Enhancing User Satisfaction on Uber Eats

Requirements Clarification & Assessment

1. Understanding User Needs:

   • Key Stakeholder Interviews: Conduct interviews with users, delivery partners, and restaurant partners to gather qualitative insights into the current experience.
   • Analyze User Feedback: Review existing customer feedback and complaints to identify common pain points and areas of dissatisfaction.

2. Defining Success Metrics:

   • Customer Satisfaction Score (CSAT): A primary metric to gauge overall satisfaction.
   • Net Promoter Score (NPS): Measures the likelihood of users recommending the service to others.
   • Churn Rate: The percentage of users discontinuing the service over a period.

3. Technical and Operational Constraints:

   • Data Availability: Ensure access to relevant data sources for analysis, including delivery times, order accuracy, and customer feedback.
   • Resource Allocation: Evaluate available resources, including technology, manpower, and budget, to implement changes.

4. Regulatory and Compliance Considerations:

   • Data Privacy: Ensure compliance with local data protection regulations when handling customer data.
   • Food Safety Regulations: Adhere to local food safety standards when implementing changes in delivery processes.