{"id":55,"date":"2021-09-01T17:34:34","date_gmt":"2021-09-01T12:04:34","guid":{"rendered":"https:\/\/1001stories.com\/pov\/?p=55"},"modified":"2025-04-02T01:31:55","modified_gmt":"2025-04-01T20:01:55","slug":"humans-certainty-grocery-app-behavioural-science","status":"publish","type":"post","link":"https:\/\/1001stories.com\/pov\/humans-certainty-grocery-app-behavioural-science\/","title":{"rendered":"Humans love certainty so much, they are willing to pay extra for it"},"content":{"rendered":"\n<p><em>By <a href=\"https:\/\/1001stories.in\/pov\/author\/reshma\/\">Reshma Tonse<\/a> &amp; <a href=\"https:\/\/1001stories.in\/pov\/author\/prakash\/\">Prakash Sharma<\/a><\/em><\/p>\n\n\n\n<p>The stage for Dunzo, Grofers et al was set in 2003, when Paresh Rawal danced in a Domino\u2019s ad about the 30-minutes delivery promise. The truth is it&#8217;s not the wait that grinds our gears, it is not knowing how long to wait.<\/p>\n\n\n\n<p>Uncannily, the moment we started walking on two feet, running was the next logical step for the human species. It is our natural instinct to be obsessed with the \u201chow far and how quick\u201d of things.<\/p>\n\n\n\n<p>Indian consumers were treated to something similar in recent weeks, with the news of&nbsp;Dunzo\u2019s unimaginable promise of a 19-minute delivery. Good choice. Ten minutes was too much to promise, twenty minutes is too long. A lot of the conversation around Dunzo\u2019s ad was about Sunny Deol as an&nbsp;endorser, rejoicing the end of the drudgery of&nbsp;<em>tareekh pe tareekh<\/em>. It was amusing, it was celebratory. At its heel, came the news of&nbsp;Grofers\u2019 promise of ultra-fast 10 minute deliveries. This news, though, was not taken too well.<\/p>\n\n\n\n<p>From the 1800s, runners had been fiercely chasing the elusive four minutes for a mile. It was an impossible feat. The limit of human athleticism was set. Until on May 6, 1954, Roger Bannister defied all odds and conventional wisdom to crack the first ever one mile&nbsp;run&nbsp;in less than 4 minutes. What happened next shocked the world. In 46 days, another runner broke Bannister\u2019s record. Within a year, three more joined the elite runners club. Four minutes was no longer a boundary for humans. We were on our way, looking for a new one.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>A deadline and free pizza<br><\/strong><\/h2>\n\n\n\n<p style=\"font-size:px\">The stage for Dunzo and Grofers was set in 2003, when Paresh Rawal danced in a&nbsp;Domino\u2019s&nbsp;ad, happy about scoring a free&nbsp;pizza. He was sure that there was no way they could keep up their delivery promise of 30 minutes or free. To Rawal, there was no \u2018or\u2019. It surely was going to be free. Alas, his character is disappointed to find that Domino\u2019s was in fact able to keep its word. A 30-minute delivery was a certainty.Human beings do not enjoy&nbsp;uncertainty. This is called ambiguity aversion bias, or plainly, \u2018better the devil you know than the devil you don\u2019t\u2019.<\/p>\n\n\n\n<p style=\"font-size:px\">Essentially, it means that we do not mind the wait. It is not knowing how long to wait that grinds our gears. This is why, years ago, Domino\u2019s 30-minute promise sold. And years later, it is why Uber and&nbsp;Ola&nbsp;tell us exactly how many minutes to wait until our cab arrives. They tell us the driver\u2019s rating. They tell us the&nbsp;car&nbsp;type and even its colour for good measure. That is how absolutely certain you are when it comes to booking a cab. That is why you don\u2019t mind the wait. Even if it\u2019s more than 19 minutes.<\/p>\n\n\n\n<p>It is ambiguity aversion and a strong need to do something, the action bias which caused folks in the US to stock up on toilet paper during the beginning of the&nbsp;pandemic. We experienced a lack of control during the initial pandemic days, when most well-known&nbsp;grocery&nbsp;apps asked us to wait days for our slots. People, then, opted for certainty, and rediscovered their neighbourhood&nbsp;kirana&nbsp;stores. In fact, humans love certainty so much, we might even be willing to pay extra for it. Hence the success of tatkal tickets on the Indian&nbsp;railways. Today, tracking a delivery person minute by minute on a map is acceptable \u2014 in fact, an expected feature on food and grocery delivery apps and aggregator services.<\/p>\n\n\n\n<p><strong>From &#8216;nice to have\u2019 to \u2018must have\u2019<\/strong><br>Once the consumer is used to ETA on apps, there is no getting in line behind the old set limits of uncertainty again, not for companies, nor for consumers. As time goes by, a \u2018nice to have\u2019 feature tends to become a \u2018must have\u2019. It\u2019s what happened to front-facing cameras in&nbsp;smartphones. It\u2019s what happened with discounts on fashion sites. The collective mental model of the consumers updates and defines a new acceptable minimum.<\/p>\n\n\n\n<p>For the consumer, after the ETA, the 19-minute express delivery is the new limit that has been broken. Behind a broken limit, lies the potential to exceed it. As one tweeter so eloquently put it, it was not like users first turned on the gas stove and then placed a grocery order on Grofer. What is the urgency behind 10 minutes? The answer lies in the metrics of product&nbsp;design and branding.<\/p>\n\n\n\n<p>The consumer placing an order on a delivery&nbsp;app&nbsp;does not actually order anything from the app itself. What the app offers is the ability to pick and deliver items, for a fee. In this sense, all aggregators are at parity. But&nbsp;competition&nbsp;demands differentiation. As product companies, their true offering is their unique system of efficiency. The technical and logistical systems are the only product that they can improve, optimise or even revolutionise. The delivery guy can\u2019t feature in this optimisation. The eye is on the product and he is not a variable that can be updated.<\/p>\n\n\n\n<p>Solving the hyperlocal challenge is then the natural evolution for a grocery delivery app. In this world, and with these metrics, 10 minute delivery time is the perfect goal to aspire for\u2014a new limit to set. And the consumer will get it, whether she asked for it or not.<\/p>\n\n\n\n<p><strong>Time<\/strong>&nbsp;<strong>is money!<\/strong><br>Perception of time and how humans deal with it is a fascinating field in behavioural science and neuroscience. Different businesses have to work with different facets of human time perception. This is why, a delivery app has to cater to your sense of \u2018now\u2019\u2014a duration that has a legitimate span and tells you that nine minutes is close, and 22 minutes is distant.&nbsp;Mutual funds, on the other hand, have to make you strongly associate with your \u2018future self\u2019 so that, in the present, you are prompted to make an investment that will favour your future self, not your \u2018now\u2019 self. The sense of now too, shortens and elongates, depending on context. It\u2019s why we feel fulfilled after longer prayers and relish the taste of a good&nbsp;wine&nbsp;on our palates, even though it\u2019s a moment that is just as long as a gulp.<\/p>\n\n\n\n<p>We might appreciate quick deliveries of groceries and food, but the&nbsp;meal&nbsp;it delivers is most enjoyed relaxed and unhurried.<\/p>\n\n\n\n<p>It is worth noting that thousands have broken the four-minute record after Bannister. As great as his feat was, it is no longer special.<\/p>\n\n\n\n<p>With the increasing sophistication in algorithms and refining of logistical processes on one side and a consumer anchored to a newer acceptable minimum on the other, we can expect the ultra fast deliveries to heat up with competition in the near future.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><em>Note: A version of this article was first published on 1st Sep 2021 in <a aria-label=\"undefined (opens in a new tab)\" href=\"https:\/\/www.forbesindia.com\/blog\/storyboard18\/humans-love-certainty-so-much-they-are-willing-to-pay-extra-for-it\/\" target=\"_blank\" rel=\"noreferrer noopener\">Forbes India<\/a><\/em> <\/p>\n","protected":false},"excerpt":{"rendered":"<p>What explains the new trend of Grocery Apps promising deliveries in less than 30 minutes? The stage for Dunzo, Grofers et al was set in 2003, when Paresh Rawal danced in a Domino\u2019s ad about the 30-minutes delivery promise. The truth is it&#8217;s not the wait that grinds our gears, it is not knowing how long to wait.<\/p>\n","protected":false},"author":1,"featured_media":56,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[10,14,17,19,20],"class_list":["post-55","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles","tag-consumer-behaviour","tag-delivery-apps","tag-grocery","tag-hyperlocal","tag-india"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Humans love certainty so much, they are willing to pay extra for it - PoV @ 1001 Stories<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/1001stories.com\/pov\/humans-certainty-grocery-app-behavioural-science\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Humans love certainty so much, they are willing to pay extra for it - PoV @ 1001 Stories\" \/>\n<meta property=\"og:description\" content=\"What explains the new trend of Grocery Apps promising deliveries in less than 30 minutes? The stage for Dunzo, Grofers et al was set in 2003, when Paresh Rawal danced in a Domino\u2019s ad about the 30-minutes delivery promise. 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