Me&u (Formerly Mr Yum) provides digital menu solutions designed to drive revenue and support the hospitality industry.
Requests for custom permissions sets were the top feature requests from restaurant customers. In parallel, there was a focus on identifying ways to scale our product to better meet the needs of enterprise customers.
Our learnings and recommendations influenced the strategy for the the wider product team and next phases of work.
I was the lead designer on this project, working closely with a UX researcher to capture initial findings.
Restaurants were getting frustrated with the lack of clarity between different user access levels.
We kicked off a research project to understand these frustrations and requests more deeply. This included a combination of interviews and early concept testing with restaurants on-site and via Zoom, as well as with internal stakeholders.
The current experience was difficult and overwhelming, especially for waitstaff who juggle multiple tasks while serving customers.
Considering the high stress environment, waitstaff became a priority when defining the different needs of varying user roles.
Head office users' biggest frustration was the amount of access that waitstaff had to menu management and sensitive information, which often resulted in accidental changes.
Findings
Our research highlighted an opportunity for a restricted, easy to use view for managers and waitstaff.
Our first focus was to improve item availability, one of the most frequent tasks waitstaff use during service. The current experience was unintuitive and scored low in our usability baseline study
Data showed a large percentage of waitstaff were using their phones to make updates like item availability so focusing on a mobile experience became a priority.
We were also hearing consistently that venues were frustrated with the amount of iPad's they had to manage.
Key insights
Outcomes
