top of page
Elevating the digital ordering guest experience across web, app + kiosk.
Contribution
UX, UI
Timeline
May–October 2022
Client
Koala
About the project
Koala provides an elevated, digital guest experiences for established and emerging brands. In 2021, they initiated efforts to enhance new and existing experience and I was brought on to lead the design efforts.
One of the main focuses throughout 2022 was to allow users to change handoff modes more easily. The current user experience only allows for these changes to be made at checkout. If a user wanted to change to delivery last minute, items in their current cart may not be available at their new desired location. This was one of numerous backend issues that were causing early drop off rates and no conversion. By moving the handoff and wanted at times earlier in the flow, users can anticipate any changes to their order in a less frustrating manner, while continuing to generate revenue for the brands.
Along with my team, I mapped out any possible errors users are encountering in order to account for them earlier in the flow. These changes also accounted for any language and visual interactions to communicate with the users more effectively.
Conceptualize, iterate, test, repeat
Prior to landing on a final design direction, many iterations were validated internally as well as externally. Through feedback sessions including product and engineering, we were able to validate designs early on. At least three concepts were tested with 30+ users via Maze. This included AB, usability and desirability testing.
Once we landed on a final direction, the designs went through light rounds of further iteration to support all Koala platforms, ensuring consistency and quality control.
User Flows were essential in the process as it allowed me to ensure all states were accounted for. It was especially helpful to engineering and product in thinking through scenarios that we may not be able to support, due to our integrations with Olo.
What's next?
The project is currently in development across our iOS and web ordering platforms and set to be released end of January 2023.
Next steps will include reviewing the data and analytics to validate performance and revenue for our brands, app store reviews and more.
We will continue to build on designs to support item availability when users change their handoff mode and pickup times, as well as other roadmap items to further enhance the user experience.
bottom of page