Grubhub DeliveryHub

Objective

Provide diners a realtime feedback loop for the status of their order and the whereabouts of their delivery.

Before DeliveryHub, when an order left a restaurant the only way to find out its location was to call the delivery driver. This resulted in a high volume of calls to GrubHub customer care, restaurants, and delivery drivers. Through research, we found that being interrupted by phone calls was one of the largest points of friction for restaurant owners.

DeliveryHub was designed as a solution to this inefficient feedback loop. The app passively updates the order status based on location, so GrubHub can update diners without bothering restaurants or drivers. The app also gives the driver tools to map order addresses, quickly text diners an update, and marks orders delivered.

DeliveryHub and OrderHub work hand-in-hand to provide diners with real-time updates on their orders. This greatly reduces the anxiety that comes with not knowing exactly where your food is and when it will arrive. Since implementing both tools, customer service calls and concessions have decreased.

I partnered with another product designer to define and design the user flows within the DeliveryHub.

Registering a Device

Use case: A delivery driver needs to be able to register a DeliveryHub device.

1. Receive a text message invitation to download DeliveryHub and join.
2. Enter the device phone number.
3. When entered, tap “Next.”
4. Enter 4 digit PIN from the text message.
5. When entered, tap “Register Device.”

Delivery Flow

Use case: A delivery driver needs to unobtrusively be able to view orders and update order status.

1. A badge shows the number of orders waiting.
2. View orders ready for delivery.
3. Functions are available to interact with the order.
4. View order details.
5. View order address on a map.
6. Change the status of an order.
7. View orders currently out for delivery.
8. Communicate with diners.
9. Send a pre-populated text message.
10. Confirm the message was sent.
11. Manually mark an order as delivered.
12. View orders that have been delivered.

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