A customer does not receive a delivery because the delivery address is unclear. As a product or operations leader, explain how you would diagnose the root cause, prioritize solutions, and improve the delivery experience for both customers and couriers. ### Constraints & Assumptions - Do not jump straight to one feature; first define the failure mode and quantify impact. - Consider the full journey: address entry, geocoding, pin placement, courier navigation, arrival, contact, and handoff. - Balance prevention with recovery when a courier is already at the destination. - Avoid adding unnecessary checkout friction for low-risk orders. ### Clarifying Questions to Ask - What does "does not receive delivery" mean: cancellation, refund, wrong dropoff, late handoff, or customer unavailable? - Which markets, address types, and order types are most affected? - Are failures concentrated in apartments, campuses, malls, offices, hotels, or new developments? - What data do we have on geocoding confidence, courier wait time, support contacts, and refunds? ### What a Strong Answer Covers - Root-cause analysis across the delivery funnel. - Segmentation by market, building type, platform, order type, and user history. - Prioritized solutions using impact, reach, confidence, and effort. - Preventive customer-side fixes and courier-side recovery tools. - Metrics and guardrails for reliability, conversion, courier experience, privacy, and cost. ### Follow-up Questions - How would you detect a risky address before checkout? - How would you design the courier recovery flow? - What data would you store from successful handoffs? - How would you avoid making checkout worse for most users?