challenge
Helping a Texas-based, fast-growing delivery service to craft a new experience and implement a long-term mobile strategy
How Joi Delivers Evolved Beyond Traditional Delivery
Joi Delivers was an innovative online courier and delivery service that went beyond traditional food delivery. It connected users with a network of drivers who could deliver almost anything: from groceries and spirits to returns and errands both to and from the customer. The company quickly found a strong market fit by providing convenience beyond standard delivery options.
However, as Joi Delivers gained traction, it faced several scaling challenges. The initial web-based ordering system and call center approach, while sufficient in the early days, soon became limitations. To maintain its rapid growth, Joi Delivers needed a scalable way to streamline customer communications, improve service convenience, and enhance the overall customer experience. Additionally, the company was founded during the COVID era, when consumer adoption of digital-first services skyrocketed. With this aggressive adoption, the company needed to capitalize on this opportunity by expanding its digital presence.
Key challenges surfaced as Joi Delivers scaled:
- The reliance on web and voicechannels created friction in the userexperience, limiting engagementand retention.
- Customers lacked a streamlined, mobile-first way to place, track, and manage orders conveniently.
- Scaling up operations meant improving service efficiency, reducing misunderstandings, and enhancing communication between drivers and users.
- Drivers, the backbone of the service, required better tools to manage tasks, communicate with customers, and optimize their workload efficiently.
- The existing experience did not fully showcase the range of services Joi Delivers provided, limiting customer awareness of the platform’s full potential.
solution
We crafted a seamless mobile app experience to help Joi Delivers scale, ensuring better engagement, higher retention, and improved operational efficiency.
Through in-depth research and analysis, we identified quick wins that aligned with user needs while balancing time-to-market considerations.
Implemented Features:
- A streamlined mobile app for placing, tracking, and managing deliveries
- Communication tools that allow customers and drivers to interact directly, reducing order misunderstandings
- Location-based recommendations and a structured catalog of services to increase engagement and awareness
Backlogged for Future Roadmap:
- Splitting bills for shared deliveries
- Multi-step errands for more complex tasks
- A loyalty program to boost customer retention and engagement
With a broad array of services available, our primary UX challenge was structuring the mobile app in a way that made all options clear without overwhelming the user. We focused on unification, ensuring an intuitive order placement experience while making it easy for customers to discover and engage with additional services. This approach not only improved usability but also strengthened brand perception by making Joi Delivers feel like an all-encompassing, convenient solution.
IMpact
The new mobile application will significantly improve customer engagement and retention, making Joi Delivers an even more essential part of users' daily routines. The streamlined experience fostered trust and convenience, encouraging customers to use the service more frequently and for a broader range of tasks.
- Enhanced brand perception, making it easier to attract new customers and convert first-time users into regulars.
- Increased order volume for drivers, improving their earning potential and reducing churn by providing a more efficient, enjoyable experience.
- Improved customer-driver communication, leading to fewer order misunderstandings and a smoother overall service experience.
- Strengthened Joi Delivers’ position as a market leader by offering an experience that extends far beyond standard food delivery.
With this mobile-first transformation, JoiDelivers was equipped to scale its services efficiently, ensuring continued success in the competitive delivery industry.
