Favor Delivery
Favor is an on-demand delivery service that was founded in Austin, TX in 2013. It originally had the motto “Anything Delivered,” and gained traction as one of the primary food delivery services in Texas. I worked at Favor from 2016 to 2021, and led many of the product design initiatives during my time there. In 2018 the company was acquired by H-E-B, a large retail and grocery store chain in Texas. In 2019 I assumed the role of Principal Product Designer, where I led the design team’s execution of product design work across iOS, Android, and web platforms.
Continue reading to learn more about Favor’s delivery ecosystem, or feel free to skip to my design projects to see some of the work that I did during my time there.
The Delivery Ecosystem
One of the most interesting design aspects of Favor was the challenge of working in a three-sided marketplace. Favor had three primary user groups that required attention at all times - customers, runners (our delivery people), and merchants. Each one of these user groups had distinct products that Favor designed and developed specifically for their needs, and that were also intrinsically related to products built for other user groups. Whenever a change or feature request was made for one product, it would often affect the others. Here’s a quick breakdown of Favor’s core user groups, and the products that we built for them:
Customers used an app on iOS, Android, that allowed them to…
browse merchant menus near their specified location
build and place orders
track the delivery progress of their orders
Runners used an app on iOS and Android to…
receive and accept orders from customers
update the progress of deliveries for customers
view earnings and deposit information
And finally, merchants required several internal tools to…
update and maintain menu data and store information (hours of operation, special ordering restrictions, etc)
access performance and sales data
create targeted marketing campaigns to attract attention within the customer app
As you might imagine, Favor was a deceptively simple service on the surface, but was actually a very complex operation behind the scenes. There were many moving parts to make everything work, and it was both a fun and challenging logistical space for product design.
Design Projects
The breadth of my design work at Favor was huge. I had the opportunity to touch and holistically define almost every product that Favor worked on, including customer facing apps, Runner facing apps, merchant tools, and other internal tools. Here are a few case studies detailing some of the projects that I worked on during my time there.
Redesigning the Favor Customer App - a case study detailing several projects that contributed to the redesign of Favor’s customer app
Runner Freedom and Flexibility - a case study detailing several projects I worked on that had to do with maximizing Runner productivity while also giving them the ability to work on their own terms
Improving the Runner Earnings Experience - a case study detailing how I improved the way that Runners engaged with their earnings and deposit information