<ul><li>Dayo, a product lead at a food delivery startup in Lagos realized the issue of customer dissatisfaction was rooted in trust, not just in late deliveries.</li><li>After observing customers and riders closely, Dayo's team shifted focus from speed to reliability, leading to a significant drop in support tickets related to delivery anxiety.</li><li>Through an ideation sprint, they tested and implemented new features like refined progress bar messaging, leading to a 22% increase in customer satisfaction scores due to customers feeling more informed and relaxed.</li><li>Continued monitoring and small improvements based on real user data, like optimizing asset size and localization, further enhanced the user experience, showcasing the power of empathy-driven design thinking in solving real-world problems.</li></ul>

Design Thinking in Action: How a Food Delivery Startup Solved the Wrong Problem

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