A PM manager-briefing case study proposing a short post-checkout window where users can add forgotten items to a placed order — designed to lift AOV, cut duplicate orders, and reduce post-order anxiety on Swiggy.

Overview

Users frequently realize they forgot an item right after placing an order, but Swiggy offers no way to modify it — so they place a second order and pay another delivery fee, or abandon. I proposed an Add to Order window that lets users append items within a short time after checkout, framed through a manager briefing covering strategic fit, user value, and business value.

Expected outcome: +8–12% AOV increase, ~10% reduction in duplicate orders, fewer support tickets related to order modification.

Context

Product: Swiggy (food + grocery ordering experience)

Format: Manager briefing — a structured PM exercise to align stakeholders on why a feature should exist before any design or build work begins.

My role: Sole PM driving the briefing — hypothesis framing, evidence gathering, strategic narrative, and success-metric definition.

Why this matters: Swiggy competes on user experience and retention. A small but high-frequency friction in the post-checkout flow erodes trust on every occurrence — fixing it is a low-cost, high-leverage win.

Problem Space

A recurring pattern surfaced from app reviews, user discussions, and personal experience with food and grocery delivery apps:

• Users place a quick order, realize seconds later they forgot an item, but the app offers no edit path.
• Their alternatives today are all bad: place a second order with another delivery fee, cancel (often penalised), or abandon entirely.
• This produces immediate frustration in a moment that should feel completed and reassuring.

Approach

I worked through a structured manager-briefing format: