Food delivery

2018 — 2020

Mobile app and management platform for a grocery delivery service

TONS is a Kuwaiti food delivery service. It connects customers and shoppers from various hypermarkets.

In 2018, TONS asked HeyInnovations to improve their pilot iOS app and develop an Android version from scratch.

mobile app

delivery

Business goal

Ease grocery shopping and automate operations

TONS wanted to revolutionize grocery delivery and develop a solution that would ease shopping for both users and the company.

They needed to stand out from competitors, and for that, required a digital solution that would eliminate human errors and provide high order customization for cases when an ordered item is out of stock.

+50%

YoY company growth

+200K

Monthly app orders

4.8

Store ratings

“Our UI/UX is one of the best in Kuwait. This is our competitive edge.”

Managing Director at TONS

Our solution

Separate customer app and delivery management platform

The apps support English and Arabic as well as comply with the local acquiring regulations: Kuwaiti citizens cannot link their credit cards to their accounts, so they cannot get refunds. Here's how it all works.

Customer app

Allows browsing, ordering, and tracking groceries from different stores. It is also where users receive refunds and get in touch with in-store shoppers.

Delivery managment platform

Provides in-app order control and completion, simultaneously working as an HR system for TONS shoppers.

TONS

Customer app

Delivery slots and grocery catalog on the main page

The home screen displays the upcoming delivery time so that the user can see when the driver can deliver their order.

Filters and free delivery indicator

Users choose from vegan, organic, vegetarian, keto, lactose- and sugar-free foods, or browse by regular product categories.

A special indicator shows how many items users need to add to get a free delivery.

Product cards with item photos, price, nutrition facts, and manufacturer info

We optimized the card, so that users could see all the product info there and contact support less. Then, we added a saving function so that users could shop their favorite foods faster.

In-app replacement for items out of stock

If something is out of stock, users tap the Replacement options button and choose a similar item as a replacement.

Then, send a message to the shopper and choose the preferred way of communication: calling or messaging.

Barcode scanner

An in-app barcode scanner allows to find and re-order favorite foods faster and on the go: a user scans the item barcode, and the product goes right into the cart.

Geolocation and address autocomplete

The app automatically detects the user’s location. Alternatively, users can enter their PACI number, the ID for all Kuwaiti residents, and the app will retrieve their address based on PACI.

The app also saves previous addresses for each user, so that they can easily change delivery address to their home, office, or parents' place.

Picking and delivery tracker

Push notifications inform users about the changes in the order status, such as when the order has been picked or when the driver is on their way.

Users track the delivery on the map and see all the changes made by the shopper: which products have been replaced or removed.

Feedback form

After the driver has delivered the order, the app collects feedback about the service and the delivered items. Users rate the quality and availability of the goods, as well as the replacement accuracy.

In-app currency and bonus program

Citizens of Kuwait cannot link their credit cards to mobile apps. Customers cannot get their money back if they cancel the order.

To solve this problem, we created TONS Credits. It is an in-app currency that can be used to pay for orders and refunds. If an item is out of stock, TONS will return the price difference in Credits, which users can spend on the following order. App bonuses also add up as Credits.

TONS Delivery management platform

Tracking shifts and days off

Shoppers mark the beginning and the end of their shifts in the app, view their performance statistics, and request time off without contacting the HR department.

In-app order completion

Shoppers see all orders listed by delivery time, open an order, accept it, and start picking.

They mark progress in the order list, and if something is out of stock, text or call the user.

Chats with customers

Shoppers can contact customers, for example, to inform them about a promotion running in a store.

To do it, the shopper adds the terms to the product card, and it appears on the customer’s screen.

Results

We developed an Android app from scratch and upgraded the iOS app from a pilot to a stable version.

We built the management platform, handed the project over to the client's in-house development team for maintenance, and joined it only to provide help with complex tasks.

+50%

YoY company growth

200K

Orders via app

4.8

Rating in stores

Let’s develop solutions to skyrocket your retail business together!

George Petersen

Head of Business Development

Let's talk

Do you have a project in mind or want to learn more about super apps for e-commerce? Reach out, we’ll be glad to talk.

Thank you for your request! We’ll be in touch soon.

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Mobile app and management platform for a grocery delivery service

Ease grocery shopping and automate operations