Iana Ivanshina’s Post

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Software QA Engineer

Today, I experienced firsthand why Instacart needs to rethink how it treats its shoppers. I accepted a batch at Instacart and had to cancel because I just couldn’t move the cart anymore. When I first noticed Instacart among the list of startups, they excited me with their idea of having groceries delivered fast by normal people—like Uber for groceries, which sounded fun. It was also a great college/in-between-jobs hustle that seemed engaging and active. However, over time, I started to observe how the platform works and noticed some issues that upset me as a shopper. For example, today I had to cancel a $40 order, and it wasn't my fault. The order contained 61 items from Costco, which initially seemed ok. But an hour later I realized the mistake (see photo under the post). I contacted customer service, and they canceled the order, causing my cancellation rate to increase to 1%. (Why am I affected?) If it reaches 15%, you risk deactivation. The representative explained that I wouldn’t be reimbursed for the time and effort lost, despite being very apologetic. Policy prohibits it. Well, self-employed life, right? I accepted the terms and conditions, so why complain? If I were advocating for both customers and shoppers, who provide the vital service that holds the business together, here’s what I would do: 1. Prioritize Shoppers: Treat shoppers as dedicated employees, not just self-employed contractors. Taking care of shoppers will benefit the company in the long run, similar to how Costco treats its employees. That’s also why everyone loves Costco and wants to support it. 2. Provide Company Vehicles: Ban the use of personal cars for deliveries. Instead, provide company SUVs or vans, and require cleanliness and sanitation checks every shift. I saw on Reddit customers complain about groceries being delivered and smelling like smoke. Food delivery should be taken seriously. If I would let people use their cars, I would require to keep it clean and pay for this business expense myself. 3. Set Adequate Order Limits: Create realistic weight and quantity limits for orders to prevent overwhelming shoppers. 4. Offer a Living Wage: Pay shoppers a living wage. They shouldn’t have to pretend to be business owners while earning below minimum wage or nothing at all. I believe that in America—the best country in the world—this is possible. Fidji Simo, hopefully you will see and empathize with me, by creating positive changes! I’m a software QA engineer and love talking about user advocacy, issues and UX/UI design. If you love my post, please consider following me♥️🫶 #Instacart #GigEconomy #EmployeeAdvocacy #CustomerService #FoodDelivery #LivingWage #SupportShoppers #InstacartShoppers #GroceryDelivery #WorkplaceFairness #StartUps #YCombinator Y Combinator

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Joel Barr

UX Above All! | Rebel Scum | The Yoda of User Research | calendly.com/uxresearcherjoel | Available for FTE, Contracts, and 1099 consulting engagements. Enrich the User's Experience! Test often!

2w

Yowza. Do they not know the market will happily find their replacement if they cannot even do basic UX for shoppers and customers correctly?

Anne Cantera

🌎 Global Customer Operations Digital Experience Designer Chatbots / IVR at LexisNexis 👉🏻 Multimodal 💻 AI Agents 🤖 Conversation Designer VUI / NLU 🗣️ Prompt Whisperer 🤫 AI Training / Automation ➡️ annecantera.com

2w

Theyre fee structure is another major miss.

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