Redesigning the Doorstep Fuel Delivery Platform in India: Repos

Enhancing User Journeys: A Comprehensive Approach to Improving Delivery, Payment, and Security Systems

Repos is an innovative e-commerce platform that brings fuel right to your doorstep. Their technologically advanced special-purpose vehicles redefine convenience and efficiency in the fuel industry. The Repos Mobile Petrol Pump model caters to consumers with diesel needs ranging from 100 to 1000 litres, ensuring a seamless and modern fueling experience.

The question for Monsoonfish was - how to make a mobile application that seamlessly connects the fuel sellers, and consumers; while making the doorstep delivery hassle-free and secure. Moreover, how do we structure information for different stakeholders and users to meet their goals?

Objective of Design

Their mission was to centralize all fuel types, including liquids, gases, and electricity, making them accessible with just a tap on a smartphone. The safe delivery of these fuels was to be facilitated through the utilization of state-of-the-art Special Purpose Vehicles.

The system depends on its main users: buyers, sellers, and operators. If any of them are missing, the system doesn’t function properly. It was thus important to ensure that the fuel delivery system is easy and convenient for customers, sellers, and operators, using digital and smart solutions.

Their goal was to bring together different types of fuel, like liquids, gases, and electricity, and make them easily accessible with a smartphone while transporting these fuels safely using advanced vehicles.

Our Process

Paint Points

Customer Pain Points: Customers lacked a reliable way to easily monitor their credit availability and stay updated on the status of their orders. Ensuring the security of every unit of fuel was of utmost importance to customers, and they required a convenient method to calculate and track it.
Seller Pain Points: Sellers aimed to efficiently manage their high-frequency orders and maintain effective order regulation. It was crucial for sellers to have a streamlined system for tracking payments and managing cash flow. The inability to monitor and check transactions related to mobile browsers carrying fuel was a significant challenge for sellers.
Operator Pain Points: Operators needed to effectively monitor fuel balances to ensure smooth operations. Keeping tabs on the location of assets was vital for operators, however, seamless communication was missing between sellers, buyers and operators to facilitate efficient transactions.
Petrol Pump Owner Pain Points: Petrol pump owners seek a reliable way to accurately identify vehicles and drivers.

Discovery

We India, one of the largest consumers of fuel, currently consumes about 27Cr. Liters of diesel. Most of which is procured using an unorganized method and causes great losses in the form of spillage, pilferage, dead mileage, and manpower costs.

Implementation

We conducted thorough market research, user interviews, and competitor analysis to understand the specific needs and expectations of Indian B2B customers. This helped us in creating a clear information architecture and wireframe to define the structure and layout for all user roles.
Our design solutions were implemented ensuring a user-centric, visually appealing and consistent UI design that adheres to Indian cultural sensibilities andaligns with the brand identity. We also developed an interactive prototype and conducted usability testing with real users to gather feedback and refine the design based on user interactions.

Outcomes

With a high smartphone penetration rate in India, our priority was mobile-first design which has helped ensure accessibility and usability across various devices and screen sizes.

Repos is now an intuitive and easy-to-navigate UI that simplifies complex B2B processes focusing on user-friendliness to minimize learning curves and enhance user adoption.
Considering offline support for scenarios with limited internet connectivity, Repos now enable users to access essential information and functionalities even when offline.

Holistic Approach to Elevating Delivery, Payment, and Security Experiences for Fuel Delivery System

Repos’s app redesign transformed the fuel delivery ecosystem from various aspects such as:
Enhancing Communication Flow: Improving the information exchange process between customers, sellers, and driver operators to ensure a seamless flow of communication.
Payment and Credit Management for Customers: Develop a customer-centric platform that enables customers to easily monitor their payments, credit balances, and order status.
Simplified Asset Organization: Implement a straightforward and user-friendly structure for sorting assets or products.
Comprehensive Order Tracking: Establish a robust system for tracking all orders, providing transparency and accountability for both customers and partners.

Impact

Business Impact

The redesign has helped Repos achieve market recognition and experienced a surge in ratings that significantly bolstered their business presence and credibility. Our efforts have led to higher conversion rates, resulting in increased sales and revenue for the company.
By optimizing the processes, we have successfully reduced costs associated with customer support and communication, contributing to improved operational efficiency and profitability.

User Impact

Enhanced customer satisfaction levels have resulted in a notable boost in referral rates and brand recognition through positive word-of-mouth.
Improved service has fostered increased customer loyalty among the user base. With a unified platform for payments and orders, the user experience has been streamlined, reducing decision-making time for the customers.
Users now feel more confident and enthusiastic about the offerings and information provided on the platform, elevating their overall experience.

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