We carried out industry benchmarking by researching top food delivery mobile applications to understand the value proposition of various similar products available in Kuwait and globally, their interaction flows, and feature offerings. This allowed us to tailor our customer-facing app to meet users' expectations from all over the world.

The top competitors were:

The information collected from the initial documents received from the client was condensed and consolidated into 4 personas/user groups.

End Users (App)

End users will use the app to order meals and have it delivered to their doorsteps.

RAHA SALAH

JOB

Managing Director

AGE

25

STATUS

Single

OCCUPATION

Managing Director

LOCATION

Kuwait

Background

Raha is a managing director and has a very busy schedule. She works from 9 to 6, often staying after-hours at the office or bringing work home with her.Since she’s busy most of the time, she doesn’t have the time to prepare her meals, and she gets home tired and hungry.
Raha is looking for an app where she would get food delivered to her location without having to worry about the ordering process.

GOALS

• To order food as quick as possible
• Have quality food options, the healthier the better
• Have a good warm meal

FRUSTRATION

• Not having the time to cook, or think about what meals to prepare
• Delivery going to the wrong address
• Food not arriving on time

Delivery Drivers (App)

Delivery drivers will use the app to receive orders and make the delivery to the location provided by end user.

Abdulaziz Amir

JOB

Managing Director

AGE

34

STATUS

Married

OCCUPATION

Delivery Driver

LOCATION

Kuwait

Background

Abdulaziz is a delivery driver. He has been working in this field for over two years and has gained extensive experience in delivering packages and various items to customers across the city.

Abdulaziz is a friendly and personable individual who enjoys meeting new people and delivering high-quality service. He is always willing to go the extra mile to ensure that his deliveries are made on time and to the satisfaction of his customers.

GOALS

• To be close to delivery hubs, centers or outlets which are close to their homes, so that they do not waste time commuting.
• Easily receive orders with precise location.
• Ensure timely delivery of food orders
• To augment family earnings for greater financial security.
• Maintain good relationships with customers and restaurant partners

FRUSTRATION

• Not receiving notifications for new orders or updates on existing orders in a timely manner, which can lead to confusion and delays in delivering food orders.
• The maps provided by the app can be inaccurate or outdated, which can make it difficult for Abdulaziz to find the correct delivery location, leading to delays in delivering the food order.
• Experiencing technical difficulties with the app, such as issues with the GPS or scanner, which can impact his ability to manage his deliveries efficiently.
• Lack of Customer Support

After the personas, we focused on the sitemaps to understand the users’ journeys on the platforms, and to have a clear picture to be on the same page with everyone, including the clients and the dev team.