I went straight to the tracking screen and talked about ETA accuracy, which felt safe but probably too obvious.
Start by clarifying the scope: focus on the post-order experience from order placement to delivery and post-delivery. Then, map the user journey, identify pain points, and prioritize improvements based on impact and feasibility. Finally, propose specific solutions and metrics to measure success.
Pro tip: Anchor your answer in DoorDash's three-sided marketplace (customers, dashers, merchants) and show how your improvements benefit all sides, not just the customer. Also, tie your suggestions to DoorDash's core value props: speed, reliability, and selection.
Confirm that the focus is on the post-order experience (after order is placed) and that the goal is to improve customer satisfaction, retention, and operational efficiency.
Break down the experience into stages: order confirmation, preparation, dasher assignment, pickup, delivery, and post-delivery. Identify key moments of truth and pain points at each stage.
Use data (e.g., customer support tickets, ratings, drop-off rates) to pinpoint the biggest issues. Prioritize based on impact on customer experience and business metrics, and feasibility.
Brainstorm improvements for top pain points, considering all stakeholders. For example, real-time order tracking, proactive communication, dasher incentives, or merchant tools.
Outline how you would measure success (e.g., CSAT, on-time delivery rate, order frequency) and suggest a phased rollout or A/B test to validate improvements.
AI-generated suggestions, not part of the candidate's original notes. May be inaccurate — verify before relying on them.