Instacart leverer en komplett mobil-først onboarding-opplevelse

Instacart tilbyr en svært personlig tilpasset levering av dagligvarer samme dag, noe som møter de individuelle behovene til alle kundene. De tilbyr for tiden denne tjenesten til 47 amerikanske stater.

W-9-skjema trykt på en stor pose med dagligvarer som kommer ut av toppillustrasjonen
757717846?h=72ba06c48c

Instacart

 uses 

HelloWorks

01
02
03

Et dypere dykk med

Instacart

Utfordringen
Mulighetene

Instacart har til enhver tid over ti tusen «personlige kjøpere» for handler, pakker og leverer dagligvarer til Instacarts kunder. Instacart stolte opprinnelig på tradisjonelle penn-og-papir-signaturer for å ombord nye kjøpere. Men søknadsprosessen for nye entreprenører var vanskelig.

“Under the old system, there was considerable friction in the sign-up and onboarding process. We had staff in the office that would scan all of the documents as well as manage the process of getting the paperwork complete. We were losing qualified service providers before they’d even shopped their first order. It wasn’t a sustainable model as we looked to scale out the business,” said Instacart Co-Founder Max Mullen.

I tillegg, siden flere dokumenter er involvert i innføringsprosessen (og mange dokumenter ber om gjentatt informasjon som «navn»), hadde søkere som brukte mobilenheter en høyere risiko for churning. Onboarding-dokumentene var også i et PDF-format, noe som gjorde det spesielt vanskelig å navigere med en telefon.

“HelloWorks has significantly improved our completion rate for onboarding shoppers over our previous PDF and email-based system. Allowing paperwork completion to be done in-app has made the onboarding experience seamless for Shopper applicants."

Bill Babeaux
Løsningen

From the start Instacart recognized how essential the onboarding process was and turned a critical eye to selecting the right eSignature API. As Instacart's co-founder Max Mullen explains, “We knew exactly what we were looking for in an eSignature API. First, it needed to be a clean and modern API. So many of the eSignature APIs available today are antiquated and just wouldn’t work for us. Second, we needed to be able to seamlessly integrate the API into our product to keep the user experience as close to our brand as possible. We wanted an API built by a team that valued user experience as much as we do."

“At the end of the day we chose HelloSign because it was the best combination of these features, price and user experience,” Max shared. After the successful implementation of HelloSign API, Instacart was happy with the upgrade to paperless onboarding, but they still wanted a more streamlined approach for onboarding to keep the contractor pipeline full and healthy.

They chose HelloWorks because, as Instacart's Product Manager Bill Babeaux says, “Bringing paperwork in app through HelloWorks is a critical part of a large multi-team project that allows Instacart to onboard shoppers without constant manual involvement.”

Resultatene

270 % økning i fullføringsgraden

With HelloWorks, Instacart has seen a dramatic increase in speed of the application completion rate, as threefold the number of people who started the signup process ended up shopping on the Instacart platform. “HelloWorks has allowed Instacart to create a seamless onboarding experience for our shoppers. All of the steps that a shopper needs to get started are now housed entirely in the app, which we couldn’t have accomplished without the HelloWorks solution," said Bill Babeaux, Product Manager at Instacart

Rask API-implementering gir raskere resultater

Choosing a modern API with clean documentation and self-service sign up helped Instacart get up and running quickly. Their developers found that coding and implementation with the HelloSign API was extremely easy, required less of their time, and did not present any challenges. This speed to implementation enabled them to scale the Shopper onboarding process much faster.  “The project was conceived and launched in less than a week. It took one developer less than two days of work to integrate the API,” said Max Mullen, Co-Founder of Instacart

Fremtiden

Sømløs onboarding – ingen utskrift eller skanning

Med HelloSign API har Instacart digitalisert individuelle dokumenter som tidligere krevde utskrift og skanning. API-et lar Instacart ta kjøper-informasjonen som er gitt under registreringsprosessen og bruke den til å automatisk fylle ut alt nødvendig papirarbeid, generere et sett med personlige PDF-er og deretter sende ut de ferdige dokumentene for kjøperens elektroniske underskrift. Med felt som «navn» og «adresse» automatisk fylt ut, elimineres overflødige trinn, og det samme er friksjonen som tidligere forårsaket frafall av søkere.

Validerte, ende-til-ende mobil først-arbeidsflyter

HelloWorks lar Instacart levere en tilpasningsdyktig opplevelse for kunder som bruker mobilenheter. De har eliminert overflødig datainnføring, ettersom data nå trakteres til de riktige stedene automatisk. Onboarding-prosessen er nå en helhetlig arbeidsflyt i stedet for en serie uavhengige dokumenter. 

 

Data entered immediately flows into the Instacart database rather than getting locked in the completed PDF. With the high volume of Shoppers Instacart was onboarding, HelloWorks was able to save the Instacart team more than 50 hours per week. It was exactly what Instacart needed to automatically guide applicants successfully through onboarding. “Bringing paperwork in app through HelloWorks is a critical part of a large multi-team project that allows Instacart to onboard Shoppers without constant manual involvement,” Instacart's Product Manager Bill Babeaux explained.

Tre mobilskjermer som viser en HelloWorks-brukerflyt

Hva blir det neste for Instacart

“As a result of our collaboration with HelloWorks, Instacart’s shopper onboarding process is now substantially more efficient, a huge boon in the company’s efforts to reach 80% of the US households by the end of 2018.” - Bill Babeaux, Product Manager at Instacart

Spør oss om HelloWorks!

HelloWorks øker dramatisk hastigheten, nøyaktigheten og fullføringshastigheten for dokumenter (avtaler, skjemaer, kontrakter osv.). Intelligente mobil først-skjemaer, ikke PDF-er, veileder brukere gjennom dokumentarbeidsflyter uten å se urelaterte spørsmål eller be om repeterende informasjon (som «navn»). Det beste av alt er at data fra utfylte skjemaer legges automatisk inn i tredjepartssystemene dine.

Last ned saksstudie
Interessert i å ha glede av resultater som Instacart?
Interessert i å ha glede av resultater som Instacart?
Hvordan vil du bruke HelloSign?
Kontakt oss
Ikon for høyrepil

Andre kunder