Case Study: Postmates improves app usability and courier support with Limitless Technology

US-based food and drink delivery service leverages their crowd of gig experts to improve their app

Postmates, a US-based food and drink delivery service, faced the challenge of quickly and affordably improving the app its "Fleet" of gig workers uses to make millions of deliveries. The app was critical to their operations, and while user testing was an option, it was too slow and expensive to effectively tackle usability issues and enhance performance.

The vendor, Limitless Technology, provided a solution by onboarding a large number of Fleet drivers to its platform to act as product experts. These experts were paid to complete regular tasks and provide large-scale feedback on the app's operations in their own time. This partnership gave Postmates unique insights to improve both the app and the Fleet's performance, and it proved especially valuable for helping novice drivers get up to speed quickly, which improved the overall customer experience.

​Postmates

Hetal Shah

Vice President of Customer Experience Product & Operations