Triggered by McDelivery

Problems faced with McDelivery

• Tracking system is not intuitive
• Problems with default “No Shaker” for shaker fries
• Removal of Customize capabilities

Background

Although i always say i put McDelivery on my lowest of the priority list, i end up doing it anyway simply because of convenience and they still do have items that i enjoy eating.

However, there are still some things that triggers me during my experience purchasing from their website.

Tracking System is not intuitive

Understanding the issue

You have just placed an order , what do you expect will happen when you click “Track My Order”

The answer is:

This might make sense to some, however it does not make sense to me. Essentially they are asking for your Order Number in order to track your order.

Lets think about the situations why users would ever click that button.

1. User have ordered and want to track back their delivery
2. User’s friends have ordered and given them a Order Number for them to track.

The current solution fits both situations, however its a horrible design as it takes multiple steps and it assumes the user actually remembers the Order Number.

If we look at which is the most likely scenario. it would be 1, the situation which a user have ordered and wants to track their delivery.

Since 1 is the most likely scenario, why not customize to create a better experience for the user?

Solutions

1. Why not redirect them to the main page which allows users to track their order.
2. Replace the internal contents of the pop up with tracking information
3. Just display the tracking information for the last order on the home screen

Solution 1 : Straight to tracking order page

Solution 2: Display in pop up

Solution 3: Displaying in Homepage

Each of these methods have their merits.

I would personally go for the 3rd method as my main goal was to track if the order is on the way. This method does not require any effort for me when attempting to track.

However, the images you see above as solutions are not a complete solution. In reality there might be a low amount of users who order 2–3 orders and therefore might require more then just the last order to be placed on the main page. This is something that data is needed to validate if we should make space to include 2–3 orders instead of just the last order.

Let me know in the comments what you think of this issue.

Problems with default “No Shaker” for shaker fries

Understanding the issue

For many years of using McDelivery, i always enjoyed all the variation of shaker fries. When i order , i always verify that the shaker fries is in stock before i proceed.

Just last Friday, i nearly stopped ordering because i saw “No Shaker” as a default. With my recollection of past experience , this usually represents that it is out of stock , and therefore they cannot deliver.

However upon further inspection i realized that after pressing the “change” button it was still in stock.

Lets think about how “Default No Shaker” might affect McDelivery users

1. Users may think it is out of stock and stop ordering.
2. Users may call in and complain after receiving their order not realizing that they did not notice the “No Shaker”

Not giving the shaker fries packet could be a method of saving cost. However the potential pitfalls of it could affect the McDelivery experience. A user may not complain about it, however he/she just simply remembers the situation and does not return back as a customer.

Do you think you will stop ordering if you realize shaker fries is out of stock?

Do you think it is obvious that the shaker fries has stock?

Let me know in the comments

Removal of Customize capabilities

Understanding the issue

For a few years, i have been ordering variations of plain double quarter pounder.

Plain contains just the bun, beef patty and cheese

This is my most common order which never changes. The experience with customizing my order has always been an important one for quarter pounder. I would never order a quater pounder with pickles as i dislike the taste.

Just recently , i realized that McDelivery has removed the capability of customizing order.

As you can see from the screenshot, the customization capability has been removed.(i do not have a previous screenshot with customized)

Lets think about the users

1. Some users have allergy requirements.
2. Some users have dislike of certain ingredients.
3. Some users like to add additional ingredients

By removing the capability to customize the order, these users may not return. Data is required to understand how many percentage of users does this affect.

Although it is possible to place order remarks, it is also not intuitive compared to the customization process.

I do understand how customization of orders can be a hassle & problem to McDonald, I have placed many orders of “Plain Double Quater Pounder” out of which , 3 times had things which went wrong.

The first time was at the store nearby eastpoint mall. I ordered specifically a plain double quarter pounder to take home. I clearly remembered the manager replying to his staff through the intercom on what is “plain” , and the manager replied “Plain is just the patty and the cheese”, at that point of time , i didn’t think much of it. However when i got home, below was what i got.

Plain Double Quarter Pounder…. without buns.

The cheese was stuck to the box.

I decided not to bother complaining as i understand that McDelivery hires people of special needs and the cook might have taken the managers comments literally. However if this was other users, there would definitely be a complain.

The online version is much better as things are clearly stated for the cook. However in my second attempt which was done online the cook clearly ignored all instructions. This resulted in me spending another 15 minutes to call McDelivery Hotline to request a re-delivery.

The third failure attempt was in March, just 2 months ago. McDelivery stopped having Double Quarter pounder as an individual item , as such i customized “the original angus” as plain with a $2 extra patty. The order arrived and they were missing my extra patty. As a result , calling in again and requesting for a re-delivery

Imagine how much McDelivery spends on re-delivery due to mistaken customized orders. This might be a rational for McDelivery to stop allowing customized orders but unfortunately is also a reason for users not to order online as well.

If data proves that a good number of users customize their orders, McDelivery should rework on their service design to prevent errors instead.

Do you customize orders? is it important to you?

Let me know in the comments below