Delivery partners are at the core of Swiggy’s business, and its app is the primary link and communication tool between them, the company and its customers. Swiggy’s brief to us was to investigate ways to create the ideal app experience from its delivery partners’ point of view. Our approach was to unpack the lives of delivery partners—both Swiggy’s and its competitors’—to reveal the bigger picture that shapes their app experiences…

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Our report is feeding into Swiggy’s plans for making its app as simple, intuitive and seamless as possible for its delivery partners. For us, the most eye-opening of this investigation was looking at life from a delivery partner’s point of view, and understanding their hacks for figuring out these digital offerings that rarely keep in mind their unique realities.