Case Study: Postmates achieves faster insights and improved customer experience with mParticle

Postmates' user experience testing platform

Postmates, the on‑demand delivery platform operating in 44 major U.S. markets, needed a way to identify which product changes would most improve its three‑sided marketplace (restaurants, couriers, consumers). Existing experimentation vendors lacked the location and market granularity and cross‑platform capabilities Postmates required, so they selected mParticle as the foundational customer data platform to power a best‑in‑class experimentation and user‑experience testing stack.

Using mParticle to collect on‑screen engagement and resolve identity across iOS, Android, and web, Postmates ran thousands of experiments (signup, feed, in‑app selfie) and tied results to machine learning and location‑based feature flags. With mParticle, they diagnosed a 15% courier selfie rejection issue and reduced onboarding friction, improved feed-driven purchase behavior and customer satisfaction, increased courier approval rates and service coverage, and institutionalized experimentation to speed product decisions and measurable improvements in onboarding and conversion.

Postmates