Digital Product Delivery System – Learning Launch

Challenge

I am from Bangladesh, a country from South Asia. The country is still not that much developed in  technological aspect. Here people physically visit shops to buy necessary commodities. Me and 2 of my  friends took this problem as an opportunity and thought of innovating a way to solve this problem and  make peoples life much more comfortable. We wanted to digitalize this supply chain process so that  people can order necessary commodities from their home without going to the shop. We wanted to  introduce an app through which customers will be able to order products from different shops near their  home location and the ordered products will be delivered to their home within a span of time by the shop  delivery boy. So that it becomes more convenient for the customers.

Selection

As we had already gone through some of the design thinking tools and we were ready to test it in a  small-scale, we choose to apply the learning launch tool. As it is the tool for testing the idea and  prototype in a small group of customer.

Application

In the process of applying the learning launch tool, firstly we selected a small area to test the delivery  method in small-scale. So we introduced the app for a small group of people in that area and also made  necessary communications with the small shop owners in that area. We gave the small shop owners an  app as well so that they can receive and keep track of the order request placed by the customers and take  necessary steps to deliver the ordered products. We were continuously taking feedback from both the  customers and shop owners using the app feedback section. We also visited some of the customers’ house  and shops physically to collect feedbacks. The surveys included questions about our new, proposed  process, understanding the process, if they faced any problems and the feelings of the change in  traditional system. People were very much interested in using the new digital shopping platform. We  conducted the pilot for two-weeks.

Insight

By applying the learning launch tool, we were able to identify how our prototype was performing and how  customers were taking it. Though most of the people were liking the new digitalized method, some of  them were facing problem. Actual results of the test were slightly different from what we expected. From  the feedbacks that we collected, we found out that a number of small shop owners were not technically  educated enough to use the app properly to accept customers’ orders. As a result a number of orders  were cancelled after being waiting for the shop owners to accept. Which created dissatisfaction among  some of the customers. We also got to know from some of the shop owners’ feedback that the user  interface and user experience of the app was a bit complicated for them to use. So we needed to review  the model for future launch.

Approach

After collecting important insights from the prototype testing phase, we came to a decision that we  need to review and incorporate the insights in the future launching design. We could have found these  insights because of applying the learning launch tool. According to the feedback received, we took the  following two steps in our future launch:

1. We arranged sessions for teaching the shop owners how to use the app to accept customer orders.

2. We changed the user interface of our app and made it simple so that the shop owners can navigate  through it easily.

