Lieferando: Reimagining Food Delivery UX
Enhancing the order tracking experience for one of Europe's leading food delivery platforms.
In collaboration with Lieferando, we focused on the “Post-Order Anxiety” phase — the time between placing an order and its arrival. Research showed this window was the primary driver of user frustration and support contacts.
Our objective was to create a more transparent, engaging, and accessible tracking experience that keeps users informed without adding cognitive load.
Order Experience Features
Transforming wait time into a clear, trustworthy service journey.
Real-Time Courier Tracking
Live GPS updates on an interactive map with smooth animations for a precise sense of time and place.
Precision ETA Engine
A data model ingesting traffic and restaurant prep data to reduce estimation error by 40%.
Low-Friction Courier Chat
A streamlined chat interface that replaces intrusive phone calls with contextual, in-app messaging.
Proactive Status Cues
Notifications that fire at meaningful milestones, keeping users informed without inducing fatigue.
The Journey to Launch
A 12-week service design exploration into post-order transparency.
Discovery & Research
Analyzed 500+ support tickets to identify "Post-Order Anxiety" as the primary user pain point.
Competitive Analysis
Benchmarked global apps to identify gaps in real-time transparency and communication patterns.
Ideation Sprint
Ran a 2-day design sprint generating 40+ concepts, refined into 3 high-fidelity Figma prototypes.
Usability Testing
Tested with 20 participants over two rounds to refine map readability and notification frequency.
Technical Handoff
Delivered a detailed design system with interaction guides and edge case documentation.
Launch & Metrics
A/B tested against the baseline over 6 weeks, monitoring CSAT and support volume.
Transparency as Trust
"Anxiety stems from the unknown. By providing real-time data at every milestone, we transformed the wait time from a frustration into a feature."
Mobile Design Elements
Layering clarity and accessibility for users on the move.
Micro-Animation System
Subtle map and progress cues that signal live data status without visual noise.
Contextual Cues
Status updates triggered by actual service milestones, reducing irrelevant notification noise.
Accessible Contrast
Status colors audited for WCAG AA in all lighting conditions and battery-saver modes.
Project Outcomes
Clear evidence of improved service efficiency and user delight.
Frequently Asked Questions
Expert insights into service design for high-scale platforms.