IMPROVING SWISH POST ORDER EXPERIENCE

GOAL: To increase Swish’s 7-day reorder rate from 12% to 25% by improving the post-order experience — turning one-time users into loyal repeat customers. The aim was to understand why engagement drops after delivery, uncover key friction points, and design experiences that build trust, satisfaction, and long-term retention without relying on discounts or gimmicks.

Focus Area	What the Project Is Doing
Problem Statement	Swish noticed a sharp drop in user engagement immediately after delivery — the post-order experience was underutilized and disconnected from the overall journey.
Goal	Increase Swish’s 7-day reorder rate from 12% to 25% by enhancing the post-order experience and building long-term user trust.
User Research	Conducted qualitative and quantitative research to understand user behavior post-delivery, unmet needs, and factors causing disengagement.
Key Insights	Found that most users eat immediately and close the app, with low motivation to return. Poor issue resolution and unclear communication were key churn drivers.
Refined Problem	Swish’s post-order journey feels transactional rather than emotional, lacking trust, clarity, and retention hooks to bring users back.
Customer Segments	Identified two key user groups — Disappointed Believers (who lost trust after unmet expectations) and One-and-Done Users (who found the experience forgettable).
Solutions	Designed experience improvements to rebuild trust, clarify communication, and trigger timely, meaningful re-engagement post-order.
Go-To-Market (GTM) Strategy	Rolled out features area-wise — Indiranagar (Menu Clarity), Koramangala (Referral Transparency), and HSR Layout (Complaint Clarity) — to test impact based on local churn drivers.
Impact Metrics	Success measured by 7-day reorder rate, complaint resolution time, NPS, support satisfaction, and referral-driven reorders.