H-E-B DELIVERY DRIVER map
Our engineers created a driver map feature, so that customers can track their grocery delivery driver’s route, and be better prepared for arrivals. Having and delivery ETA is crucial in the grocery/prepared foods space since many customers are worried about the possibility of their perishables sitting out on their doorstep, especially in the hot Texas sun.
For this project, we audited and improved the current experience. Additionally, we found that this iteration was successful in a round of user testing. Customers appreciated the driver tracker feature, the friendly design components, and the improved transparency around their grocery delivery.
Entry point SMS
What’s going on?
The customer receives SMS with a link that opens up to track the fleet driver. (Customer has already received their order confirmation text, shown at the top of the thread.)
Design thinking:
Our delivery drivers put so much care into these original messages. We wanted to keep the friendly, personable spirit, but also condense and “templatize” them to provide customers with a consistent and easy-to-skim message.
We found other points in the journey to communicate some of the information in the before message. For example, we moved the contactless delivery details closer to the checkout experience, and we surface the delivery survey via email, after the delivery has been completed.
ETA SCREEN IN APP
What’s going on?
SMS link opens up ETA screen in the app where the customer can see who is delivering their order, where they are currently located, and when they’ll arrive at the delivery destination. If the customer zooms or pans, the blue location icon will appear and give them the option to re-center the map.
Design thinking:
The previous ETA state had very little info. We wanted to provide the user with more context, so we chose a card-based approach. The customer is able to zoom and pan on the map, and if they do so, a blue location icon will appear so that they can quickly re-center the map.
Additionally, we loved the concept of including the delivery driver’s H-E-B badge to provide that personal touch. #SpecialSauce
Delivered card in app with photo
What’s going on?
Once the order is delivered, the in-app card switches form the map screen to the delivery confirmation screen. The order status changes and there should be a photo of the order on the customer’s doorstep. If no photo is available, or if a functional error for photo occurs, then use this static illustration in the photo’s place.
The customer will also receive a text confirming the delivery with the same photo in the text thread.
Design thinking:
In the redesigned Order Delivered experience, we include a picture snapped by the driver. This provides a visual confirmation, and offers more closure than the previous iteration. Many of the customers in user testing requested this feature because they felt it gives them peace of mind, not just that their order arrived at the right door, but also of the state in which the order arrived.