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There has been a sudden spike in partial order deliveries by Zomato. How would you solve it?

  • Related to Problem Solving
  • For Platform PM
  Uber
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Answers (1)

  • Sudden spike could be because of following reasons:

    • Restaurant partners

      • Some changes in catalog that restaurant partners are not aware of (Awareness)

      • Not enough stock of one particular item/few items due to walk-in unexpected demand (Stock issue)

      • Not enough stock of one particular item/few items due to online unexpected demand (Stock issues)

      • Some changes in the restaurant staff that caused spike (local bandhs/external issues where there’s more mind space by partners rather than items)

      • Some unexpected factors like no power/machinery not working etc. in the restaurant

    • Delivery partners

      • Theft by some type of delivery partners who onboarded recently

      • Packaging of the product is not right which is causing damage/spillage of specific kind of items (not an sudden spike causer, so ruling out)

      • New DEs onboarded into the system and are unaware how to pick items and are missing out on a few items in a hurry

      • Some feature release on DE app not showing all items to be picked up

    • Customers

      • Theft by some specific set of customers who onboarded recently on the app

      • Wrong assumption that item is not delivered (not spike reason, ruling out)

      • Wrong expectations from customers about items due to some catalog changes

To further deep-dive, I will bucket these issues into metrics pareto I will look into to narrow down the reasons

 

Restaurant partners traffic (Stock issue)

Will check for region skew and restaurant skew to validate

Delivery partner behavioral issues

Will check for DE pareto to validate

Customer wrong complaints (theft)

Will check for CX pareto to validate

Catalog changes

Will chekc for item pareto to validate

 

Assuming it’s because of peak restaurant traffic, I would solve it through following:

 

  • Restaurant partners

    • By creating awareness of complaints increase

    • By nudging on app only in case of high order volumes, to specifically give input that they have packed all items

    • By retrieving money from restaurants in case of refunds to customers

  • Zomato

    • Would stop taking order froma particular restuarant if demand is very high and if there are high complaints

    • Would order/prioritize other restaurants over hgih demand restuarant

    • Will make certain items unavailable on the app (after confirmation from restaurant partner)

    • Will modify the offerings of an item on app depending on stock availability