nemlig.com

At nemlig.com I make product design and new features for web and our two apps, prototype for user tests, help develop and maintain a design system and also contribute to the corporate identity.

Order ETA

The cheaper time slots with long intervals tend to make customers call customer service, since they are only sent one text message with an ETA on the day of delivery.

Solution

Inspired by the Live Activities functionality in iOS could we use something like this to keep customers continuously updated? Do we have the data on the route to do so? It turns out we do have all the data needed and that it's possible. Also on Android. I then designed the feature so that it could work for those with live activities on the lock screen turned on and so that it could be displayed in the app on the home screen as well. I also wanted the feature to be engaging and fun to watch so I made a progress bar with a small delivery truck.

Result

Virtually no more calls for customer service regarding ETA of orders for mobile users.

Rate your delivery

We want happy customers so it's crucial to know what they think about our service. What is the best way to get that information from the customers and when?

Solution

A good time for that is when the customer's order has just been delivered. The product owner and I made a concept which I then made as a prototype. When an order has been delivered the customer is asked to rate the delivery. If the delivery was good the customer is encouraged to rate the experience on Trustpilot. If the delivery was OK or bad the customer can choose from a set of categories before being asked about the experience. It's also possible to choose to get a call from customer service. If products are missing or not okay the customer can choose to get a refund to their account or credit card.

Result

This is still a working concept so far but the hypothesis is that most customers will use this rather than call customer service unless something has gone seriously wrong. A next step could also involve a true self-crediting feature.

New basket and sold-out products

The basket needed a fresh modern look. On top of that customers were complaining when they occasionally would get a message on checkout about sold-out products and having to go back and find replacements manually. Who could remember the sold-out products? It was a really bad experience, since customers tend to have an open basket over several days where they add products continuiously. Some products may sell out during that time.

Solution

Technically, an already implemented product algorithm for related products was possible to use to suggest alternative products on checkout. I then made a design with a modal so that the customer can scroll through a list of sold-out products and a way to either accept the alternatives suggested by the algorithm or choose one of up to four alternatives themselves. The prototype was tested by some of our most frequent customers and the feedback was very positive. The updated design for the basket featured a prominent element in the top to nudge customers to pick a time slot so that they always get the right prices and a simplified layout of the basket for an easy scan of added items, prices etc.

Result

To begin with the algorithm would suggest to replace a banana with an avocado. But it quickly got it right and the functionality has eliminated most complaints. The remaining complaints are mostly about product avalability.

Improvements to various cards. Category entries for easier page navigation and better conversion. New recipe cards with future proofing so that there's room for tags and ratings as well as the ability for the editor to choose a spot version without buying functionality.