Enhanced service design
Context
Tusker Village Transport was scaling quickly both in geography and in orders. Standard operating process that were created 12 months ago were not scaling well as the order volumes nearly doubled. This was causing inefficiencies in the fulfilment process and poor quality of data with the end result that the customer experience was deteriorating
Goal
- Update tech to enable new SOPs that improve productivity of the fulfilment process and improve data quality so that the customer experience improves
Action
- Did a time-and-motion study of each step of the fulfilment process to identify inefficiencies that can be eliminated by using technology. Discussed the outcome with the people in different levels of the operations team
- Key insights were to move away from tracking each package to tracking the manifest (as our key customers were increasingly sending 30+ boxes), automating some of the tasks, increasing the implicit trust, and providing revised flows for high volume tasks
- Worked the ops team to find solutions to the identified bottlenecks using prototypes
- Presented the findings and solutions to the CXOs, operations and engineering team. Incorporated feedback and created detailed PRDs and high definition wireframes
- Participated in sprints as product owner and conducted review sessions for delivery of quality code
Outcomes
- 50% more efficiency in certain tasks
- 80% improvement in data quality
- 15% more timely door-pickups and 20% more timely deliveries to recipients