<aside> 🤷♀️ How could Natura delivery orders faster, with higher convenience and at low cost to our final consumers?
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In April 2021, Natura in its e-commerce had the following delivery methods available to its users in the city of São Paulo:
Normal - 4 dias úteis - R$ 9,90*
Booked - from 4 days - R$ 9,90*
Based on this scenario, Natura leadership asked the squad to study a solution to improve delivery services in order to make e-commerce equal to or better than direct and indirect competitors.
Print of the mapping of the As Is journey, performed as a quick off.
We believe that if we deliver faster, more affordable and with more convenience to our customers. So we're going to increase the average ticket of orders, improve our NPS and we're going to compete and outperform our competitors. Because today our competitors deliver faster and cheaper than Natura.
As a Natura e-commerce customer I want to receive my orders faster, with a lower shipping cost So that I don't run out of stock of a product I use that has run out or give it to someone else on a special date.
From the problem statement above, I started the design process, aligned with the squad, design leadership and stakeholders.
<aside> 🔥 Objective: Map the competition, compare information, gather insights for the initial problem
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Based on the problem statement, I did a benchmark with the main players in the Brazilian market to understand how these players were performing in relation to: