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Gather quantitative and qualitative data to inform design decision by uncovering user pain-points and competitor landscape.
Given to the ambitious scope and timeline of the project, multiple team members, including executives, pms, and myself, collaborated to conduct customer/user interviews. We strategically targeted past and current customers, as well as previous sales leads, who would benefit more from a self-service platform than managed services.
- Interviewed over 15 restaurant operators via video call
- Operators managed 2-12 locations
- Represented various concept types (casual, nightlife, fine dining)
I analyzed three main competitors to understand strengths and weaknesses in our platforms, market trends, and user preferences. I also reviewed various self-service apps and websites in line with our primary areas of interest to gather UX recommendations.
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Analyze research and determine who's our user, what problems they face and how can we best solve those problems.
The insights from our discovery efforts confirmed that we are designing for two primary groups of people with different goals, motivations, and needs.
Floor & Kitchen Staff, General & Kitchen Managers,
Technicians, Area Supervisors
They are often on the go & primarily an app users. They need a fast, efficient and reliable way to handle R&M, are deeply affected by issues with restaurant equipment. Care most about effectively and efficiently getting equipment fixed.
Floor & Kitchen Staff, General & Kitchen Managers,
Technicians, Area Supervisors
They are often on the go & primarily an app users. They need a fast, efficient and reliable way to handle R&M, are deeply affected by issues with restaurant equipment. Care most about effectively and efficiently getting equipment fixed.
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How may we design a streamlined R&M self-service platform that empowers operators to fully control and efficiently manage the repair & maintenance process, quickly connect with trusted vendors, and easily identify and manage assets, all while minimizing time and effort in a hectic restaurant environment?
Vendor Management Functionality: Allow users to effectively maintain and manage a list of preferred vendors.
Optimized New Request Form: Improve the current flow to make it quicker and easier to submit new requests and enhance the findability of assets/equipment.
Open Request Management & Data Analytics: Allow users to view and manage open repairs and maintenance requests. Provide comprehensive data of to-date repair costs to help users make informed decisions
Brainstorm, sketch and propose ideas and concepts to address the needs identified in discovery and to meet stated requirements.
86's managed services platform allows users to designate preferred vendors. We planned to incorporate this feature into the new self-service platform with usability enhancements.
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As I revisited the original design, I couldn’t shake the feeling that it was not be the right solution for our self-service users. So, I collaborated with a small team from the product and engineering teams to propose a complete redesign of this experience. After the new solution was approved, I began developing what eventually evolved into "my vendor network" new feature.
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I sketched a few concepts aimed at redesigning the new request flow. I decided to focus on minimizing steps as much as possible and creating a more intuitive browsing experience for selecting the appropriate asset / equipment.
I took the initiative to brainstorm new categories. Then, facilitated a collaborative session with a restaurant equipment SME and a copywriter expert to finalize the new asset categories.
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Create high-fidelity wireframes in Figma. Incorporate existing brand & UI elements for efficiency, consistency and seamless integration.
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Vendors are organized by location and actions (add, edit, delete, block) are clearly stated with recognizable icons and hover-over labels. Constant feedback is provided throughout the page to ensure users understand what each page, tab and action entails.
Users can enter new vendors into their personal network at any time. Required fields include vendor name, contact information and services offered so that we can effectively suggest the correct vendor. User can assign to one, multiple or all locations.
In addition to managing their vendor network, users can go back and look at a history of all vendors they have worked with before, this is particular necessary because they will often work with people outside their saved vendors. Later versions of this feature will include advanced capabilities and reports.
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Create high-fidelity wireframes in Figma. Incorporate existing brand & UI elements for efficiency, consistency and seamless integration.
I created a prototype using Figma to enhance our validation efforts and improve communication of interaction design within the team.
Our product validation efforts had two main components. First, for the sake of quick iteration, we conducted a couple user testing sessions with various future users. Due to the quick turnaround, we could only connect with corporate users. although they understand very well the needs of location staff, this was a notable limitation.
We received overwhelmingly positive feedback overall. One key insight highlighted that many customers use the same network for multiple or all locations. In these cases, organizing the vendor network view by vendor rather than location would significantly enhance efficiency.
The team decided to wait for the next iteration and further testing to apply this feedback and it declared ready for handoff
A number of potential customers signed up for a pilot program. We will continue to test the MVP in this format, reaching a wider range of users.
The second iteration will also focus on creating and implementing
- Personalized suggestions for users that need to find new vendors around their corresponding location.
- A view of the vendor network organized by vendor. To facilitate the vendor management for those customer that do rely on the same vendors for all / most of their locations,.
Advocate for research
The most valuable insights come directly from users, which is why I championed thorough user research and usability testing. By staying closely connected to their needs, I ensured that assumptions were validated, leading to meaningful and impactful solutions for our users.
Take initiative
When faced with an ambiguous request without clear direction, I proactively designed a research plan, arranged meetings, and interviewed various stakeholders. I took the initiative to explore diverse ideas and effectively communicated with stakeholders to bring these ideas to fruition. Once I developed strategic solutions and tested them with users to ensure high-quality deliverables.
Learn and adjust
We won't always get the right answer the first time. Exploration is a crucial part of the process. Through research, ideation, and design, I embraced learning from mistakes and swiftly adjusted my designs and approach to ensure continuous improvement.
