Retail / Operations
Introduction
The rise of online grocery orders in Vietnam created new challenges. Deliveries were managed manually inside Lotte Mart stores — agents received slips or calls, struggled to find the right counters, and often picked up wrong orders. Customers faced delays, confusion, and had little visibility of where their order was. Earnings for agents were unclear, making the process stressful for everyone.
Lotte Mart Delivery Agent App was designed to solve this very gap. It is the first-ever app for Lotte Mart agents, giving them a simple, reliable, and motivating way to deliver. Agents can now receive requests with all details upfront, get navigation to the store and customer, verify orders with security codes, and complete deliveries with photo proof at the doorstep. Earnings are shown instantly with a gamified completion screen, keeping agents motivated throughout the day.
Operational as a core part of Lotte Mart’s delivery ecosystem, the app supports B2C grocery orders for everyday customers and can scale into B2B solutions for larger volume deliveries. With this launch, Lotte Mart created a strong foundation for faster, more reliable last-mile delivery and improved customer trust in Vietnam’s highly competitive grocery market.
Role & Impact
I worked as the Product Designer, responsible for designing the end-to-end delivery agent workflows — from receiving orders, navigating routes, to completing deliveries. I also created the dashboards and visuals aligned with Lotte Mart’s branding.
The launch of the app reduced allocation delays by 80%, enabled real-time delivery tracking for the first time, and onboarded more than 100 delivery agents during the initial rollout.
Outcomes
🚀 Lotte Mart’s first-ever delivery agent app was successfully launched, digitizing a process that was previously managed through phone calls and manual slips.
📉 Order allocation delays dropped by 80%, improving delivery reliability and customer satisfaction.
👥 Over 100 agents were onboarded within the first rollout, proving scalability and adoption potential for future phases.
