UX Audit and Kaizen for an ordering system
As a well-known pizza brand, 4P’s wanted to enhance customer satisfaction with their digital products, including the BYO/TTO system
Field research
Identify pain points, opportunities for a better user experience
- Purpose: Identify pain points, opportunities of BYOD for a better user experience. Observe how TTO is operated
- Method: Quality research
- Interviewees: Diners and Partners (Staffs)
- Total amount: 7 diners & 3 partner groups, from 18 to 40
- Location: 5 Pizza 4P’s stores in Hanoi
- Duration: 30 minutes/ session. Each individual and group answers a list of questions separately during their session
Problems
From the interviews, here are the problems identified from both the Guests’ and Partners’ perspectives:
Guests
Partners
Feedback
The satisfaction score for the current BYO/TTO system was 3.7/5, indicating room for improvement. Below are the reasons behind their rating.
Guests
Partners
Issues breakdown
Redesign solutions
After identifying the root causes of the problem, I began the redesign process by first building the flow and wireframes.
Outcome
Not only did I revamp the UI, but I also introduced a few new features to enhance the user experience.
Alternative Choice
Hai Nguyen 👋🏻 