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Optimizing Hyperlocal Services and Instant Delivery Experience

Dunzo, India-based Start-Up

In August 2021, Dunzo expanded into quick commerce by launching a new service, Dunzo Daily, to deliver essentials and household items in 19 minutes

As a user researcher, I evaluated consumer behavior through FGDs and foundational research, helped understand user needs through usability testing, and built better merchant- platform relations through cadence based check-in  system. 

Dunzo is an Indian company that delivers groceries and essentials, fruits and vegetables, meat, pet supplies, food, and medicines in major cities. It also has a separate service to pick up and deliver packages within the same city.

Dunzo currently provides its delivery services in eight Indian cities including BangaloreDelhiGurgaonPuneChennaiJaipurMumbai and  Hyderabad.

Role

User Research Intern

Contributions

  • Conducted 2 focused group discussions and 10 semi-structured interviews to understand consumer motivations.

  • Ran prototype tests to support the platform’s grocery-first pivot.

  • Spearheaded rapid usability testing for merchant platform.​​​​​​

  • Designed and conducted 8 customer interviews to understand the post-payment journey.

  • Collaborated with cross-functional teams for secondary research.​​​​​​​​​​​​​​​​​​​

Timeline

December 2020-June 2021

(6 Months)

Team

  • Strategist 

  • ​Senior Researcher ​​​​​​​​​​​​

  • ​Researcher ​​​​​​​​​​​​​​

  • ​Research Intern (Me)​​​​​​

Collaborators

  • Design Team (Team of 12)

  • Customer Service (Team of 8)

  • ​Brand Strategy (Team of 6)​​​​​​​​

  • ​Merchant Team (Team of 4)​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​

More info Coming Soon

© 2022 by Nikita Nerurkar. 

Education

Other Projects

Design, Technology & Social Innovation Workshop 2020

MIT India Initiative | 2020

Inchin Hackathon

Makers Asylum, Mumbai | 2020

Master of Human Computer Interaction and Design (MHCI+D)

University of Washington, Seattle

Bachelor of Technology in Electrical and Instrumentation Engineering

Birla Institute of Technology and Science(BITS), Pilani

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