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CASE STUDY #4

Order management dashboard

CLIENT

Menu Factory

INDUSTRY

E-commerce

YEAR

2023

IN SHORT

As an early startup, Menu Factory’s initial focus on enhancing the front-end experience for end customers left the back office neglected.

While ready-made menu setups for new subscribers eased onboarding, restaurant admins struggled with a steep learning curve and multiple issues when managing menus on their own due to the complex, unintuitive interface. This led to high support requests and underscored the need for a redesign.

I partnered with Menu Factory's team to lead the redesign of the menu creation and management process from the ground up, covering opportunity mapping, competitor research, ideation, design, and hand-off documentation.

The Orders Tracking Board is a new feature designed for the back office of a menu builder platform used by restaurants. This feature will enable restaurant managers and staff to monitor and manage customer orders in real-time directly from the platform. It will display orders categorized by type (dine-in, pick-up, delivery) and payment status (paid, unpaid), offering a comprehensive view of the order flow.

*This project is part of a series of design improvements in a comprehensive roadmap aimed at elevating the overall platform experience for both customers and restaurants.

IMPACT

Enhanced Efficiency: The redesigned, intuitive interface significantly reduced time and effort for menu management.

Reduced Support Requests: The intuitive interface significantly decreased the volume of support requests, saving time and resources.

Increased User Satisfaction: Both new and existing customers expressed high satisfaction with the revamped back office experience.

CLIENT

Menu Factory is an early startup offering a two-sided platform that helps restaurant owners and managers efficiently build and manage their digital menu experience, while also enhancing the dining experience for customers.

TEAM

CEO & founder, 1 Product manager, 2 developers, Me as Principal Designer

THE OPPORTUNITY

Inability to track orders in real-time & fragmented Workflows: The existing platform lacks an integrated system for tracking orders, forcing users to rely on manual processes or third-party applications. lack of integration with menu management and overly complex interfaces.
Costs: Using third-party solutions incurs additional costs, which can be burdensome for smaller businesses.

THE GOAL

Our goal was clear: design an intuitive Order Management Board that not only streamlines the order process but also enhances communication across all teams. We wanted to create a system that could handle various order types, provide real-time updates, and be user-friendly enough for immediate adoption.

FINAL SOLUTION

Introducing…

EXPLORATORY RESEARCH

Mapping main JTBD, experiences with similar tools, satisfaction level and pain points to identify opportunities to excel.

Product definition

JOBS TO BE DONE

Defining core JTBD

Track orders: View order status in high-level and detailed views, and access order history.

Change order status: Update the status of orders.

Edit orders and print receipts: Modify orders and generate receipts.

Search and filter: Find and filter orders efficiently.

Defining key order metadata

AAA

Order overview & details

AAA

Defining

Challenges

FINAL RESULTS

KEY LEARNINGS

This project taught me valuable lessons in managing complexity and navigating the multiple impacts across a platform with extensive cross-dependencies. Collaborating with cross-functional teams underscored the importance of teamwork and securing stakeholder buy-in. I learned the value of documenting decisions to foster transparency and using iterative feedback loops for continuous improvement.

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