← portfolioMadam, OTP? · Project Kabootar

04 · Our Answers (as written in the submitted document)

info · Verbatim from madam_otp_.pdf (your answer document). Question numbering follows the document. Nothing has been reworded.

1) Who is this team, and why is this opening yours?

Colossus:

Viraj: Mom struggles with deliveries; Dad travels constantly and is unreachable. Vardhan: Grandmother struggles with technology and awareness. We excel at second order effects analysis. Part of the GrowthX community that will validate feasibility with industry leaders for feedback which will give us a broader context and POV

quote · Who is the team? Our team name is Colossus, and why are we opening? We are opening because we have faced this problem since we are college students. My mom has faced this problem a lot. Even my dad, who's always moving across the country, orders a lot of stuff, and then we are not able to call him many times. That is the reason why I can personally relate to this problem.

Apart from that, why do we stand out to solve this problem? It is primarily because:

  1. We think through second-order effects a lot. We play a huge role in understanding what could be the second-order effects of this, and that helps us to, in a way, find a more effective solution because we are thinking through the consequences of our actions. That helps us to make better decisions.
  2. I'm also a part of a community called GrowthX. Once I formulate the solution, I will take insights from multiple C-suites and product leaders from this community to refine my answer and then pitch a proper solution. It will have context on both the operational hurdles that will be caused in order to solve this and how good the solution is. In a way, it would be a feedback layer from the people who are in this industry.

These are the reasons why we think we can win. Now I want you to formulate this into 50 words, all the above things that I've said, so that I can write the answer. Don't add anything extra. Stick to things I've told you. Just rephrase it in 50 words, which is a summarized version of all the things that I've told you above.

Can you also add that, apart from this, we have talked to around 15+ people through a range of different suits, such as:

2) The one customer insight you discovered.

Delivery riders are the forgotten stakeholder. OTP is not just customer friction, but a labor problem. Riders waste time obtaining codes, while a five rupee penalty for missed orders incentivizes marking customers unavailable and moving on. They are local experts navigating by memory, yet location data fails 10 to 15 percent of the time, making OTP counterproductive to its purpose.

(Mind map for this insight: see Map C in 03 Whimsicals Mind Maps.)

3) The Delivery Concierge Agent

Trigger: Parcel status flips to "out for delivery"

What it already knows: Household/ alternative receiver's names, QR code, each person's language and priority, saved address location pin(if shared previously), today's incoming parcels.

What it does: Tracks the rider's live route for ETA and sends the ETA to the buyer over notification. then as the rider nears, calls the priority list in order, in-language, adapting tone if it senses hesitation. On confirmation it sends the person's standing QR code (a link/image, reusable, not a new code per order), and once the rider hits a 2–3m geofence, it scans that QR against the parcel barcode and GPS together, and validates and saves the location pin (if its a new location to the delivery agent )

Who it deals with: Household/ alternative receiver's names via voice; rider device via QR scan and GPS; address systems operate securely behind scenes.

What it asks the human: : " "[Y] Ordered this [X] parcel and its here, "can you receive this now? The delivery agent is near your house. I have shared your QR code on your message/ whatsapp"

How it knows it's done: QR badge, parcel, and GPS match at once. the address record updates.

Your compression request for "What it does" (verbatim):

What it does: Tracks the rider's live route to refine ETA, then as the rider nears, calls the priority list in order, in-language, adapting tone if it senses hesitation. On confirmation it sends the person's standing QR badge (a link/image, reusable, not a new code per order), and once the rider hits a 2–3m geofence, it scans that QR against the parcel barcode and GPS together, releases payment, and saves the location pin.

I want this in two steps, but max it should be 15 words. Not more than 15 words. Compress this down to 15 words.

Your delivered compression: "1. Calls priority list, confirms via QR. 2. Geofence triggers barcode scan, payment release, location."

4) How your solution touches each agent

Logistics: Logistics is the backbone. It owns the QR code, the geofence, the ETA by understanding the route that delivery agent take and their sequence of delivery, and the address pin memory

Voice: Voice is the human interface. it calls, adapts multilingual language and pace (for low tech adopted user), and hands off to the QR/geofence mechanism rather than doing any verification itself. also Tries to understand the ticket raise by a user during refunds instead of relying on multiple chat bot interaction. In india conversations are more efficient in solving issues than the intimidating process of texting chatbots

Payments: Payments plays a release role, not a collection role, It stays dormant until badge+parcel+GPS match, then auto releases COD/payout/ refunds for low AOV (if the voice agents confirms genuine refund ticket raised)

(assumption - COD can't be solved using payment agent, because if it were then the user would had pre paid before the delivery itself)

5) Which agent will you innovate on?

Logistics's missing capability is a reusable, person bound, proximity locked QR badge, issued once per household member and valid across all future orders and logistics partners. It unlocks only within a defined geofence, creating a persistent identity credential across deliveries.

Moreover, the agent should learn and predict the ETA of the agent and give the exact ETA to the buyer via call/ message and only call when the agent's GPS is near the delivery address/

6) Which customer asset will you ask for?

The household contact circle/ alternative receiver's name, number, and preferred language for each person who may receive on the buyer's behalf and it's asked only at setup, never per order and order history of the buyer

7) The annexation: which use-case do you subsume next? 30 words

Domestic and gig workers who enter homes every day. cooks, maids, House helps. A paper logbook can't catch it when someone sends a substitute in their place, but a bound, revocable household badge already can.

8) which of the sixteen openings would you never hand to an assistant?

I would never let my assistant take care of my wedding because it's "My wedding".

9) Which Indian company should have built this already?

Delhivery should have built this. The system works 70% of the time, functional enough that it's not obviously broken. OTP issues don't cause user churn. People order regardless.. Disrupting a critical, widely adopted component carries organizational risk they won't take.Public companies prioritize revenue and market share over friction reduction. Solving it won't boost quarterly results tangibly

Reasoning given below (your raw version, verbatim)

delhivery ,Even if the system is broken, it still the best system out there and its working 70% of the times. also this OTP issue is not so bad that due to which users will stop ordering their parcels. irrespective of OTP being solved or not - people will still order due to this not many people are churning and this is why the company is not taking bold steps to come up with a new solution.

  1. low intent problem - solving this problem won’t necessary increase their quarterly results in a tangible way
  2. people complaining won’t make the user churn or stop ordering/ returning parcels - low drop off rate
  3. public companies like delivery and shadow fax are more incentivized to solve problem that will increase their market share/ revenue (increase frequency + supply chain/ last mile delivery optimization
  4. not wanting to disrupt a critical and a functional component which also has high adoption of user/ delivery agent behavior.

Can you rephrase this answer that I've given for the question that I've also given in just 60 words? Summarize and rephrase in 60 words. Don't add anything else. Don't remove anything.

10) Which track are you entering?

Product Strategy. (Your words: "this is our track. we have chosen product strategy and not product build")

warning · Answers 3 to 5 above are the first-version concierge design (QR badge + geofence). After that, you developed the voice-first solution (see 05 Voice First Solution), which changes the verification mechanism. The final design (agent kabootar, Flipkart through Ekart, L3) is explained in MAIN Project Kabootar Overview.

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