Understanding what couriers need from support
Couriers often deliver for more than one app, and a delivery app wanted to know how its support worked for them. We interviewed couriers across three markets about real moments when they needed help.
- Client
- Delivery app company
- Industry
- Consumer services
- Markets
- Three markets
- Kind of work
- Consumer understanding
- Our role
- Depth interviews with couriers about support, across three markets, against other apps
The question
Couriers often deliver for more than one app, and how each one supports them is part of how they choose where to work.
The company wanted to understand how couriers use its support, what they expect from it and how it compares, so it could decide what to improve.
Our approach
We talked to couriers one at a time, at length, about real moments when they needed help, because support is remembered through specific incidents.
We recruited new couriers, who meet support while they learn the job, alongside experienced ones, and many who also deliver for other apps, so the comparison came from people who make it every day.
Interviews ran in each market’s own languages, with a pilot first to get the translations right.
What the team came away with
A topline soon after fieldwork, then a debrief on support from the courier’s side: what good support looks like to them, the part each channel should play, recommendations and what to measure next.
Who we heard from
Couriers who deliver for the app, new and experienced, many of them also working for other apps
Related work
View consumer understanding case studies- What we do
- Strategic research
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