10 · Updated OTP Map (latest version, with partners and emotion)

info · Your latest Whimsical export (the third image in your last message). It is Map A and Map B from 03 Whimsicals Mind Maps plus new branches. Only the new or changed nodes are listed in full here; unchanged nodes are as in file 03.

New and changed branches

partners

• delhivery · gyani · pine labs

emotion

• what could be the frustrating aspect.
• youger people find it frustative
• reason: young generation is more addicted to quick and instant gratification of getting their parcels instantly that even 1 day of reschudling(since there was a otp related issue. they get more angry/ annoyed/ frustrated.
• What are the repetitive aspects?
• middle age people find it repitative
• reason: they have more patience but less time and thats why they find it more repetitive and time consuming.

OTP → delivery issue (the old "buyer is not the receiver" and the old location branch now sit under delivery issue / location issue)

• delivery issue
• buyer is not reciever → "Over many calls, we realize that the buyer is not the one who receives the order. It's usually his friends who are available at that time, or his mom and dad, who are not that well-versed in technology, or anyone else who accepts the order but does not really have the OTP necessary for collecting the order. / Usually, the buyer is pretty busy during this time."
• rider's timing and buyers availability mismatch → logistics ai can predict the ETA of when will the agent reach the location and give him a rough ETA + 15mins early alert → logistics ai has all the data of the rider's journey/ route
• the agent never came or delivered and it was marked as not delivered → location proximity. if the location is near the delivery adress then send an automatic notification/ call (voice ai) that your parcel is there
• location issue → insight
• delivery parter are usually local people of the area and they know many places by memory
• there are 15% of the time when they don't know the location of the buyer( link to gmap to the delivery adress)
• 30% of addresses are properly structured. the other are no so accurate.
• → once the whats-app location is shared, then this should permanently be added in the persons history with some throughput by the delivery rider itself (to make it more easy for the next delivery partner/ next time delivery) - incentive the delivery agent - for good behaviour
• refund issue → insight
• people have money problems, if their refund is due then their cashflow is stuck and hence it becomes hard for them to issue a new order
• multiple chat bot interaction and if your complaint is not inn synch with the actual product complaint/ return policy then there is a mismatch. → how can we integrate voice/ logistics agent in this
• the agent never came or delivered and it was still marked as not delivered → location proximity. if the location is near the delivery adress(logistic ai)/ call (voice ai) that your parcel is there
• lots of these conversation happen over wa. those who don't have WA face a lot of problem

questions → changes

• Who is this team, and why is this opening yours? → we heavily think second order effects, growthx community
• how ur agent works in 6steps → now written in the long form (Trigger: Parcel status flips to "out for delivery." What it already knows: Household QR badges, each person's language and priority order, this address's saved location pin, and every parcel arriving today. 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. Who it deals with: One household member by voice, the rider's device by QR-scan-and-GPS, and payment/address systems in the background. What it asks the human: One question only: "can you receive this now?" How it knows it's done: QR badge, parcel, and GPS match at once. then payment releases and the address record updates.)
• how your solution touches each rails → voice · payment · logistics
• which of the sixteen openings would you never hand to an assistant? → M would never let my assistant take care of my wedding because it's "My wedding"
• Which Indian company should have built this already? → delivery (assumptions)
• not much of a high intent problem to them. this issue is mostly faced by casual users → effort to outcome is low · not wanting to disrupt a critical and functional component
• too much on their plate → companies have other pressures and quarterly results to beat, especially listed companies
• low feedback: if faced by power users, then they usually don't complaint since this happens 10-15% of the time. → manual error's accountability is not assumed by the company
• hr problem
• 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.
• Which track are you entering?

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