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rakesh bollampally May 5, 2020

SITUATION Wasel delivery aims to be a leader in delivery services across Bahrain. To achieve this, they have built a mobile app on Android and iOS platforms allowing users to order anything and get it delivered wherever they want. Users could perform tasks like selecting a local business, zeroing in on one or more products, paying for them and giving delivery instructions.
These apps were integrated with Upshot.ai to capture user as well as feature analytics.
Product funnels were configured in Upshot.ai to measure the conversion rate and tap into the
users that dropped off midway.

CHALLENGES
The Upshot.ai customer success team supporting Wasel spotted three
things:
Non-paying to paying user conversion was 17% as revealed by the conversion funnel, which
Wasel felt could be improved.
Paying users showed a similarity in ordering behavior—they placed their first order within the
first 30 days from launching the app; also, these orders came in the second half of that time
period.
Users who did not place their first order within the first 30 days of app launch never placed an
order thereafter.
PRODUCT GOALS
• Product adoption and easy value discovery
• Frictionless product order and delivery experience

First, the team hypothesized that the 83% of users who did not
make any purchases might be in need of a clearer and
streamlined app onboarding experience. To validate this, they
created and executed onboarding campaigns leveraging
Upshot.ai’s Personalized Onboarding Tutorials, Screen Tips and
Splash Screens.
Next, for an order-placing app, the first purchase from a user is
often the most critical milestone, and to shorten the time to that
first purchase, the Upshot.ai team felt that Wasel should
incentivise their new users at the right time. To test this out, Wasel
and Upshot.ai teams worked together and designed offers for
first-time users, presenting them to these users immediately after
they finished the onboarding tutorials leveraging Upshot.ai In-app
Messages (IAM) and Personalized Push Notifications.
SOLUTION
To address these challenges the customer success
team at Upshot.ai designed a two-pronged strategy
for customer engagement.

Tutorial from UPSHOT.AI

• Behavioural & Transactional Tracking
using Mobile App Analytics
• Dynamic Tutorials, Screens Tips and
Dynamic Splash
• In-app Messages and Push
Notifications
UPSHOT.AI FEATURES LEVERAGED
BUSINESS GOALS
• Be the best delivery partner in Bahrain by
allowing users to order anything online and
get it delivered to their home
• Increase number of paying users and Average
Revenue Per User (ARPU)

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