Chat Vision for Glovo
The Challenge
To assess the communication tools Glovo developed for their customers, couriers and partners, and develop a vision for their chat product for the next 2 to 3 years.
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Designing as Senior Product Designer for Glovo’s Communication Hub (2022-2023)
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Glovo is a Spanish Multi-category delivery app with a mission to give everyone easy access to everything in their city. It operates as the number one (or close second) quick-delivery player in 25 countries in Europe and Africa.
Process
The chat experience team—a PM, a UX researcher, a data analyst and myself— aimed to have a comprehensive understanding of how users were using our chat product, how others were solving similar issues and the overall communication needs of all our types of users throughout their journey. I closely collaborated with the UX researcher to develop and execute the plan to achieve this.
To diverge, and get the biggest picture possible we conducted:
Interviews with customers and couriers
Heuristic analysis of our current experience
Benchmarking of communication tools
Analysis of usage patterns from our current tools
The biggest breakthrough of this stage was being able to develop Thinking Styles, or archetypes, for our customers and couriers and identify their key unmet needs and pain/points.
Next, we took this new understanding of our users and converged into clear opportunities and pillars for a vision.
Our vision: Glovo customers, couriers and partners can communicate and reliably solve their issues with a fast, proactive and human chat.
Fast, proactive and human summarise the communication needs we have identified along journeys of customers, couriers and partners.
I turned these pillars into concepts to demonstrate the opportunities we found and to communicate visually and clearly to the team and stakeholders what the future of chat at Glovo can look like.
