foodpanda: food & groceries

Writing as a fellow product person. I notice a few poor designs in this app, that creates friction and causes bad user experience. 1) Unnecessary surveys: “Why did you not complete the order at X”. First, this X restaurant is wrong (I already placed the order). Second, survey is a poor way to get user feedback. Participation rate is not guaranteed. A much better way to do it is to do a thorough data analysis of user behaviour, form solid hypotheses and test these hypotheses thru experimentation. 2) Cluttered UI: Do we really have to have “trending order”? Do I, as a customer, really get value from knowing what others are ordering? Does it benefit me, a restaurant order, that customers only order the hottest 1 or 2 items from my menu? 3) It is just buggy. There are a few times when I simply cannot place an order. I click the button, then nothing happens. There is no way for users to report this bug, or seek help for it. 4) The rewards program. I understand rewards program create loyalty and we want loyalty in the fierce competition among delivery apps. But this rewards program is poorly designed; rules are not communicated clearly; the UI/notification is intrusive. All of the above makes me question: Who is making product decisions at Foodpanda? Are they really relying on data and listening to users? Or just go with whatever they ASSUME is a good idea?

We’re staying at a hotel in Phuket for a month long vacation. But hotel prices for food are drastically higher than any of the restaurants. Kids don’t want to leave poolside and we were forced to overpay for meals - ordering from hotel, Food Panda really helped out!! Once we discovered this Service - I couldn’t believe that it’s possible!! Not only there is no delivery charges, there is almost always coupon available to use (on top of already lower prices of meals!). Delivery is quick and food always arrives hot, on time and in great condition!! Drivers are very polite and nice and although happy to receive tip - never expect it as a must! Now my kids can play at the pool all day, we get great food delivered straight to us and we do not pay insane prices of the hotel restaurants!! Thank you Food Panda! We will definitely continue to use this service when we go back home!

Foodpanda Myanmar should take the feedback seriously. Although there are huge amounts of bad reviews of poor time management on social media, they still neglected and did not modify their processing time. I have received the order only after more than 2 hours of placing it just because I chose Standard Delivery, although I had paid quite a decent amount for that so-called Standard Rate. It is just around 3 km from the restaurant to my location, yet the rider delivered to the further place before delivering my order. Even if I chose the Priority Rate, it would take around 1 to 1.5 hours even for a 1-2 km distance; hence, it doesn't make sense for customers to pay additional charges. If they want to charge an additional price for the faster service, they should do so. Customers who chose the standard rate are also one of the customers; they shouldn't neglect and deliver after 2-3 hours just because they paid fewer. Also, they should train riders to manage their processing time properly. Riders have poor time management skills and are sometimes greedy (but not all riders). They would take 3-4 orders in one way, and the last order was delivered after 2.5-3.5 hours. Out of my many orders, only a few riders are able to deliver within an hour, and I gave tips to them. My average waiting time for standard delivery is around 3-4 hours.