Zomato Order Tracker

Introduction

Zomato is India's largest food delivery platform, with millions of users ordering food every day. As a Senior Product Designer, I was tasked with Redesigning the order tracker from scratch.

Problem

Based on analysis of support chats and internal tracking matrices we identified 2 user problems we wanted to solve with this redesign

• 👉 Reducing user anxiety about the status of their order.
• 👉 Help users build trust in the system.

Additionally we wanted to make the order tracker scalabe to support new product offerings such as Grocery delivery, and Medicine Delivery.

Solutions

Approach 1

This approach focused on simplicity and communicating the order status with elegant conversational copy and color association.

Approach 2

This approach focused on complete transperency and showed a detailed tracker accesible through progressive disclosure.

Outcome

We did a A/B test for the both approahches vs the old tracker over a period of a months accross our standard segments.The matrices we were comparing them against were Orders requiring support(ORS) and order cancellation.

Approach 1 was a clear winner for us. with an improvement of 27% less Orders requiring support and 16% less cancellations

On the other hand Approach 2 was performing worse than the old tracker with an uptake of 4% on the ORS

As of now Approach 1 is currently Live and is now the new order tracker for Zomato.

Scalability

We designed both the approaches to be scalable. The entire system is build using components, autolayout and variants with 1:1 mapping to code, here are a few examples.