Technical bugs quite often dominates the discussion when doing user interviews. Some usability issues that I found during expert reviews also often get overlooked because of these concerns. Usability evaluation also cannot come first because some users are still confused when navigating the platform, proving that the product knowledge is low. A lot of research effort ends up influencing roadmap and product decisions, such as started building responsive designs, increase search and filters' usability and build better flow for products, expert reviews on existing products and many more.

Too many maps interface that dispatcher/command center staffs need to go back and forth when tracking and monitoring orders. This can be a big issue when dispatcher/operational staffs are trying to track orders in rush hours.

Firstly, orders had been reaching customers late due to time-leaks in assigning orders to a large fleet, as well as inefficient route planning. Moreover, it was always difficult to assess where delays were originating from – the kitchen’s preparation time, the time taken by drivers to reach the pickup stores, or the delivery time – leaving little possibility for optimization. The second challenge was the inability to track drivers in real-time and to manage and evaluate their efficiency and general productivity due to the lack of a measurement tool – making it difficult to enhance for better customer service.