Red Card Project

Call Flow for Red Card Project

Goal

• Gain an understanding of why Dashers who received the optimized comms as part of our education test did not take the specified action within the emails sent. 

Target Audience: Total Volume: 27K 

• Group 1: Dashers who haven’t activated their red card

• Group 2: Dashers who have activated their red card but not completed a first shop 

Opening:

• Hi this (your Name) from the dasher team of Doordash, I can see here that you haven’t activated your Red card yet, May I help you out in activating your card?

  • If already activated:

    • Great! Let me update your profile here. By the way have you also tried doing or have already accepted a shop and deliver orders?

      • If yes: Acknowledge and tag as confirmed

      • If no: Continue to ask group 2 questions and schedule a follow up to check if they have tried it.

        • After asking the questions:

          • When do you think you can try doing shopping orders:

            • Set a follow up date to confirm based on timeline

            • If not interested, capture the reason

  • If not activated, proceed in asking the questions for Group 1

    • Assist the dasher in activating by following the steps on this link:

      • https://help.doordash.com/dashers/s/article/How-do-I-setup-and-use-the-Dasher-Red-Card?language=en_US

    • Once activated, schedule follow up to confirm they have tried doing shopping orders:

      • After asking the questions:

        • When do you think you can try doing shopping orders:

          • Set a follow up date to confirm based on timeline

          • If not interested, capture the reason

Closing:

• Thank you for your time today. I’ll follow up with you on (date) to check on you and answer any questions you may have after shopping.

Resources:

Red Card activation and FAQs:

• https://help.doordash.com/dashers/s/article/How-do-I-setup-and-use-the-Dasher-Red-Card?language=en_US

Shop and Deliver FAQs:

• https://help.doordash.com/dashers/s/article/What-is-DoorDash-Shop-Deliver?language=en_US

• https://dasher.doordash.com/en-us/about/shop-and-deliver

Survey GForm

• Use to capture all details from the survey questions

• https://docs.google.com/forms/d/e/1FAIpQLSf7cb5aP0uiVvQ_3yicejNwYTkG2TCiUz6kJK-FX1PsplYBrQ/viewform?usp=dialog

Prompts/Questions:

Group 1:  Dashers who haven’t activated their red card

1. Are you aware of what a red card is? 

2. Do you recall receiving communication from us about the red card? 

   1. If yes, did the communication properly educate you on what it is and the benefits of activating one?  

   2. Was there any information that could have helped you get started? 

3. Was there any confusion about what a red card is? What exactly was that confusion? 

4. Did you experience any difficulty while trying to activate the red card? 

   1. If so, please explain what prevented you from completing activation. 

5. If you are familiar with the Red Card, why did you decide not to activate your Red Card? 

   1. If you were nervous or unsure about activating, is there anything on our end that could have helped alleviate that for you? (more comms, more education, etc) 

6. Are there any questions you still need answers  to before activating your red card? 

Group 2: Dashers who have activated their red card but not completed a first shop 

1. We noticed you activated your red card. Are you still planning on shopping? 

2. Do you recall receiving communication from us about the Shop and Deliver? 

   1. If yes, did the communication properly educate you on what it is and the benefits of shopping? 

   2. Was there any information that could have helped get started that you didn’t receive? 

3. Is there a reason you haven’t been able to start shopping yet? 

4. Are there any questions you still need answers to before beginning shopping?  

5. If you were nervous or unsure about getting started shopping, is there anything on our end that could have helped alleviate your concerns? 

VM setup no RC:

Hi, this is [Your Name] from DoorDash. I hope you're doing well! I'm reaching out to check if you've successfully activated your red card and started receiving Shop & Deliver orders.

If you have any questions or need help getting started, feel free to call me back. I'm here to help make sure everything goes smoothly. Thanks, and I look forward to hearing from you.

SMS Setup

Unreachable:

• Hi, this is [Your Name] from DoorDash. Just checking if you’ve started Shop & Deliver orders. I’ll follow up soon to help if needed.

Reached and for follow up:

• Hi, this is [Your Name] from DoorDash. I’ll follow up to see if you’ve activated your red card and started Shop & Deliver orders. Talk soon.

Final No answer:

• Hi, this is {$sender->first_name} from DoorDash. Need help activating your red card to start shopping and delivering? Reply and I’ll schedule a callback

FAQ:

• Are we using current dashers? If so, how do we know if they activated their RC yet?

  • Yes - the campaign we used prior we kept track of them either adopting a red card or completing a first shop through the Dx ID. We used queries to pull results and keep track of the campaign

• How do we know if they have completed a shop?  

  • We will keep track of their Dx ID in the campaign and can see if they completed a first dash or activated their red card. 

• Can I have a bit more context on what a red card is and what the process looks like / approval / opt in? 

  • A Red Card allows you access to Shop & Deliver offers - you’ll use this card to complete offers at participating merchants. Activate your virtual Red Card today by clicking the link below or keep scrolling to learn more about Red Card.

  • A Red Card is a prepaid card that Dashers use to complete Shop & Deliver orders.  

  • You can activate it by either activating the physical card that gets sent to Dashers in their welcome kit or virtually through the app

iOS

• Click Activate Digital Red Card

• Tap Add to Apple Wallet

• Follow the prompts,  accept the terms and conditions and add your virtual card to the digital wallet

Android:

• Ensure that Google Pay is installed on your device

• Click Activate Digital Red Card

• Add Payment Card

• If prompted for an address, input your address to proceed

• Follow the prompts, accept the terms and conditions, and add your virtual card to the digital wallet

• Add Red Card to your wallet 

• When did communication around this go out / can I have the email subject line so we can direct dashers to it? 

  • Communication 1 went out No RC group went out: March 3/14 - 4/14  (it was a part of workflow so could have arrived anytime in between then)

    • SL: How Shop & Deliver can help you earn.

  • Communication 2: RC Group:  3/28-4/28 and beyond (it was a part of workflow so could have arrived anytime in between then)

    • SL: How Shop & Deliver can help you earn.

• Is there an FAQ page on red cards so I can get a better understanding? Is this specific to any market/US?  

  • This is Us Specific

    • FAQ page: https://help.doordash.com/dashers/s/article/How-do-I-setup-and-use-the-Dasher-Red-Card?language=en_US

• How long do we want to run this for/ how many people we want to tag to it?  

  • We’d like to run this for at least 3 weeks. 

  • Would like to understand what best practices are here?

    • How many Dashers should we strive to reach out to? 

Sample Emails:

Red Card not activated: