Problem Solving Case — Swiggy

Problem: Plays tore rating has dropped from 4.5 to 3.8 stars in the last 2 weeks to analyzing this below factors can be impactful.

Internal Factors (Technology & Operation) 

1. Latest Update (Change in UI/UX).
2. Technology (Application Slow down, Frequently Payment failure, Difficult user journey for new users such as registration & Old users after update).
3. Operations (Cost & services).

External Factors

1. Poor services.
2. Sudden Cost change in services (Other food delivery app providing better deals). 
3. Better alternatives (In terms for services and options)

Assumptions from Above factors.

1. Technology Update: Latest update in android app which totally changes the old UI/UX.
2. Better alternatives: Zomato, Uber Eats is provide better discount for a smiler restaurant.

Hypothesis from Above Assumptions

1. Due to sudden change in UI/UX client is facing a lots of issue to perform basic users journey (Such as food order).
2. Having a better application who is providing same food on less price as compare to Swiggy.

Root cause based on hypothesis

1. The root cause of the problem is latest update which is launched Solution: Rollback the new updates to older version.
2. Other competitors providing better discount & deals for same restaurant. Solution: Work on deals and discount for recurring customers.
3. For negative ratings. Solution: Reach to customers, understand the pain areas, identify the problems and work on same.