Ajeet's Portfolio

Waking up the pixels…

PORTER

2024

Collecting cash from 2W partners in UAE

✌️ Introduction

To maintain and strengthen our partner supply in the UAE's cash-driven market, we set out to solve a critical pain point: partners lacked clarity on how much cash they owed Porter, while vendors faced reconciliation headaches. Our solution introduced transparent cash tracking and seamless deposit options at Al Ansari Exchange centers - giving partners real-time visibility into their obligations while making settlements effortless for everyone involved. This wasn't just about fixing collections; it was about rebuilding trust across our ecosystem through clarity and convenience

Goal

Provide clarity to 2W partner on cash collected and increase our fulfilment rate

My Role

Problem Breakdown, Conceptualisation, Design, Prototypes, UT, Dev Handoff

Team

1 Product manager, 5 Engineers,
1 Designers

PROBLEM BREAKDOWN

🥲 So, what went wrong...

Currently, online payment form 15% of the total payments by customers in UAE, which is why a majority of the payment is held in cash by partners. This cash constitutes Porter commission, Vendor fee, VAT and courier fee on top of the partner’s own earnings. At month end, Porter sends a settlement invoice to the vendor whereby the vendor ends up having to recoup dues from the drivers - which the drivers often fail to pay.

85% cash payments

Cash consists of Porter commission, Vendor Fee, VAT,courier fee & partner earnings

Vendors restricting our partner supply

Results in creating challenges for our 2W operations in UAE

2W Partners fails to pay for settlement to Vendors

Lack of understanding on their share of earnings and collected amounts

CC tickets related to Earnings

No. of completed orders

Fulfilment Rate

Partner Supply

👉 and, this leads to big operational change

Initially, partner has to settle things with vendors at the end of the month. Now, they have to deposit cash at our city offices on a regular interval. This change has created challenges for both partners & us, but it was the way to go forward

Collecting cash from 2W partners

Partners has to visit city offices to deposit cash

Partners were allowed maintain certain cash

For fuel and daily running expenses

Partners failing to do so will gets suspended

They have to deposit money to get active again

Partners were allowed maintain certain cash

For fuel and daily running expenses

WHAT MARKET TELLS US

🚕 it all starts with our partners

With the help of Dubai city team, we recruited 8 partners and 2 vendors who have at least been with us for 3 months and completed 50 orders

No track of cash

Partners don’t usually keep a track of cash they have collected

Confused about deposits

They miss their deposits dates and they rely on our agents call to deposit cash

Lack clarity on amount they owe to porter and vendors

Comprehension of earnings was a challenge for partners

No visibility on app after deposits

Due to manual process, partners get to know about deposited cash at settlement

DEEP DIVE

🌟 and what’s out there in market

we decided to explore how other businesses are solving for the same. We looked for some direct competitors in UAE such as Careem, Talabat, Uber and some competitors from other countries like Swiggy, Zomato, Lyft, Yango.

LET’S START

⬇️ Its time to set the direction

How might we simplify cash tracking, and make deposits convenient for 2W partners?

How might we reminds partners for cash deposits and provide real time clarity?

Simplicity

Show, not tell

Context - Aware Design

Glanceable

IDEATION

🔁 Iterations...iterations...iterations

At this point, I was ready to dive into iterations and one major question where we were stuck was, should we make cash in hand part of earnings or should we keep it independent?
So we created iterations for both of the ideas and did a concept testing quickly. Based on the results we decided to keep Cash in hand as an independent feature.

Lets get on a call to understand better about all the various iterations and how we took our decisions

FINAL DESIGNS

🙃 Let’s see how we did it

After so many iterations, concept testing and meetings, we finalised on how this feature is going to come out for our delivery partners. Let's get into each screens in detail…

Cash in hand

So, the screen is divided into 3 different parts. First at top, we have a number as a hero which tells the amount in cash with the partner, then we have a tracker which will represent the cash getting stacked by each partner and at the bottom we have a ledger which have all the transactions related to cash. The top section has three different states, and each state is color coded.

The idea was to keep the whole screen, telling the story about “AED 393.00” which is the actual amount that matters .

Here, green represents that partner’s can have that much amount and no need to deposit

okay, but what if they have more cash than required

Then, states of our header will change. So there can be two case:

Where partner can still have cash, but we suggest them to start deposit

When partner are close to get suspended

In both of these cases, we suggest them to deposit the certain amount of cash at city office. Also, whenever there is a state change, we are changing the colour of the header to make the change glanceable by out partners.

states of the cash tracker

Cash tracker have the similar states as well, divided into different zones and we decided to show just one amount, post which the partner will get suspended.

AED 1000

Your account has been suspended due to

non-deposit of cash.

now, what if partners exceed the limits

Once partners exceeds the limit, then they will get suspended. So, I utilised our existing design for suspension where partners will receive a bottom card specifying the reasons of their suspension.

Additionally, on cash in hand screen we will be communicating again about the suspension.

how are we going to remind partners?

Post Order completion, partners were spending most of their time on home screen and this gives us an opportunity to remind partners about our states here as well and it worked really well for us. CTR started increasing once these status appear.

IMPACT

📊 what numbers tells us?

We started noticing the improvement with our first phase release and it was a major increase in the numbers and which acted as a positive sign for us. But still, we haven’t reached our goal to collect at least 50% of the cash to run operations smoothly.

Delivery Partners were still facing challenges in depositing the cash at city office as they have to travel from the different part of the city to our offices

~40%

cash collection

~55%

CTR increases post homepage reminder shows up

~9%

CC tickets reduced

NEXT STEPS

👉 we moved to next phase

We partnered with an exchange centre, which is available in 2km radius for partner to deposits cash easily. Now, the goal become to educate our delivery partner about the process of deposits, best practices. So, we introduced a section from where partners can learn and this showed a positive growth in the numbers.