Gainsight/CustomerNotes/Doordash/Doordash.md

# DoorDash

## 11/14/2022

### Notes from Travis Meeting

* Jonathan Coath, Dan R, Shawn master
* Main goal is to brainstorm.
* As DD goes into Annual Planning, they try to document the entire dasher flow as a one-source-of-truth document.
* Need to perform the same excercise here.
* They will show us the entire flow and then go screen by screen, analyzing each portion.
*Structure of signup flow*
* App submit:
  * Give their name & password plus info
  * Choose vehicle transport
  * Confirm ID
  * Background check
  * Final step: active and can dash, they consume education
* Open to any feedback, even if a "page is weird" or has strange formatting.
* Dasher.doordash.com/en-us is the landing page to get them to dash.
* Any education resources along the app submit process?
* DoorDash's philosophy: people are task oriented, so they just have to get through the first stage.
* Beyond that, they want to drive urgency and excitement.
* In the signup flow, they get more questions from certain people and the vehicle they choose.
* Motor Vehicle has a lot more questions and background checks.
* The approval process in DD app is fairly instantaneous
* There are some cases where people have to wait for 24-48 hours for manual review
* Manual approval rate is pretty high
* That wait screen just shows an FAQ link, why not send them to a group of resources/courses?

#### **The Background Check Flow has the biggest room for opportunity**

* The Application Processing Screen is a backend check for SSN validity, etc. Usually quick, under 30 seconds
* May take 5 minutes in some cases.
* BCC flow has *much* lower follow through numbers - 50-70%.
* Their goal is "first seven day hours"
* "They" don't like the mess up the flow.
* Jonathan's team is adding some ? in the screens for people to look for help and resources
* There is then the "excitement" screen, and at this people, a dasher is good to start dashing.
* Then comes the Bank Account addition step for them to add how they want to get paid.
* One thing they are considering is encouraging users to download the app earlier and do the signup process within the app.
* First education content is "Increase Customer Rating to Earn More" screen.

There's another section that they feel like they haven't nailed which is the first dash experience and education portal.
Where are the "Start Dash" and "Accept an Order" pages built? Natively in DoorDash.
Northpass could be the infrastructure and replace what was built by the team.
Quick, bite-sized video content is by far the most successful.
Potentially, Northpass analytics will be more accurate than their inhouse built stuff.

What Travis isn't seeing from the demo is a more emotional "here's how you're feeling, and here's how we can help."
It's very task-oriented, not person oriented. They need to inject some learning that is more oriented towards the dasher's anxiety and feelings about their first dash.

## 4/30/2024

New education module for dashers within packaging and parcels
Tips and Tricks
Impetus? Dashers are used to just a few items. With Parcels could be 5-10 packages and the Dasher will be in the car for 4-8 hours.
Different product features that aren't as intuitive and required extra coaching.
Wait lists to be on queue to get this "coveted" delivery type.
If something goes wrong with these deliveries, they are much higher risk. Losing a package is a big deal.
Successful delivery is a much bigger deal.
Coveted because payout is higher. Approx payout is on screen, could be in the 100s.
Beneficial for dashers who want to know what they are doing for the day - you're booked for 4 hours.
Influx of new dashers that don't have much context for DD in general.

Launch Dates? --> Yesterday!

The conversation is happening now because they outlined a new project for launching a ton of markets very soon. Not a lot of time to prep for the launches. They want to include all this content for each launch.

May 21st is the first market launch.

They will either launch with only new markets, or send a retroactive to existing markets.

Mostly Linda will be in the platform adding content. Iterative approach to content creation.

Asked about other gig companies that are using CE.