If you are reading this, you know the experience of ordering food from Swiggy. But, now and then, one Swiggy order will bring out all your unresolved traumas if your stars aren’t aligned properly. And it goes like this…
hmmm… too lazy to cook something. let me check Swiggy!
OMG. This restaurant now has 60% offer? Not gonna miss this today!
(Adds two dishes) Let me get that dessert too.
(Orders successfully)
(two minutes later)
WTH, why is my order yet to be accepted?
(anxiousness increases…aaand order gets accepted 5 mins later)
WHAT IS HAPPENNNINGGGG….?
Why no delivery partner is assigned? What’s the issue at restaurant? Is it peak hour? I didn’t get SUPER for this! Let me chat with support. ahh.. ETA now more delayed? Why…..? What’s going on with these delivery apps?
The ‘Thurstonnnnnn…..’ rage!
(Delivery partner gets suddenly assigned and he/she picks up the order)
Haa. Finally!
Wait.. why are you going that way? My house is here. Ayoo. Should I call the partner? Oh wait, what if he gets into some accident if he talks in phone with me and drives?
(map updates suddenly and delivery partner is right near home)
Where’s my mask? Where’s my mask?
Thanks. 5-star rating? oh yes, definitely!
Eats.
Thinks about ordering more dessert.
Forgets 5-star rating.
(Feels guilty when another delivery agent asks for rating in the next order.)
For a person, who gets anxious easily, this is probably how every Swiggy order feels like!
But what if such a person stumbles on Dunzo?
I am ‘the’ such person, I am the one who is always glued to order tracking page and gives directions to delivery agents telepathically! I exist, We exist!
And here’s where Dunzo is more intriguing to me than Swiggy or any other delivery-based brand.
From the moment I installed Dunzo, I could notice a relaxed, anxious-free ordering and delivery experience.
Dunzo’s magic works best post payment success. Suddenly you are treated with more empathy, and it feels like there’s a human sitting out there and typing those little communication cues for me.
In Dunzo, I feel seen!
I love the way it gives me a pseudo-connection with the delivery partner through its UX.
Credits: Dunzo Blog
Only in Dunzo I keep the phone away after ordering(food or any other item) and stay relaxed. It’s as if I know my order is on the way and I don’t need to be constantly updated about its status. There are no emotional spikes in Dunzo, whereas Swiggy is filled with unintentional(Are they intentional, Swiggy?) emotional ups and downs. (Interestingly, Swiggy’s Instamart seems to have taken some learnings from Dunzo.)
This ‘humanized’ product communication and UX-cues actually make me perceive Swiggy and Dunzo’s delivery agents in different ‘emotional’ spectrums. It’s almost as if Dunzo’s partners are chilled and not in a rush, vice versa. I know this is not the case, but I am just reflecting on how Dunzo makes me feel that way.
As a product person, my personal goal is to add emotion as much as possible to anything I work on and deliver a ‘humanized’ experience than features.
If you are into news products, you can empathize easily with me here because, ‘brand’ is super important for publishers. People associate news with certain brands and ‘journalism’ with certain brands. People know and PEOPLE TRUST certain media brands more than others.
As a news product person in a reputed publishing house, I’ve taken learnings from Dunzo as a product to give a humanized experience to my users for my company’s ‘brand’.
If anyone from Dunzo reads this,
I kind of ‘get’ how you people are doing this, but I want to get a ‘behind the scenes’ view.
I KNOW YOU DON’T OPEN ALL YOUR NEWSLETTER SUBSCRIPTIONS.
