How Wabi improved their delivery times by 11% and gained the trust of its consumers using Amplitude
Product: Amplitude Growth
Use Case: Tiempos de entrega
Industry: Delivery
Region: Latinoamérica
Wabi is a food and drink delivery app with presence in Latin America that brings consumers their favorite products quickly and easily.
-11% of orders delivered outside the time estimated by the app.
+3% retention in users who received the order at the estimated time compared to those who received them with delays.
By analyzing event segmentation charts, they were able to identify that a group of stores did not meet the delivery times that the app estimated for the user.
Thanks to Amplitude, within a month Wabi was able to take action on these insights and drive immediate change in performance.
When Wabi incorporated darkstores into their app, they discovered something curious about consumers: very often they were not at home to receive the order. As a result of this, they began to investigate what was the cause and discovered that what was happening is that previously, when they only had neighborhood stores, they did not comply with the delivery periods that the app estimated for the user, so consumers were used to not receiving orders at the time indicated.
When a user places an order, Wabi generates an estimated delivery time that can be 15, 30, 45 or 60 minutes. Using segmentation charts, they found that a large percentage of neighborhood stores that were not delivering orders on time were from Mexico and compared actual delivery events with estimated delivery events to calculate the average number of orders that were late.
From this segmentation, they created a cohort with the top stores that delivered with delays and analyzed why they were not being able to comply.
The Product team then put together a dashboard to share with the Operations team so that from there they could monitor the problem and assess it.
The first step to resolve the delays was to contact the top stores and interview them to find out what the problem was, and although it was not a problem with the app, Wabi was able to identify them, educate them with good practices and generate a procedure to reduce delivery times through warnings and penalties.
A short time after making this diagnosis and taking action on the insights they detected, they already began to perceive an improvement. The percentage of orders shipped late from all segments on average decreased by 11%.
-7,5% in the 60 minute segment
-6% in the 45 minute segment
-21% in the 30 minute segment
-12% in the 15 minute segment
They also saw an impact on user retention: those who received orders on time were retained 3% more than those who received orders late.
retention in users who received the order at the estimated time compared to those who received them with delays.
“Amplitude is an amazing tool. With just a few clicks we were able to find very interesting insights that, after sharing them with different stakeholders, we were able to define as actionables. In just one month we were able to see the positive impact of these actionables and measure our progress.”
–Cristobal Daponte, Product Lead at Wabi