Development of a Multi-Market Mobile Food Delivery Platform to Reduce Third-Party Dependency and Enhance Customer Experience

The client faces a high reliance on third-party food delivery aggregators, with nearly 90% of orders processed through these platforms, resulting in increased costs and diminished control over customer experience and brand perception. This dependency hampers direct engagement and limits growth opportunities within key markets.

A large fast-food restaurant chain operating across multiple countries, seeking to strengthen its digital presence and directly serve its customers via mobile applications.

• Reduce dependency on external aggregator platforms from approximately 90% to below 50%, improving direct sales channels.
• Develop and deploy a robust, scalable suite of mobile applications across multiple regional markets within a targeted timeframe.
• Enhance user experience with features such as multiple order modes, contactless ordering via QR codes, and personalized order history management.
• Implement advanced analytics dashboards to monitor app performance and customer behaviors, enabling data-driven decision making.
• Improve customer satisfaction ratings to achieve an average app rating of at least 4.5 stars on major app stores.
• Increase conversion rates of app users to actual orders to approximately 22%.
• Expand digital revenue streams and foster brand loyalty through a seamless, user-centric mobile experience.

• Multi-platform support (Android and iOS) for broad user accessibility.
• Multiple order placement options including delivery, self-pickup, drive-thru, dine-in, and carhop services, prominently accessible from the app homepage.
• QR code scanning capability to facilitate contactless in-restaurant ordering, reducing wait times.
• Integration with various payment gateways to support diverse payment methods.
• User account management with features like order history viewing and personalized preferences.
• Adoption of open-source and modern technologies for app development for scalability and maintainability.
• Performance monitoring with an internal analytics dashboard to track app usage, sales, and customer engagement metrics.

• Order management systems to synchronize order data
• Payment gateway APIs for secure transactions
• Third-party analytics tools for performance tracking
• Restaurant POS systems for in-restaurant order processing via QR code
• Marketing and customer engagement platforms for targeted offers and notifications

• Scalability to support rapid growth across multiple markets and user bases
• High performance with fast load times and minimal latency
• Robust security measures, including data encryption and secure payment processing
• Reliable uptime and availability to ensure continuous access
• Compliance with regional data privacy and security regulations

By developing and deploying a tailored multi-market mobile food delivery platform, the client aims to significantly decrease reliance on third-party aggregators, reducing associated costs and increasing direct customer engagement. Expected outcomes include a drop in aggregator order dependency from 90% to under 50%, improved customer satisfaction with a target app rating exceeding 4.5 stars, increased conversion rates to approximately 22%, and an overall boost in digital revenue, thereby strengthening brand loyalty and market competitiveness.