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.
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.
Findings
Outcomes
