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About Zepto
Zepto is 10 min grocery delivery mobile application
About Vahan
Helping hiring blue collar jobs for vendors like Zomato, Big Basket, Zepto etc
The Problem (An Opportunity)
To add value in mitra app for zepto riders
Did you understand anything in above Zepto rate card?
The Zepto rate card is overly complex, making it difficult for delivery riders to understand. This leads to confusion and frustration as riders are unable to calculate their weekly payout. Additionally, the payout structure changes frequently, adding to the confusion and complexity of the rate card.
Have a look at this excel sheet, how it's gets calculated at each stage.
User Persona
Pupun Nayak
Zepto Delivery Rider, Hyderabad
Pupun Nayak is an experienced delivery rider who lives with a few roommates. He often helps them onboard as delivery riders for various companies. However, he finds it challenging to understand and explain the complex rate card to new riders who want to join Zepto.
Problems he explained:
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The rate card is difficult to understand.
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Calculating per order becomes payment gets difficult.
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We have to ask the store manager to explain.
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The rate card is only available at the store.
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New riders often ask us to explain the pay-out structure.
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Whenever a new pay-out structure is introduced, we have to recalculate it again.
Prasad Ji
Zepto Delivery Rider, Delhi
Prasad ji is a family-oriented individual residing in Delhi. With several years of experience as a delivery rider, he recently joined Zepto. However, he encountered a similar issue with the rate card. When approached, he highlighted the following points:
Problems he explained:
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It is complex.
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Only way to understand is store manager, but sometime even store manager doesn’t help us to understand.
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We share it via WhatsApp even it gets changed.
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Have to wait for pay-out to be credited to understand structure.
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Rate card is not fixed changes frequently.
User Research
Key Findings
It is always confusing to understand
Zepto Rate Card.
We have to ask store manager
every time for calculation.
The per order pay is difficult
to calculate.
The rate card gets changed
frequently, usually once every month.
We're unable to calculate our payout
& have to wait until it gets credited.
Rate card is only available in paper
print format.
Framing Problems
How we can simplify the rate card?
How we can make them calculate weekly payout?
How to help riders understand the rate card without any assistance?
How we can add value in Mitra app?
The Design
In this design, we tackled the initial stage by simplifying the rate card in a more detailed manner. This allows for clear visibility of the pay value at each stage. Additionally, we provided two entry points for accessing the rate card, one from the home screen and another from the menu screen.
Rate card anatomy
The Calculator.
To address riders' need to calculate their income based on the number of rides completed, I introduced a calculator feature. Its key benefit is simplicity: riders only need to enter the number of rides/orders, and the calculator instantly displays the corresponding payout amount. Moreover, the calculator is designed to accommodate any future changes in values by Zepto, ensuring its ongoing usefulness.
Calculator anatomy
Problem
The problem at hand was to simplify the complexity and make the calculation process easier for the riders.
Solution
To address the challenge of riders facing difficulty in calculating the rate card, we have developed a solution. We introduced a calculator feature that simplifies the process by requiring only one input: the number of orders. Using this calculator, riders can instantly visualize their payouts as we dynamically update the values based on the input provided. This allows for a more intuitive and effortless calculation experience for the riders.
The Prototype
To gather feedback from riders, we created a prototype encompassing the entire flow and introduced the feature to six different riders who were actively working with various vendors.
User Testing Feedback
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Riders asked to make calculator for other vendors as well.​
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It is so easy to calculate our payouts now.
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Riders asked permission to take screenshot of Rate Card and Calculator to as it was very simple to understand.
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Overall user testing result was 9 out 10.
Thank You!
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