Apps for Service Providers
Courier motivation: goals, slots, and ratings
Designed three independently tested mechanisms that turned operational demand into clear actions for couriers: goals, slot recommendations, and on-time rating incentives.
Context
The business needed to cover demand in the right places and time windows, while couriers needed to understand which actions, slots, and delivery quality created additional value.
+9.5% hours worked · +10% orders per courier · −37 sec round-trip
My role
I designed the goals section and its WMS setup flow, personalised slot recommendations for Gold and Top tiers, and extra rating points for on-time delivery.
What I did
Each mechanism was evaluated separately: goals through UX testing and an experiment, recommendations in target waves, and ratings in a two-week Moscow experiment. The effects are therefore reported independently rather than combined.
Outcome
Across separate experiments, Goals delivered +9.5% hours worked and +10% orders per courier; slot recommendations added 1.5 percentage points to fill rate and 7–7.5% hours worked per courier; on-time rating incentives reduced round-trip by 37 seconds and CTE by about 20 seconds, while increasing on-time deliveries by 6 percentage points.