DoorDash, 2023
Easier rescheduling to reduce cancellations
Discovery, Design, User Testing, Support Through Implementation
Working across three teams, I designed a way for grocery customers to reschedule a delivery without canceling and rebuilding the whole order.
The problem.
DoorDash's delivery picker lived in a horizontal carousel, so people had to swipe to find their options and scheduled or express delivery often stayed hidden. I redesigned it to show every option at a glance, no swiping. From there I ran a series of grocery-specific iterations, tuning things around how people actually shop for groceries: longer time horizons, different expectations, a lot less urgency than ordering dinner.
The twist.
Adding a new delivery time surfaced a surprise: cancellations spiked. The product team traced a big chunk of it to confusing order-tracking messaging, people just weren't sure when their order would show up. So I designed checkout moments to set that expectation up front. Fixing it properly meant reaching past my own surface, so I partnered across core consumer, new verticals, and post-checkout to ship a reschedule flow across the whole app, and we validated it with a 3-treatment A/B test.
Impact
Scheduled delivery engagement up +4% (relative)
Express delivery engagement up +13% (relative)
No negative impact on conversion
Shipped a reschedule flow across the whole consumer app through cross-team collaboration