The use of bicycle for delivery deliveries is an accessible, economically viable option, non-polluting and brings even more autonomy and flexibility to anyone who wants to earn extra income, as long as they are over 18 years old. Every day, delivery people who use bicycles also go through different situations specific to this mode – whether on the order route, operating the application, or even with establishments and customers. With the purpose of promoting even more interaction and improvements in this partner's experience, iFood created the Let's Bike program.
The initiative emerged as an opportunity for different groups and people from the company itself to have this experience actively and in practice and, as a result, think of new proposals and solutions to improve the day-to-day life of the partner who makes deliveries by bicycle. Three groups have already participated with more than 30 people from different areas, including products, technology, logistics, public policies, among others. The idea is that, monthly and throughout the year, more than 100 people can participate.
“This is another 100% project centered on the delivery person. We want to increase familiarity with the application from different perspectives and perspectives, understanding the challenges faced by couriers on a daily basis, with empathy, to always diagnose improvements that each person can bring to their specific area”, says Carolina Teixeira, responsible for the organization from the Let's Bike project.
Results and Improvements
All reports and notes from participants in the Let's Bike program are compiled in a survey. There is a product team that is responsible for improving the delivery person's experience, and understands the main difficulties and points of attention that are most repeated in the experience, and that can be included in the company's action planning.
Let's Bike is additional and complementary to feedback and surveys carried out directly with delivery drivers. An NPS (Net Promoter Score) survey is carried out monthly to collect perceptions, feelings and information about the experience of all partners, in addition to having a team focused on listening – called “Voz do Deliverador”, which carries out weekly satisfaction surveys with delivery drivers, and organizes forums together with operational teams to provide quick and strategic guidance to the main demands.
One of the improvements already promoted was the periodic review of routes, with the aim of bringing more quality to the reality of bicycle delivery, whether in shorter stretches and with fewer hills – with the reduction for orders of a maximum of 3 km (previously it was 5km). This analysis also helps to better distribute support points, in regions that combine density of orders with easier location for those using the Pedal.
Furthermore, for bicycle couriers within their own iFood Pedal, there is also the “Girando ideas” group, which occurs weekly and seeks to collect opinions, which are discussed together with the delivery people themselves to promote improvements to the project iFood Pedal.
Experience in practice
To go through the Let's Bike program, it is necessary to install the delivery person's app, register your profile (in this case with the selection of the bicycle mode) and account security checks, and finally take the Pedal Responsa development course via WhatsApp guys. The online training trail is made up of five videos that cover content on the Use of Electric Bicycles, Cycling Safely, Health Care and Prevention of COVID-19, and Communication during Delivery. Upon completion, a certificate of completion is sent, which also entitles you to receive a personalized kit with backpack, squeeze bottle, UV t-shirt, helmet, jacket and power bank.
The entire process is exactly the same as what bike couriers need to do to get their account. It is also possible to register for iFood Pedal – iFood's shared bike program, launched just over a year ago in partnership with Tembici, a technology company that is a reference in micro mobility and solutions for urban spaces, where subscription plans are available that give access to electric bicycles, for example, and act as a resting point. iFood Pedal structures are currently available in six cities: São Paulo, Rio de Janeiro, Brasília, Recife, Porto Alegre and Salvador.
On a day of experience, all participants receive routes and go out to make deliveries.
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