User research & product concept development of Dark store

Grocery retail chain, 100+ offline stores

Challenge

The main goal was to validate a hypothesis of a new service. By defining customers’ pain points, needs, and barriers related to service, evaluating the monetization model, and finding differentiators from existing competitors in the quick commerce business.

Solution

CI team did complex research to understand the behaviors of potential users and understand the customer experience of key competitors. We used quantitive and qualitative research methods: online questionaries, in-depth interviews, mystery shopping, ethnographic research, and UX audit of key competitor applications.

Result

The research report included 65 recommendations and key insights about the UX of future products; we found differentiators from a key competitor. Monetization model – validated. In 2022 client’s team launched an MVP as planned.