48 lines
2.9 KiB
Markdown
48 lines
2.9 KiB
Markdown
|
## 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.
|