foodpanda GIA FloorExpress

Situation

Delivery inside a high-rise breaks at the last hundred metres. A rider reaches GIA Tower and stops at the lobby, because getting to floor 32 means a lift, a badge, and a stranger's directions. The order sits in reception, the customer comes down, and the delivery everyone paid for finishes on foot.

Task

Design a flow that hands the last leg to someone who is already inside the building, without adding an app for either the customer or the rider.

Action

I designed the foodpanda GIA FloorExpress bot to live in a Telegram app people already have, so there is nothing to install and no account to make.

The flow is a short scripted conversation:

• The customer scans a QR code in the lobby to open the bot, then runs /floorExpress.
• The bot asks for the foodpanda order ID, then the floor number, validated against the building's 43-floor maximum.
• It returns a summary carrying a verification ID that ties the order, the picker, and the floor together.
• It then generates a ready-to-send message in Khmer for the customer to copy straight to the rider, so the handoff happens in the rider's own language with no translation step.

Behind it, a Customer Orders Dashboard tracks recent orders by verification ID and groups received orders by floor, giving the building's pickers a queue rather than a pile.

Result

A design that solves the last hundred metres with a chat bot and a QR code rather than new hardware, and hands the rider a message they can send without knowing anything about the system.