A few users recently (rightly) pointed out an example of poorly worded copy on our app. The text in question was meant to encourage users to add a tip for the person delivering their order, should they want to.
We’ve since updated the copy on the check-out flow and are going to spend the next week reviewing copy across the app and other consumer touch points.
While this has given us cause to relook our copy across user touch points from a place of empathy, it has also become cause for concern for some people, because they may assume that tips are meant to somehow cover up for wages.
To address this concern, we’d like to share a few facts:
- We launched the tipping feature post a lot of requests from users during the first lockdown, last April
- The motivation to launch the feature was simple, our customers requested it so they could extend a small token of appreciation to those who create convenience for them, especially during the pandemic and bad weather
- ~1% of our customers tip. This amount is passed directly to our partners – over and above their salaries and payouts. To give a sense of scale, of the total payout to our delivery partners through our platform, less than 1% is tips given by customers
- We do not and will not try to cover wages for our partners through tips. We will endeavour to make this communication better on our platform
We hope this help address concerns on this end.
The lesson for us is simple, creativity = bad UX. I am sure our teammate had the best intentions but little empathy towards the user. Had we read the copy from the lens of a user, we would have spotted this way before someone else had to call it out to us.
To the users who called us on this, thank you. For holding us to a high bar, and for trusting that we would act on it.
We are innovating on your behalf and would love to hear from you on other feedback or suggestions you have for us. Do write to us at firstname.lastname@example.org if you have a tip or two for us :-)