Navigating the challenges of the modern-day gig worker.
Q-Commerce
Semester Thesis Project
My Role:
Product Designer
Team:
Saumya Jain (Designer)
Time:
10 Months
Q3 2025 - Q1 2026
Scope:
Mobile App, Web Portal, Design System
“
Each bag holds a story.
While it represents a 10-minute convenience for us, for the person carrying it, it is a piece of a much larger puzzle
Reasearch
We started with initial asumption:
Unstable and unpredictable work environments.
A complete lack of job security
Harsh conditions leading to low morale and dissatisfaction.
Insufficient pay for the risks involved.
20+ Riders
5 in-depth interviews + 15+ on-the-go interactions
3 Darkstores
Repeated visits to observe high-pressure operations
3 Live Deliveries
Interviews to understand backend metrics
2 Platforms
Comparative study of Blinkit vs. Flipkart Minutes ecosystems
Combined, these touchpoints represent 40+ hours of direct frontline observation...
What we experienced:
Multi-Stakeholder Mapping
Interviewing Store Captains and Pickers to understand how warehouse efficiency dictates the rider’s on-road rush.
Artifact & Ergonomic Analysis
Evaluating physical gear (bags, uniforms, phone mounts) to identify "Gaps in Provision" where riders must hack their own solutions.
Naturalistic Observation
Joining riders on live deliveries to experience the real-time friction of the "last 100 meters" from darkstore to doorstep.
Shadowing & Service Safaris
Observing "unfiltered" culture and coping mechanisms—like substance use—to map the psychological toll of the gig economy.
The Macro View
Insights:
The Only Human Face
The rider is the only part of a massive, invisible supply chain that the customer actually sees and interacts with.
Unmediated Empathy
A tip is a rare, direct human connection that bypasses the algorithm to show genuine appreciation.
Bearing the System's Burden
When warehouses lack basic facilities, the rider absorbs the physical stress of that neglect.
A Smart, Tactical Choice
Most riders choose this work for the flexibility and easy entry, not out of a lack of skill or options.
The Micro View
Insights:
Unpaid Trips
Orders that are canceled or unreachable force riders back to the hub, wasting time and fuel without any pay.
Doorstep Delays
The high-speed system stalls when riders are forced to wait 15–20 minutes at the destination for a customer.
Money Penalties
Riders are directly charged for "damaged" items, shifting the platform's financial risks onto the worker.
The Payment Gap
Real earnings only happen at the very end of the loop; any interruption before "Marked Delivered" can result in zero credit for the effort spent.
Key Research Insights
Higher pay, flexible shifts, and low-cost EV rentals make quick commerce a strategic choice for financial mobility.
While Dark Stores provide essential amenities, they act as "digital anchors" that strictly regulate rider movement and facility access.
Riders bear the brunt of the "last-mile risk," absorbing financial losses from cancellations, return loops, and damaged goods.
Identifed Opportunity Area
While riders are 'Happy' with their autonomy, they are 'Sad' because the system forces them to absorb the cost of customer delays. Waiting at the doorstep doesn't just stall a delivery; it creates a 'Payment Gap' by blocking them from their next order.
Analysing the Root Cause
To move beyond surface-level symptoms, we conducted an exhaustive Root Cause Analysis to map every systemic failure that leads to a rider’s loss of income.
Defined The Brief
What intuitive interaction can be designed to enhance the communication experience between customers and delivery agents?
Apporach
Humanizing the Exchange:
Shifting the interaction from a purely transactional task to a collaborative, empathetic experience.
Operational Clarity:
Refining interaction channels to resolve granular delivery constraints.
Solutions
Maintaining a contacts directory
This feature enables users to permanently pair backup contacts with saved addresses, such as a spouse for "Home" or a colleague for "Office."
These backup contacts act as a reliable safety net, automatically suggesting a relevant alternative whenever the primary user is unreachable.
While successful deliveries are typically completed within 30 minutes, DNRs or cancellations can stall a rider for 45 to 60 minutes
Instead of "Rider is 2 minutes away".
Rider is navigating heavy rain/traffic to reach you.
ACTIVE ORDER INDICATOR
To combat notification fatigue, this persistent "Active Bar" provides a non-intrusive visual anchor on the screen edge during live deliveries. It serves as a continuous reminder for users with disabled notifications, ensuring real-time awareness of the rider’s proximity without requiring the user to manually check the app.
ACTIVE ORDER INDICATOR
To combat notification fatigue, this persistent "Active Bar" provides a non-intrusive visual anchor on the screen edge during live deliveries. It serves as a continuous reminder for users with disabled notifications, ensuring real-time awareness of the rider’s proximity without requiring the user to manually check the app.
