I believe we should have slowed the rollout of the mobile app to better understand its impact on the customer experience before making it available 24/7.

Customers wanted the ability to order food on demand, leading us to attempt an on-demand service called Gobble Instant, which ultimately failed due to logistical issues.

In 2012, while everything else was being bought online, grocery shopping remained inefficient, which motivated me to create a solution.

As Instacart grew, we faced the challenge of making operations scalable while managing diverse customer orders and crowdsourced shoppers.

In e-commerce, businesses often focus too much on creating a polished sales experience but neglect the importance of customer service once a purchase is made, leading to dissatisfaction when issues arise.

The app should provide immediate feedback to user interactions; delays can frustrate users and lead to a poor experience.

The founders of Order Ahead had to refine their idea through multiple iterations before they found success with their sixth concept.

The company must ensure that its mobile app enhances rather than dilutes the Starbucks experience, emphasizing the importance of human connection even in digital interactions.

Our first idea was to create an app that digitized catalogs, which we called Tote, but it faced challenges in development and approval.