Delivery · Order Experience
Mrsool’s order experience relied entirely on chat to communicate everything from confirmation and payment to preparation and delivery. While familiar to long-time users, this made it difficult for many users to quickly understand what was happening during an active order. Key system updates were buried inside conversations, leading to repeated questions and unnecessary back-and-forth. Couriers often became the source of clarity for system states, pulling their attention away from delivery and increasing friction during critical moments of the order journey.
