Reimagine Food Pickup Experience: How I synced diners, drivers, and kitchens to kill the pickup wait time
Reimagine Food Pickup Experience: How I synced diners, drivers, and kitchens to kill the pickup wait time
Capstone
Capstone
B2C
B2C
Mobile App Design
Mobile App Design
~12 mins Read
~12 mins Read
Why This Matter?
Food pickup has become more popular than ever because it’s fast and convenient. During the pandemic, 87% of U.S. consumers said they preferred curbside pickup to avoid going inside restaurants.
Why This Matter?
Food pickup has become more popular than ever because it’s fast and convenient. During the pandemic, 87% of U.S. consumers said they preferred curbside pickup to avoid going inside restaurants.
Why This Matter?
Food pickup has become more popular than ever because it’s fast and convenient. During the pandemic, 87% of U.S. consumers said they preferred curbside pickup to avoid going inside restaurants.
Why This Matter?
Food pickup has become more popular than ever because it’s fast and convenient. During the pandemic, 87% of U.S. consumers said they preferred curbside pickup to avoid going inside restaurants.
Why This Matter?
Food pickup has become more popular than ever because it’s fast and convenient. During the pandemic, 87% of U.S. consumers said they preferred curbside pickup to avoid going inside restaurants.
Challenges
Go Pickup is a two-part solution: a mobile app for diners and drivers to follow clear pickup routes and share their real-time location, and a web app for kitchen staff to track arrivals and prepare food just in time. It reduces wait time and makes food pickup smoother for everyone.
Challenges
Go Pickup is a two-part solution: a mobile app for diners and drivers to follow clear pickup routes and share their real-time location, and a web app for kitchen staff to track arrivals and prepare food just in time. It reduces wait time and makes food pickup smoother for everyone.
Challenges
Go Pickup is a two-part solution: a mobile app for diners and drivers to follow clear pickup routes and share their real-time location, and a web app for kitchen staff to track arrivals and prepare food just in time. It reduces wait time and makes food pickup smoother for everyone.
Challenges
Go Pickup is a two-part solution: a mobile app for diners and drivers to follow clear pickup routes and share their real-time location, and a web app for kitchen staff to track arrivals and prepare food just in time. It reduces wait time and makes food pickup smoother for everyone.
Challenges
Go Pickup is a two-part solution: a mobile app for diners and drivers to follow clear pickup routes and share their real-time location, and a web app for kitchen staff to track arrivals and prepare food just in time. It reduces wait time and makes food pickup smoother for everyone.
My Contributions
As the solo UX designer and researcher, I led the project end to end— from user research and journey mapping to ideation and final design. Over 10 weeks of classwork and 4 weeks of redesign, I refined the solution based on usability testing.
My Contributions
As the solo UX designer and researcher, I led the project end to end— from user research and journey mapping to ideation and final design. Over 10 weeks of classwork and 4 weeks of redesign, I refined the solution based on usability testing.
My Contributions
As the solo UX designer and researcher, I led the project end to end— from user research and journey mapping to ideation and final design. Over 10 weeks of classwork and 4 weeks of redesign, I refined the solution based on usability testing.
My Contributions
As the solo UX designer and researcher, I led the project end to end— from user research and journey mapping to ideation and final design. Over 10 weeks of classwork and 4 weeks of redesign, I refined the solution based on usability testing.
My Contributions
As the solo UX designer and researcher, I led the project end to end— from user research and journey mapping to ideation and final design. Over 10 weeks of classwork and 4 weeks of redesign, I refined the solution based on usability testing.
Overview
Overview
"Diners and food delivery drivers feel uncertainty to pick up food due to unexpected waiting times, while restaurants get overwhelmed to properly organize orders from multiple sources."
Define Problem
Define Problem
Listen to Food Pickup Stories and Immerse in Use Scenarios
Listen to Food Pickup Stories and Immerse in Use Scenarios
Emphasize with Diners, Drivers, and Restaurant Servers
I recruited 5 diners who had used food pickup service within the past month, 2 food delivery drivers working for Doordash and Fantuan, and 3 servers from different restaurants to conduct user interviews and gather qualitative user data. My goal was to fully understand the as-is experience of food pickup from various perspectives.
Real-world Use Cases. Details are intentionally vague due to NDA - contact me for more context
Real-world Use Cases. Details are intentionally vague due to NDA - contact me for more context
When It All Breaks Down: Journey Mapping the Worst-Case Scenario
When It All Breaks Down: Journey Mapping the Worst-Case Scenario
I prefer food pickup because it’s faster, cheaper and available for further restaurants than food delivery service!
Emily
Frequent Food Pickup Diner
I prefer food pickup because it’s faster, cheaper and available for further restaurants than food delivery service!
Justin
Frequent Food Pickup Diner
I prefer food pickup because it’s faster, cheaper and available for further restaurants than food delivery service!
Emily
Frequent Food Pickup Diner
I prefer food pickup because it’s faster, cheaper and available for further restaurants than food delivery service!
Emily
Frequent Food Pickup Diner
I choose to be a food delivery driver because it has high flexibility, and sometimes I can earn a lot for just one delivery
Danny
Food Delivery Drivers
I choose to be a food delivery driver because it has high flexibility, and sometimes I can earn a lot for just one delivery
Danny
Network ITs with Some 5G experience
I choose to be a food delivery driver because it has high flexibility, and sometimes I can earn a lot for just one delivery
Danny
Food Delivery Drivers
I choose to be a food delivery driver because it has high flexibility, and sometimes I can earn a lot for just one delivery
Danny
Food Delivery Drivers
The food pickup and delivery are so important, especially during the shutdown, the restaurant may not exist without it...
Leo
Resaturant Server
The food pickup and delivery are so important, especially during the shutdown, the restaurant may not exist without it...
Molly
Network Admin with Advanced 5G Experience
The food pickup and delivery are so important, especially during the shutdown, the restaurant may not exist without it...
Leo
Resaturant Server
The food pickup and delivery are so important, especially during the shutdown, the restaurant may not exist without it...
Leo
Resaturant Server
Pain Points & Design Opportunities
Key troubleshooting flow, Information that User Needs, and Our Prioritization
Key troubleshooting flow, Information that User Needs, and Our Prioritization
Design Roadmap - Getting Aligned on Priorities with PMs & Engineers
Design Roadmap - Getting Aligned on Priorities with PMs & Engineers
Design Solution #1
Design Solution #1
Design Solution
Seamless Toggle Between Dual Map Views
+
Fixed Panel for Extra Details
Design Solution
Seamless Toggle Between Dual Map Views
+
Fixed Panel for Extra Details
Design Solution
Seamless Toggle Between Dual Map Views
+
Fixed Panel for Extra Details
Reduced Cognitive Overload
By separating Software and Hardware views, users focus only on what’s relevant at current step.
Reduced Cognitive Overload
By separating Software and Hardware views, users focus only on what’s relevant at current step.
Reduced Cognitive Overload
By separating Software and Hardware views, users focus only on what’s relevant at current step.
Enabled Step-by-Step Problem-Solving
The fixed side panel allowed smooth transitions between layers without losing context.
Enabled Step-by-Step Problem-Solving
The fixed side panel allowed smooth transitions between layers without losing context.
Enabled Step-by-Step Problem-Solving
The fixed side panel allowed smooth transitions between layers without losing context.
Supported Daily Monitoring Use Case On Big Screen
The large map layout offered a clear, consistent overview for quick daily network checks.
Supported Daily Monitoring Use Case On Big Screen
The large map layout offered a clear, consistent overview for quick daily network checks.
Supported Daily Monitoring Use Case On Big Screen
The large map layout offered a clear, consistent overview for quick daily network checks.
Design Solution #2
Design Solution #2
User Pain Point
Information Gaps Between Diners, Drivers, and Restaurant Staff
User Pain Point
Information Gaps Between Diners, Drivers, and Restaurant Staff
User Pain Point
Information Gaps Between Diners, Drivers, and Restaurant Staff
User Pain Point
IT teams had to switch between 5+ siloed systems just to track down an issue.
"We always check downstream connections to understand the impact on our customers."
Justin
"Our customers only care about downstream issues that affect their ability to stay connected."
Tim
"The first thing I check is the upstream connections to identify a root cause."
Molly
Designing Vertical Structure & Verifying With Users
Design Solution
Simplified Links
+
Surfacing Complex Relationships via Hover
Design Solution
Simplified Links
+
Surfacing Complex Relationships via Hover
Design Solution
Simplified Links
+
Surfacing Complex Relationships via Hover
Progressive Exposure
Hover to reveal hidden links
Focused view by dimming non-relevant part
Progressive Exposure
Hover to reveal hidden links
Focused view by dimming non-relevant part
Progressive Exposure
Hover to reveal hidden links
Focused view by dimming non-relevant part
Reduce Learning Curve
Consistent design in both software & hardware layers
Dynamically switching to reveal how IoT connect across layers
Reduce Learning Curve
Consistent design in both software & hardware layers
Dynamically switching to reveal how IoT connect across layers
Reduce Learning Curve
Consistent design in both software & hardware layers
Dynamically switching to reveal how IoT connect across layers
Design Solution #3
Design Solution #3
#1 Listing All Nodes in One Line
Clean layout, easy to develop.
Even when zoomed out, only 15 nodes fit on a screen, forcing users to pan across the map to see the rest.
#1 Listing All Nodes in One Line
Clean layout, easy to develop.
Even when zoomed out, only 15 nodes fit on a screen, forcing users to pan across the map to see the rest.
#1 Listing All Nodes in One Line
Clean layout, easy to develop.
Even when zoomed out, only 15 nodes fit on a screen, forcing users to pan across the map to see the rest.
#1 Listing All Nodes in One Line
Clean layout, easy to develop.
Even when zoomed out, only 15 nodes fit on a screen, forcing users to pan across the map to see the rest.
#1 Listing All Nodes in One Line
Clean layout, easy to develop.
Even when zoomed out, only 15 nodes fit on a screen, forcing users to pan across the map to see the rest.
#2 Displaying Critical Only
Allows nodes to be arranged in multiple rows, reducing clutter.
Hard to develop—the library found by front-end team didn’t support this approach.
#2 Displaying Critical Only
Allows nodes to be arranged in multiple rows, reducing clutter.
Hard to develop—the library found by front-end team didn’t support this approach.
#2 Displaying Critical Only
Allows nodes to be arranged in multiple rows, reducing clutter.
Hard to develop—the library found by front-end team didn’t support this approach.
#2 Displaying Critical Only
Allows nodes to be arranged in multiple rows, reducing clutter.
Hard to develop—the library found by front-end team didn’t support this approach.
#2 Displaying Critical Only
Allows nodes to be arranged in multiple rows, reducing clutter.
Hard to develop—the library found by front-end team didn’t support this approach.
#3 Showing a List View of Nodes
Easy to develop and scale-up.
Didn’t align with the goal of providing a large interactive map for users to visually navigate the network.
#3 Showing a List View of Nodes
Easy to develop and scale-up.
Didn’t align with the goal of providing a large interactive map for users to visually navigate the network.
#3 Showing a List View of Nodes
Easy to develop and scale-up.
Didn’t align with the goal of providing a large interactive map for users to visually navigate the network.
Design Solution
A Scrollable "5-Node Window"
+
Donut Charts for High-level Overview
Design Solution
A Scrollable "5-Node Window"
+
Donut Charts for High-level Overview
Design Solution
A Scrollable "5-Node Window"
+
Donut Charts for High-level Overview
Reduce Clutter, Stay in Control
Displays only five nodes and their connections at a time, reducing clutter, with users able to scroll to see more.
Reduce Clutter, Stay in Control
Displays only five nodes and their connections at a time, reducing clutter, with users able to scroll to see more.
Reduce Clutter, Stay in Control
Displays only five nodes and their connections at a time, reducing clutter, with users able to scroll to see more.
See the Worst First
Sorts nodes by severity, so IT teams can prioritize urgent issues first, while keeping other nodes hidden to reduce visual noise.
See the Worst First
Sorts nodes by severity, so IT teams can prioritize urgent issues first, while keeping other nodes hidden to reduce visual noise.
See the Worst First
Sorts nodes by severity, so IT teams can prioritize urgent issues first, while keeping other nodes hidden to reduce visual noise.
Summarize Groups Visually
Uses donut charts around collapsed node groups to highlight critical clusters and provide high-level overview for context.
Summarize Groups Visually
Uses donut charts around collapsed node groups to highlight critical clusters and provide high-level overview for context.
Summarize Groups Visually
Uses donut charts around collapsed node groups to highlight critical clusters and provide high-level overview for context.
What I'd Track After Launch
What I'd Track
What I'd Track After Launch
What I'd Track After Launch
What I'd Track After Launch
Results & Impacts
Results & Impacts
Concept ⇒ Delivery
From concept to development, I collaborated across teams to design and deliver 3 tailored versions aligned with user roles and product lifecycle needs.
Concept ⇒ Delivery
From concept to development, I collaborated across teams to design and deliver 3 tailored versions aligned with user roles and product lifecycle needs.
Concept ⇒ Delivery
From concept to development, I collaborated across teams to design and deliver 3 tailored versions aligned with user roles and product lifecycle needs.
Hi-fi Mockups for MWC
Fully prototyped troubleshooting mockups for MWC Barcelona 2023, which were well received by target clients for its clarity and reduced friction.
Hi-fi Mockups for MWC
Fully prototyped troubleshooting mockups for MWC Barcelona 2023, which were well received by target clients for its clarity and reduced friction.
Hi-fi Mockups for MWC
Fully prototyped troubleshooting mockups for MWC Barcelona 2023, which were well received by target clients for its clarity and reduced friction.
Launch & Early Win!
After launching the trial version in 2024, we secured our first client purchase order - a strong early win that validated the design and energized the team.
Launch & Early Win!
After launching the trial version in 2024, we secured our first client purchase order - a strong early win that validated the design and energized the team.
Launch & Early Win!
After launching the trial version in 2024, we secured our first client purchase order - a strong early win that validated the design and energized the team.
Earn Trust & Smooth Design-Dev Handoff
Earned trust from PMs and engineers, who began involving UX early in release planning.
Streamlined design handoff with lean documentation, reducing feedback cycles and speeding up delivery.
Earn Trust & Smooth Design-Dev Handoff
Earned trust from PMs and engineers, who began involving UX early in release planning.
Streamlined design handoff with lean documentation, reducing feedback cycles and speeding up delivery.
Earn Trust & Smooth Design-Dev Handoff
Earned trust from PMs and engineers, who began involving UX early in release planning.
Streamlined design handoff with lean documentation, reducing feedback cycles and speeding up delivery.
Design Patterns Referenced By Others
The scalable topology design patterns were referenced by 3 other products, enhancing design consistency across product ecosystems.
Design Patterns Referenced By Others
The scalable topology design patterns were referenced by 3 other products, enhancing design consistency across product ecosystems.
Design Patterns Referenced By Others
The scalable topology design patterns were referenced by 3 other products, enhancing design consistency across product ecosystems.