NA78VO
5 items • ₹675
12 mins ago
Select an order to verify
6 mins ago
CUY4VD
4 items • ₹675
New order
UI12Y4
5 items • ₹675
online since 12:30 PM
2
12:30
Preparing
18
Ready
18
Building an item scanning system for Dunzo merchants
a service design project to reduce wrong / low quality items being sent out by store owners (merchants)
🎮
service design
The problem
A lot of physical world implications affect how the end user experiences dunzo
When a customer receives wrong/low quality item, i.e. an order with defects, Dunzo has to compensate the user and Dunzo loses money
Moreover, this makes the customers lose trust in the service
Possible solutions tried
But even then, order defects did not reduce properly.
Merchants were still shipping low quality / wrong items.
👍🏾
Teaching about good practices
💰
Collect fine from merchants for each mistake
Solution
We decided to build a scanner app to verify all the items before they were shipped by the merchant.
This will ensure our participation and will automate the process
Our aim
📉
Reduce item quality issues
⏰
Operational efficiency
What can we do by stepping in?
😏
Solve for intentional defects in orders
🤖
Rely less on manual checks in stores
👌🏾
Maintain quality from Dunzo’s end.
👀
Gather data and know who is at fault
The journey of an order
Customer places an order
Store receives the order and packs it
Delivery partner picks the order
Customer receives the order
This is the part which we need to zoom into
Constraints
This is an early experiment to validate our hypothesis.
We are not building a full fledged merchant app right now.
Some merchants might have to scan twice, once with the app, and once for bill generation.
How will verification work?
Verify barcoded items by scanning
Items are appoved instantly.
eg : Lays, oreos, diet coke etc.
Verify non-barcoded items by clicking photos
Photos are uploaded and approved by Dunzo’s support staff.
eg : fruits, vegetables etc.
Points to consider
🏢
Environment they work in
🤓
Make use of what they already know
Design goals
The app needs to be fast.
Should require less input from user
Should require minimal training
Should reduce context switching
Team & roles at a store
Picker 1
Their job is to focus on new orders and quickly pickup up items for the same
Their job is to pickup up items for orders and also stock up the inventory
They check the items once the pickers drops them, verify them via the dashboard and bills them. Sometimes, they also act as pickers during high demand hours
we were just looking at the major stores and the dunzo owned warehouses initially
Picker 2 & inventory clerk
Biller
Who should be verifying the items?
Should it be the picker? NO!!
Pros :
Cons :
🛒
They pick up the items anyways
🤳🏾
No proper place to keep the item and scan
👋🏾
One hand is occupied with item basket
😬
High cognitive load already
📱
Carry a mobile with them
Should it be the biller? YES!!
Pros :
Cons :
😌
Less cognitive load
🤳🏾
Already used to scanning items
😁
Seated at a fixed place
💻
Well aware with Dunzo’s dashboard and process
😬
Might get intimidating with delivery partners around
One more thing.
We realised that it’s difficult for the biller currently to check the items manually.
The laptop might be placed at different locations,.
Moreover, it’s tough to constantly change context and check each item.
This will again be solved by the scanner app.
Product screens
Login
merchants enter their user id and password
Order list
select an order to verify
NA78VO
5 items • ₹675
12 mins ago
Select an order to verify
6 mins ago
CUY4VD
4 items • ₹675
New order
UI12Y4
5 items • ₹675
online since 12:30 PM
2
12:30
Preparing
18
Ready
18
Order details
view status of verification
12:30
Preparing
NA78V0
8 items • ₹148
Verify items to ship your order
Sweet Potato - Organically Grown
500 g • ₹28
₹28
2
Coriander leaves fresh
250 g • ₹22
₹44
Lemons riped
250 g • ₹16
₹14.4
Coca-Cola Coke Zero Soft Drink - No Sugar
22.5 g • ₹10
₹38
2
Lays Maxx - Sizzling Barbeque
22.5 g • ₹10
₹10
Sub total
₹398
Packaging charges
₹20
GST
₹0
Offer discount
- ₹8
Total Bill
₹418
Call Partner
Print Receipt
Exit from verification
Cancel Order
Verify Items
12 mins ago
Verify Items
12:30
Preparing
NA78V0
8 items • ₹148
Verify items to ship your order
Sweet Potato - Organically Grown
500 g • ₹28
₹28
2
Coriander leaves fresh
250 g • ₹22
₹44
Lemons riped
250 g • ₹16
₹14.4
Coca-Cola Coke Zero Soft Drink - No Sugar
22.5 g • ₹10
₹38
2
Lays Maxx - Sizzling Barbeque
22.5 g • ₹10
₹10
Sub total
₹398
Packaging charges
₹20
GST
₹0
Offer discount
- ₹8
Total Bill
₹418
Call Partner
Print Receipt
Exit from verification
Cancel Order
Verify Items
12 mins ago
Verify Items
non barcoded items are placed above barcoded items
🤳🏾
click photo
⬆️
photo is uploaded
✅
approved by dunzo staff
this process takes a few seconds
12:30
Preparing
NA78V0
8 items • ₹148
Verify items to ship your order
Sweet Potato - Organically Grown
500 g • ₹28
₹28
2
Coriander leaves fresh
250 g • ₹22
₹44
Lemons riped
250 g • ₹16
₹14.4
Coca-Cola Coke Zero Soft Drink - No Sugar
22.5 g • ₹10
₹38
2
Lays Maxx - Sizzling Barbeque
22.5 g • ₹10
₹10
Sub total
₹398
Packaging charges
₹20
GST
₹0
Offer discount
- ₹8
Total Bill
₹418
Call Partner
Print Receipt
Exit from verification
Cancel Order
Verify Items
12 mins ago
Verify Items
Barcoded items are verified instantly and thus, they are placed at the end.
Clicking a photo for non-barcoded item
Sweet potato organically Grown
500 g
Item 1/5
clear
Take a photo
Submit photo
Retake photo
Sweet potato organically Grown
500 g
Item 1/5
Take a photo
clear
Submit photo
Retake photo
Non-barcoded
item verification
click a photo of the item
Sweet potato organically Grown
500 g
Item 1/5
Take a photo
clear
Submit photo
Retake photo
clear
item to verify
camera view
exit verification
what action to take
help
Small details that matter
Scanning a barcoded item
Scan Item Barcode
clear
Place the barcode here
Item 1/5
Verified
Lays Maxx - Sizzling Barbeque
22.5 g
Item 5/5
2
Coca Cola Diet Coke Soft Drink - No Sugar
180 mL
Item 4/5
2
Scanning a barcoded item
Barcoded
item verification
scan the item barcode
item to verify
exit verification
helping module
also shows instructions if
merchant is unable to scan
what action to take
help
Move closer to the barcode
Make sure there’s enough light
Scan Item Barcode
clear
Place the barcode here
Item 1/5
Verified
Lays Maxx - Sizzling Barbeque
22.5 g
Item 5/5
2
Coca Cola Diet Coke Soft Drink - No Sugar
180 mL
Item 4/5
2
Scan Item Barcode
clear
Place the barcode here
Item 1/5
Wrong item scanned
Lays Maxx - Sizzling Barbeque
22.5 g
Item 5/5
2
Coca Cola Diet Coke Soft Drink - No Sugar
180 mL
Item 4/5
2
but we can’t expect the merchant
to pay attention to success/failed state
amidst the chaos in a store
Feedback is important!
How do we demand less attention from the merchant
and make the process more intuitive?
Looking beyond the screen
Real barcode scanners use sound to denote success/fail state
Although this is a great solution, but there are tradeoffs when it comes to mobile devices.
🔊
Will have to rely on phone’s speaker quality
🔇
Fails if media volume is low
🗣
Fails if there is noise in the store
Providing an immersive experience
📳
Using the phone’s vibration
Longer and double vibration if the scanned product is wrong or something fails
One small vibration if the scanned product is correct
Flash, camera, ACTION!
When flash on a phone turns on, it takes more time to click a photo
we added an Always ON 🔦 state so that the photo capturing / scanning time improves
Solution?
Flash off
Automatic
Always ON
CURATED WITH LOVE
Impact
Order defects reduced
by 30% across all stores
Overall order time
remain unchanged in 15/20 stores
