meetings & data analysis I uncovered the following:
• A confirmed list of the impacted islands
• That users were generally lower socioeconomic status and older in demographic
• A majority of deliveries were completed with a mobile device
• User ordered generally once a fortnight on average due to barge scheduling
• Islands that recieve delivery via plane were unable to use the exploit
The Solution
Emails
Changes to existing user flows
New content
Impacts
Recommendations:
Add a fee to orders from these locations instead of removing access to Delivery Unlimited entirely.
Inform current customers of the changes in policy via the checkout area and email.
Inform new customers signing up from these regions of the regional delivery fee if possible via them having a previous online delivery with Woolworths.
91%
Customer retention
Projected remote delivery costs resolved