Chapter 1: My Introduction to Food Delivery

In a slight departure from my usual content, I’d like to share my inaugural experience working as a courier for a food delivery service. Those who follow my updates on LinkedIn may know that I've recently joined JustEat Takeaway.com as a Senior Product Manager. This global entity, which operates SkipTheDishes in Canada, has a substantial presence, ranging from Vancouver to Sydney.

SkipTheDishes was established in Canada in 2012 and has since become part of JustEat Takeaway.com following two acquisitions. Within my role at JET/Skip, I contribute to a team focused on improving the courier application experience. After spending several months developing features that thousands of couriers use daily, my manager invited me to accompany him and the product team on a courier run. The goal was to deliver food like any other courier and gather insights for app enhancements from our real-world experiences.

Initially, I felt a bit reluctant about this opportunity. As a product manager, I believe in the importance of firsthand experience with the tools I work on. It not only brings satisfaction but also highlights potential areas for improvement or bugs. If you're in product development or engineering, you'll understand that while you can test an app extensively, there's always something new to learn through actual use. So, I collaborated with the necessary teams to set up my courier profile and scheduled a shift in my local area to try out the role.

I began my two-hour shift on a Tuesday afternoon, not expecting a high volume of orders. After logging in, I waited for the first 15 minutes without receiving any orders. During this downtime, I explored the newly launched CarPlay app to get acquainted with its functionality. When I didn’t receive any orders, I opted to head to a bustling mall, hoping for better luck.

To my surprise, as soon as I parked, I received my first order—a brief trip to a nearby restaurant, followed by a short delivery to the customer. This initial delivery allowed me to experience almost all the app's features in one go.

After completing my first delivery, I got a second order, which required me to drive to a fast-food restaurant. It was encouraging to see that they had a designated area for delivery drivers, streamlining the pickup process. After collecting the food, my next delivery was to a condo complex, which can be tricky for couriers.

The third order mirrored the first, with short distances for both pickup and delivery. However, this time, I utilized the new customer-courier chat feature to coordinate where to leave the food. Although all three orders were marked as contactless (which I later discovered is the most preferred method among couriers), I had a pleasant interaction with the second customer, a kind elderly man who was thankful for the quick service, especially due to his mobility challenges.

SkipTheDishes: Delivery Summary

After completing my three deliveries, I finished my shift feeling satisfied (and a bit richer 😉). While delivering, I noted features of the CarPlay app and gathered ideas for the team. Upon returning home, I organized my thoughts to share with the team. On our Slack channel, I noticed many colleagues sharing their positive experiences and photos, which resonated with my own.

So, what did I take away from this experience?

SkipTheDishes employs a unique scheduling system for couriers. Instead of simply logging in whenever they wish, couriers must plan their availability a week in advance. This system suits those who rely on food delivery as their main or supplementary income (like students) since it promotes equitable opportunities within each zone. However, for those seeking spontaneous gig work, it might not be the best fit.

While this article isn’t a comprehensive app review, I want to highlight how this delivery experience provided me with a fresh perspective. It illuminated how couriers utilize the app and their interactions with restaurant partners and customers.

After my courier run, I recalled something my manager mentioned during the Apple iPhone 15 launch. He stated that Apple focuses on creating products that enrich people’s lives, from remote assistance to health monitoring. Similarly, at Skip/JET, our courier experience team is not merely building an app. We’re assisting parents who lost their jobs to provide for their children and helping struggling students with their rent.

We’re crafting an experience.

By the end of my courier run, this message resonated deeply with me. We’re not just creating a product; we’re making a meaningful impact in ways we might not fully grasp. I feel fortunate to be a part of such a significant mission.

Kavindu; a satisfied Skip courier

That's all for today! I hope this account of my experience has offered a glimpse into a different aspect of the food delivery world. If you found this article insightful, please consider sharing it with your network. Also, feel free to follow me on Medium and subscribe to my newsletter for the latest updates.

Signing off:

Kavindu Narathota

(www.narathota.com)

Read more: blog.narathota.com

Chapter 2: Insights from the Courier Experience

The first video titled "Is Skip The Dishes Worth Paying To Work For?" explores the financial viability and benefits of working with SkipTheDishes, offering valuable insights for potential couriers.

The second video, "Mastering Skip The Dishes Delivery: 10 Tips and Tricks for New and Experienced Couriers," provides essential strategies for optimizing delivery efficiency and enhancing the overall courier experience.