Me&u (Formerly Mr Yum) provides digital menu solutions designed to drive revenue and support the hospitality industry.
As the majority of getting a menu and venue setup was predominantly done by our internal team, we sought to understand the onboarding process in greater detail.
I was the lead designer on this project, working closely with a UX researcher to capture initial findings.
With the majority of setup tasks falling on our internal team, addressing friction points during the onboarding process became a top priority.
Collaboration with various areas of the business, including customer success led to rich insights into some of the biggest friction points.
Research methods included:
Shadowing the onboarding journey
Usability baseline study of the current experience
Digging into data from chat support tickets and most-searched-for help articles
Setting up modifiers is a key part of setting up a menu, yet the current user experience was tedious, requiring multiple steps and jumping between pages.
Modifier groups weren't linked across items so if you wanted to make bulk edits like reordering modifiers, you would need to do it on every item. With the company's rapid growth before I joined meant they optimised for speed, leading to an accumulation of legacy code and complex logic.
Findings
Compared to our baseline study, where most users failed to set up menu item modifiers, user testing showed the enhancements reduced the setup time and increased confidence among both new and existing users.
