All Work
DoorDash · Trust & Messaging Systems / Commerce
DoorDash Trust Messaging Systems
The Problem
Users didn't trust Dashers to perform quality checks—inspecting produce for black spots, checking meat freshness, or verifying expiration dates. This anxiety kept them buying single items instead of filling their carts.
The Solution
Designed a scalable trust messaging system focused on meat, fish, produce, and snacks—using cart behavior as an intent signal to trigger contextual trust messaging. Built a three-tier modular framework with 40+ components and 200+ message templates across checkout, cart, order flow, and push notifications.
The Outcome
18% increase in cart-to-order conversion, 31% reduction in pre-order support contacts, +12 NPS points at checkout. 6 product teams adopted the system within 3 months of launch.