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Bolt Food

UX improvement for the tipping experience

Role
UX research, UX/UI design
Platform
iOS & Android app
Type
Self-initiated concept
Bolt Food courier with a delivery bag and the Bolt Food app on a phone

Overview

A problem I ran into as a Bolt Food customer

This project started with my own experience. While ordering food in Bolt Food, I didn’t add a tip at checkout. My usual habit is to tip after the delivery: when the courier was fast and the order arrived undamaged, or when the weather turned bad and I wanted to thank the courier for working outside in uncomfortable conditions.

But once the order was delivered, there was no way to leave a tip: the order rating screen has no such option. The app only lets you tip before you know how the delivery went.

This felt inconvenient, and it gave me the idea to rethink the tipping experience.

People want to thank the courier for the delivery itself, but the app asks for a tip before the delivery has even started.

As a result, a user who is ready to tip may end up not tipping at all, and the courier loses money they could have earned.

Design process

  1. Noticing the problem

    I ran into the issue as a real user and described the moment where my expectations didn’t match the product.

  2. Research

    I checked whether other users face the same problem by analysing App Store and Google Play reviews.

  3. Hypotheses & solutions

    [Coming soon]

  4. Design

    [Coming soon]

  5. Measuring the effect

    [Coming soon]

Research

Am I the only one?

To check whether this was just my personal habit, I studied Bolt Food reviews in the App Store and Google Play that mention tipping.

I found reviews describing the same problem, written in different languages. This showed that the issue is real for other users too, and that it isn’t a local habit of people in one particular country or region.

Examples of reviews: short quotes with the language and store, and how many relevant reviews were found.

Hypotheses & solutions

Hypotheses about why users don’t tip and possible ways to solve it.

Screens

How the tipping flow changes: screens before and after.

Expected effect

For users

[Outcome]

For couriers

[Outcome]

For the business

[Outcome]

Metrics

How to measure the effect of the changes

Metrics to track before the change, after the change, and which numbers to compare.