DMart Ready is a leading Indian grocery delivery app in the next-day delivery category but was looking to explore how it could compete in the same-day delivery "quick commerce" category more deeply, improve usability across the experience and create a more 'contemporary' feel.

In line with the client's business goals, we worked as a team of 4 designers to comprehensively explore users' trust in the service, ease of use and points of satisfaction in the user experience. Heuristic analysis and flow-by-flow competitive studies of competing quick commerce apps helped build a design library containing all the different approaches and opportunities for improvement in each aspect of the app. Interviews and task-based think-aloud contextual inquiries with about 40 users then revealed a variety of user behaviours/profiles and highlighted points in the user experience where trust, ease and delight were produced and hindered. We then synthesised the emerging insights into user journeys and designed a variety of prototypes to solve each problem, which we then tested with about 25 more users to validate hypotheses and iterate on the design ideas. Finally, we prioritised the core areas of improvement by quantifying each solution in terms of its potential to improve target business metrics of conversion, retention and user satisfaction as revealed by our testing insights, which we then compiled and shared with the client.