Live Order Tracking

By 2026 Breadfast was delivering close to a million orders a month across grocery, coffee, and more. The order screen — a simple status timeline I designed in 2021 — no longer matched what customers expected: they wanted to see exactly where their order was, right now.

Two costs rose with volume: customers opening support to ask where their order was, and disputes over orders marked delivered but 'not received.'

• ·Give customers real-time location, not just a status
• ·Cut 'where is my order' and 'not received' contacts
• ·Rebuild on infrastructure that scales with the super-app

In 2021, as the sole designer, I shipped Breadfast's first order-tracking experience: a status timeline (Placed → Preparing → On its way → Delivered), a home-screen status banner, and per-step Lottie animations, backed by push notifications with SMS as a fallback.

It worked — order-status support conversations dropped ~35%. But it answered 'what stage,' not 'where,' and five years of scale exposed its ceiling.

I led and designed the rebuild end-to-end. The new experience puts a live map at the center — customers watch their driver move in real time — backed by a dynamic ETA that updates as conditions change.

Lock-screen Live Activities keep the ETA glanceable without opening the app, and an in-app call button connects the customer to their driver directly.

• ·Live driver map
• ·Dynamic, updating ETA
• ·Lock-screen Live Activities
• ·In-app driver calling

Shipping this touched engineering (BE, iOS, Android), logistics and driver operations, CX, and data science. I led design across the surfaces and partnered with the PM on rollout.

Measured pre (Dec 2025–Feb 2026 average) vs. post (April 2026, the first full rollout month), with March excluded as a transition month.

These numbers are directional: a pre/post read rather than a controlled A/B test, so they show correlation, not proven causation.