2. AGENDA
• What is Instacart
• Who are Instacart’s user?
• Key success measures
• What kindled the birth of “InstaSwitch”?
• Prototyping
• Go-to-market plan
• Product Roadmap
3. At Instacart we aim to give our customers back their invaluable time so they can spend it
doing the things they love with the people they love.
Every minute counts.
A quick introduction to Instacart: An online grocery delivery service
4. BUYER A: “ John”
• Age <35
• Urban, lives in SF
• Order groceries online as he
does not have time
Instacart targets multiple users and adds convenience in their lives
BUYER C: “ Uncle Sam ”
• Age >70
• Lives in suburbs. Particular
about food quality
• Finds grocery shopping
physically challenging.
BUYER B: “ Mrs Smith ”
• Age<33
• New mom. Particular about
food quality
• Likes to research food before
buying and spend time with
kids
5. Improved Customer Satisfaction
Number of items picked per minute
Number of correct deliveries per hour
Minutes spent to find substitutes
Instacart’s success relies on customer experience and overall improved revenue
6. “Even though Instacart refund the wrong
items, the customer support experience was
a pain”
“Difficult to respond to
the shopper for
replacement without
additional info in a short
period of time”
“Need to select substitutes
every time I try to
checkout”
“Shoppers get
expensive items as
substitutes”
“Most of the
items are
missing in
the order”
“Shoppers text/call for
replacement, but I could
not respond, He got a
bad replacement”
“Most of the times
items are not in
stock”
What is frustrating our customers?
8. Introducing “InstaSwitch”- Switch to a healthy Substitute and add it as your favorite
Demo Link: https://invis.io/PD85KLW6Z#/178397986_S1
Ability to rank preferences
9. A strategic alliance between Instacart and Fooducate could be fortuitous for both the parties
Instacart gets the opportunity of improving the “substitution” experience for customers
Fooducate could use Instacart as their default delivery service and have meals delivered at their doorstep
Fooducate and Instacart new vision- Lead a healthy life while doing things you love to do
10. Drop a link on Facebook/Twitter where people can redeem your app promo codes
How to introduce InstaSwitch to the customers
Push Notification and App Updates
Blog- Talking about how InstaSwitch solves the substitution and wrong order problem
Incentivize customers who likes InstaSwitch on facebook
11. Aug 8 -
Aug 12
Aug 15 -
Aug 19
Aug 22 -
Aug 26
Aug 29 -
Sep 2
Discovery &
Design
Design sprint, Dev
Sprint, QA Sprint
Project Kick-
off, Discovery,
Feature &
Function
Feature
Sprints
Post Sprints
Launch
Draft PRD,
Wireframe,
Stakeholder
presentation
Aug 29 -
Sep 2
Aug 29 -
Sep 2
Design sprint, Dev
Sprint, QA Sprint
BETA build, Final Dev,
Final QA
Collaborate with marketing and prepare GTM
App Store update
and launch
It would take 5-6 weeks to launch InstaSwitch once partnership with Fooducate is established
12. How do we measure the success of InstaSwitch?
• Number of customers saving their food substitutes
• Numbers of times replacements were successfully made
• Minutes spent for substitution
• Number of customer support calls related to wrong order/substitution
• Number of InstaSwitch promo codes redeemed
14. A walkthrough of the present “Substitution” process flow
https://invis.io/PD85KLW6Z#/178383800_Cap1Demo Link:
Editor's Notes
On-demand, same day delivery, B2C. Recently funded by whole foods and valuation in Jan 2015 is $2B.
How do they make money:
1) Delivery fees
2) Membership Fess
3) Markup Prices
4) Grocery retailers pay volume-related fees to Instacart.
5) Instacart has a number of consumer packaged goods partners who pay Instacart in exchange for promoting their products.
Google express
Amazon Fresh
Instacart
===========
1)Growth and retention
2)Higher revenue as Fooducate users use Instacart as the default delivery service
Fooducate
=============
1)Better customer experience
2)Opportunities to acquire new customers and improve customer base
Reduced human interaction saves time for shoppers
Reduced customer support calls related to wrong order/refund
Ability to search product alternatives across stores based on expert review and customer feedback
Prefilled carts based on categories saves user’s time
Flaws in the version
- Most of the customer queries are related to refund due to wrong/missing item. Most of the time Instacart Inventory is not aligned with the store inventory as Instacart does not own any inventories. Hence items selected in Instacart is not available in the store. This triggers the whole process of replacement/substitution. InstaSwitch attempts to ease this process for both the shoppers and the customers. InstaSwitch provide customer with enough information about the product, reducing customer care queries
Customer can see only the list of substitute and the price, no other information. Lack of info prohibits them from trying new substitutes. With InstaSwitch, customer gets a health rate about the product, expert opinion and customer reviews
Even tough customers chose specific replacement, at times even those substitutes are out of stock. This causes the shoppers to contact customers about the other alternatives available in the Store. With InstaSwitch, customer can save upto top three alternatives, this eliminates the need for human interaction
Customer needs to select substitutes/replacement everytime from the cart, InstaSwitch will save customer’s preferences. Anytime that item is in the cart, its substitutes are automatically selected
