FreshCart is a same-day grocery delivery app used by 2.4M monthly customers across 18 cities. The COO wants a new executive operations dashboard because teams currently track 40+ metrics, and leaders are reacting to noisy changes instead of focusing on the few measures that best reflect customer experience and operational health.
Last month, FreshCart generated 1.1M orders, with on-time delivery falling from 94.2% to 91.1%, average picker-to-door time rising from 42 to 49 minutes, order cancellation rate increasing from 2.8% to 4.1%, and customer support contacts per 1,000 orders rising from 38 to 52. At the same time, daily active customers were flat at 410K and gross order value grew 6% month over month. The COO asks you to decide which operational metrics should appear on the top-level dashboard, which should be supporting drill-down metrics, and how to make the dashboard intuitive for executives who need to diagnose issues quickly.
orders: order_id, customer_id, city, store_id, created_at, promised_delivery_time, delivered_at, order_value, order_statusfulfillment_events: order_id, picker_assigned_at, picking_started_at, packed_at, courier_assigned_at, courier_pickup_atsupport_tickets: ticket_id, order_id, created_at, issue_type, resolution_timeapp_sessions: customer_id, session_date, orders_placed, app_versionstore_capacity: store_id, date, scheduled_picker_hours, scheduled_courier_hours, order_capacity