Z Pre-Order
"Never bothered with apps before but this makes popping in for a cheeky coffee ON!"
The project
Kiwis love coffee. In June 2020 alone, Z stations sold 70,000+ cups of coffee to Kiwis on the go. The innovation team at Z Energy believes that CX can trump a discount and spotted the opportunity to enhance millions of customer interactions by offering pre-order coffee.
Expertise
Product Strategy
Research
UI Design
UX Design
Minimum Viable Product
Native Application Development
Cloud / Systems Integration
Quality Assurance & Testing
Application Support
43x
Increase in daily coffee orders
1.26M
Pre-order coffees ordered per year
1/4
Coffees are pre-ordered
Validate with customers first
We wanted to approach this project by creating a continuous dialogue with our users. We piloted the pre-order service to 12 sites across the country and established a relationship with our app's users. This was our first test where we could actually see how our users interacted with the product. The result validated the idea of seeing 150+ monthly active users buying an average of 41 coffee pre-orders per day, which gave us the green light to scale and learn more.
We built an in-app feedback module triggered at every third coffee purchase to understand how the experience was going for users. With all the anecdotal evidence, how do we know what to build first?
"RUSH are a smart bunch – fantastic tech acumen, a growing design team and a great cultural fit for our organisation.”
Prioritising features with Kano modelling
After reaching out to 500 users we created a roadmap to build the features they found most attractive. We ranked the features by attractiveness and built the ability for our users to collect rewards during the summer of 2019 - 2020. Customers wanted to be able to tell when their drink order was ready, so we built a push notification service to let them know.
Users also wanted to be able to order chilled drinks, so this was the next feature we launched to the public and customers also voiced in the survey that they would like to pre-order food so we are currently figuring out the operational side to make this happen.
Ongoing optimisation
Our final iteration called on a user research panel of new users and power users who helped us with the ability to test the new ordering flow, and the expansion of our drink customisations. The range of users we selected helped us ensure what we were designing was ideal for every user, not just for a specific audience. With the usability of our designs benchmarked, we were able to launch the MVP and within 6 months of going live, we had scaled to 170 pre-order locations and established a continuous dialogue with our customers for ongoing optimisation.
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Give it a go
Try the app in this clickable prototype
Interactive prototypes just like this one allow us to rapidly test and validate the digital experiences we create — de-risking the delivery and building a great foundation of insight into user behaviour.
Download the app to satisfy your cravings at Z.
Users can select their preferred Z station where they would like to collect their pre-order drinks, they then scroll and select the beverage they are after, can make customisations, check-out and pay, and receive a push notification when the drink is ready at their preferred station and time.
Awards
▪ Best Awards 2020 | Silver - User Experience / Optimising
Ready to make better happen?
