Carona

Carona is an iFood's internal program where the foodlovers (this is how iFood employees are called) have the opportunity to participate in customer service together with our operational team.

At the time the program was created, iFood had a lot of problems related to user experience that resulted in bad product metrics. An example of this problem was the customer service took a long time to be done and that resulted to decrease of iFood's NPS. Another example was the foodlovers didn't know why the numbers aren't good.

The program's goal was to help foodlovers understand qualitatively and in real-time the problems that happened at iFood's operation. The program was also an alternative to get foodlovers closer to customers since it was unfeasible to bring a high number of people to user interviews.

I was the creator and who ran the program. My role was to come up with the idea and structure it. So I made a presentation to the customer service team leaders, I organized the visits, I collected the stakeholders, I scheduled the transfer for them. In short, I made sure that everything went well before, during and after each and every visit.

In groups of up to 10 people, the visits take place twice per week, always in the morning.

To take part in the visit it is necessary to fill out the program’s form. After this, I organize the stakeholders, request the transportation, do the pre-registration to access the building, separate a kit (notebook, pencil and sticker). At the end of process, the participant receives and email with all the necessary information for the visit day.

On the day, a van waits for the participants and take them to the company where the operations team works. During the visit, participants are taken to sit with the agent and follow the service.

By the end of the visit, people need to fill out another form to give feedback on their experience at Carona.