Note: This is not associated with Grubhub.
I love food and I love food delivery. However, once in a while food delivery fails and the process to get your money back becomes a nightmare. Sometimes, you're stuck spending many minutes waiting for a response from customer service to reply.
I wanted to challenge myself to redesign the Grubhub refund experience within a week by using human centered design. My solution is to pre-bundle questions for the user to answer while waiting for a customer service representative. These bundle of questions allows the representative and customer to communicate fluidly with less frustration.
People need their money refunded efficently. How can customer service be made easier?
Grubhub is the leading online food delivery service with over 85,000 takeout restaurants in over 1,600 U.S. cities and London. They act as the middle man for your delivery's refund.
I looked into all the other major food delivery competitors and how they refund orders to their customers in a timely fashion. Some competitors include UberEATS, Doordash, and Postmates.
There were a couple questions I wanted to investigate including:
Unfortunately, I'm unable to observe delivery mistakes in action but I ended up interviewing 10 of my New York City co-workers ages 24-35 about their delivery food experience. If they did not have a problem with their delivery service, I asked about general customer service experiences online.
Key insights from interviews included:
I also found a website called sitejabber that allows customers to report complaints about their customer service experience. The website for Grubhub's customer reports can be found here. While these might not be the most accurate, these are opinions from people who were passionate enough to express their opinion about Grubhub's customer experience.
As of September 10, there are 1,382 reviews and 1,232 reviews with 1 stars. I only read the most recent 25 reviews within the last two months for recent reviews.
Key insights from sitejabber included:
Current Workflow + Painpoints
These are some of the sketches I brainstormed of.
Key Takeaways and Learnings
Next Steps for future iterations