Scheduling and subscription

feature on zomato

Case Study Nived Devadas

TASK
A lot of people depend on food delivery services for their meals. During an open ended
research it was revealed that a lot of regular users feel that while there are a lot of options
for them to order from, they don't tend to have time on their hands when they actually
want to order food.
1 UNDERSTANDING THE PROBLEM

Intense work / Crisis

period
Should have
planned!!!

Has time and free, but Extremely hungry, after the

don't need food now crisis period but has to wait
till the food order arrives

SOLUTION
 EMPATHISE DEFINE IDEATE PROTOTYPE TEST

Empathise
To understand more about the issue in task, i had to
understand the problem and the behaviours of
various users on the food delivering applications
mainly apps like swiggy & zomato.

Before selecting one platform from swiggy and

zomato i had to collectively understand the common
user mental model and behaviour regarding the
food delivery apps and what they think about the
scheduling feature.

To empathise with the users i used some basic and

fundamental methods like user survey and some
direct telephonic interviews
Define Affinity mapping

After getting lot of experiences, user behaviours

and inputs from the process, now i had to analyse
all the collected data.

The quick user survey for a sample size of 26-30 in

the age froup 20-25 , revealed a lot of data and
insights. To analyze it i had to do the affinity
mapping
Empathy Mapping
 User Stories
1
Ravi is a sales person at a firm and he its hard for him to find time for himself
and often misses lunches and self-time. Because all the time that he has free
is very less, and even that time is utilised by ordering food or waiting for food
at queues. Ravi has to attend a lot of important meeting which are before
the lunch time. With the schedule feature Ravi could schedule his food
before the meeting, so that once the meeting gets over he has access to the
food quickly.
Storyboarding
Komal is 2nd year college student who lives in hostel. Komal is a foodie
person and often finds it hard to compromise with food at any cost. She
always prefers quality food.
Unfortunately her hostel meal cannot satisfy her. Specially the meals on
Tuesday and Friday , she hates it a lot and often order food at the dinner
time. But with the subscribe and schedule feature she could already set her
meal for Tuesday and Friday before hand.
3

Imran and Ajay are two heavy sport-persons. They always has a busy schedule of practise. Their daily commute is also very hectic,
and after daylong practise their mobiles also has less battery life and by the time they reach home they become completely
frustrated and tired.
So with the help of this feature they could schedule the order .
User persona - 1
User persona - 2
Ideation
IA
Hi-Fi
Prototyping
Schedule In the View cart section, this

Feature
schedule feature in
incorporated in the delivery
time bar on the top of the
overlay sheet.

Since that area is the basic

mental model of the user to
view the delivery time, the
CHANGE button is placed in
front of it intimidate user to
show theat this option is
editable
Clicking on the CHANGE
button will expand the
delivery time bar to show
the option to select date
and time for the scehduled
delivery.

Below it contains the button

to subscribe this schedule
and food whicih comes
under a Zomato PRO
feature.
 The schedlued delivry time and a blue notification
showing the type of delivery will start showing
bwloe the delivery time bar at the top.

The user will have to CONFIRM the scheduled date

and time by pressing the confirm button in the
expanded bar to continuw the order. Till then the
place order button is greyed out incase the user Once the order is placed the user still have the
misses it. option to Reschedule the order till the order reaches
the preparation stage by the restaurant. The live
tracking will start once the order starts preparing.
Subscription
Feature
The subscription feature is a Zomato PRO
feature.The crown symbol indicates the same. The
subscribe feature open up a new overlay on top of
the cart view sheet. It contains the existing order
that has been already selected in the cart before
by the user. In the subscription page the user has
to set a subscription plan and number of deliveries.

The subscrption features acts on weekly pace.

The user can select the number of days he/she

wants the food for the week and after that select
the number of weeks it has to be repeated.

The subscription starts with the order the user

places for now, which accoounts for the first order
in the subscription

The user can also cancel the subscription plan buy

merely clicking on the deliver once button
 Rescheduling
the order

On clicking the RESCHEDULE button, a pop up

screen appears with the same interaction as
before to set the date and time for order.
The subscription plan can be seen the item section
with the cost of the subscription

The user still have the option to review the

subscription or remove the subscription plan from
the cart before proceeding.